Why Work For Us? + Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position + 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period + Benefits – Medical, Dental, Vision, wellness program and more! + Paid Holidays + Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities. + Collaborative Environment – AAA will value your contribution to providing exceptional service to our members + Free AAA Classic Membership + AAA Product Discounts + Tuition Reimbursement Program . At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members. SUMMARY The IT Critical Incident Management Administrator is responsible for managing the lifecycle of critical IT incidents, ensuring swift resolution, effective communication, and continuous improvement of our incident management processes. The ideal candidate possesses a strong technical background, exceptional leadership skills, and a proven track record of successfully managing complex incidents in high-pressure environments. ESSENTIAL FUNCTIONS + Lead the response, resolution, and recovery efforts for critical IT incidents impacting business operations. + Act as the central point of contact and communication for all stakeholders during critical incidents, including senior management, technical teams, and business units. + Coordinate cross-functional teams to effectively diagnose, troubleshoot, and resolve critical incidents, ensuring minimal downtime and business impact. + Drive post-incident reviews, conduct root cause analysis, and implement preventative measures to minimize the recurrence of similar incidents. + Develop, maintain, and improve incident management processes and procedures, aligning with industry best practices (e.g., ITIL). + Proactively identify potential risks and vulnerabilities within IT systems and infrastructure to prevent future incidents. + Provide regular reports and metrics on incident trends, response effectiveness, and overall system health. + Mentor and train team members on incident management best practices and techniques. KNOWLEDGE AND SKILLS + Technical Proficiency: In-depth understanding of IT systems, infrastructure, applications, and common failure points. + Leadership and Communication: Exceptional leadership skills to effectively manage cross-functional teams under pressure, communicate clearly and concisely with stakeholders at all levels, and make sound decisions in critical situations. + Incident Management Frameworks: Advanced understanding of incident management methodologies, such as ITIL, and their practical application in real-world scenarios. + Problem-Solving and Analytical Skills: Strong analytical and problem-solving abilities to quickly diagnose root causes, identify solutions, and implement effective preventative measures. + Crisis Management: Expertise in managing high-priority and complex incidents that significantly affect business operations, including leading crisis response efforts and ensuring timely resolution. + Continuous Improvement: A proactive approach to identifying areas for improvement in incident management processes and driving positive change. EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES + Minimum Qualifications + Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience. + 8+ years of experience in an IT operations or incident management role. + Experience with incident management tools and platforms. + Excellent written and verbal communication skills. + Preferred Qualifications + ITIL v4 Foundation certification. #LI-VB1 #VIC_RX -