Apply on Employer Site

Corpay · 1 day ago

Critical Incident Manager

United States

Full-time

Remote

Mid, Senior Level

$80K/yr - $100K/yr

5+ years exp

Corpay is currently looking to hire a Critical Incident Manager I. In this role, the Critical Incident Manager I will manage the process to restore normal IT service operation as quickly as possible to minimize the impact to business operations.

Financial ServicesFinTechPaymentsRisk Management

H1B Sponsor Likely

Responsibilities

Ensuring the established Incident policies and procedures are performed as documented and monitor and report on any noncompliance issues as well as successes

Acting as the escalation point for qualifying high impact incidents

Facilitate Incident Calls to restore failed IT Service(s) as quickly as possible, using defined escalation paths

Ensuring thorough documentation of events, including timelines and documenting outcomes

Accurately auditing Incidents classifications for categorization, prioritization, and related configurations

Associating Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Timely and Accurate handling of Incident status reporting to affected parties leveraging all communications technologies as needed

Verifying resolutions with customer and resolve Incidents in ITSM tool

Identifying initiate, schedule and conduct incident reviews to identify potential problems and/or increasing trend of repetitive Incidents

Initiating and manage Problem records through the Problem Management lifecycle

Creating Knowledge Article documentation with repeatable procedures

Supporting the goals of Incident Service Levels

Responsible for the effective implementation of the processes "Incident Management" and “Problem Management” and carries out the respective reporting procedure(s)

Establishing continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology are reviewed and enhanced where applicable

This position does not have supervisory responsibilities

Essential duties require the following physical skills and work requirements: Will require rotational and shift assignment and may also be required to travel to and work at an alternate location, which may be out of state. Position requires work schedules of days or nights to support a 24/7/365 work environment. Individual must be flexible to work as needed, in addition to holidays and weekends

This role requires on-call support

Qualification

ITIL CertificationITSM Toolsets (ServiceNow)Incident ManagementData Processing MethodsEnterprise IT Monitoring ToolsMicrosoft OfficeTroubleshootingTeam PlayerTime ManagementEffective Communication

Required

Associate's degree (A. A.) or equivalent from two-year college or technical school and five or more years related experience and/or training; or equivalent combination of education and experience

Two (2) years' experience as a Tier1/Tier2 Support team leader and/or Incident Analyst combined, or Two (2) years' experience as an IT Incident Coordinator or IT Incident Manager role

General understanding of data processing methods

General understanding of Windows, UNIX and LINUX servers

General understanding of database concepts

General understanding of enterprise IT monitoring tools (Solarwinds, Splunk, Dynatrace, Extrahop)

Interpret and create Procedural documentation

Expert level of Microsoft Office (Word, Excel, PowerPoint, Visio)

Personal computer applications

Database and spreadsheet concepts

ITSM Corporate Toolsets (ServiceNow) user/admin functions

Prioritize competing requests for service

Ability to articulate technical information & conditions using non-technical terms

Establish and maintain effective working relationships

Facilitate conference calls with multiple individuals in a wide range of roles

Apply new technologies and system changes

Analyze and categorize data and information in order to determine the relationship of the data with reference to established criteria/standards

Advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations

Exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against measurable criteria

Keep up-to-date technically and apply new knowledge where appropriate

Must be dependable and accountable for own actions

Possess ability to act upon oral and/or written instruction provided

Possess ability to troubleshoot quickly and accurately

Effectively use time management skills

Must demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance and monitor own work to ensure quality

Must be a team player with ability to establish and maintain effective working relationships with team members, clients and vendors; able to adapt to changes in the work environment, i.e., managing competing demands, delays or unexpected events

Preferred

ITIL Certification preferred

ITIL Fundamentals

Benefits

Medical, Dental & Vision benefits available the 1st month after hire

Automatic enrollment into our 401k plan (subject to eligibility requirements)

Virtual fitness classes offered company-wide

Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time

Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)

Philanthropic support with both local and national organizations

Fun culture with company-wide contests and prizes

Company

Corpay

Glassdoor2.4

Corpay provides online payment solutions.

Founded in 1992

New York, New York, USA

10001+ employees

https://payments.corpay.com

H1B Sponsorship

Corpay has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (36)

2024 (14)