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Manager, Critical Issue Management

Sandy Springs, GA

Post Date: 12/07/2017 Job ID: 1358

Manager, Critical Issue Management 

Job Description

The primary responsibility of the Manager, Critical Issue Management role is to support North American systems.  The role will provide leadership with the business & technical subject matter experts with the primary goals of identifying the root cause and solutions for high priority issues.  They are required to interact and communicate with technical support teams, business and accounting teams, and senior leadership to ensure issues are migrated and fully recovered. Problem analysis and identifying trends are also key objectives. 

The idea candidate will draw upon project management and critical thinking and must be a hands-on leader, possess technical experience and strong business analysis, promote a collaborative team culture, and ignites passion for creating reliable and maintainable processes, systems, and programs. The candidate should be open to new challenges, strong at multi-tasking, innovative, creative, self-directed and a great team player. The candidate should drive continuous process improvement, and collaborate effectively with cross-functional operational and development teams to solve problems and implement new solutions. 

Specifically, the candidate will contribute to the strategic direction of the Critical Incident Management process and the identification and execution of process improvement projects that baseline our organization to a high bar for operational excellence and a culture of improving the customer experience.

This is a key role within Operations Excellence department to achieve goals of continually striving to improve the customer experience.  The Manager, Critical Issue Management role is part of the Business Quality team, which is an integral component of Our Client' s Operations Excellence department.

Required Skills:
Manager with strong problem-solving skills, excellent communication skills, the ability to influence business and technical leaders in a dynamic environment

Desire to be a visible contributor to our operational culture

Exceptional verbal and written communication skills; ability to communicate to our business at all levels of leadership 
A deep understanding of how to resolve complex problems involve multiple parties, departments, and systems
Strong facilitation, interpersonal, and teamwork skills are required 

Ability to influence without authority; proven ability to work and influence all levels of the organization 

Ability to challenge deep technical and business expertise when responses are required to be questioned or are not logical 
Develop key relationships with our business teams to ensure key communications and technology and process issues are managed  appropriately 
Must be able to work well under extreme pressure and timelines
Does not shy away from straight talk and asking difficult questions 
Understands when an incident needs to be escalated to the next level of support, senior leadership or to a vendor 
Thrives in an environment of change; able to shift on a moment’ s notice
A thirst for digging into complex problems with no known root cause 
Good deductive reasoning with strong analytical skills 
Ability to drive for improvement opportunities such as early detection and faster recovery 
Proven ability to manage multiple assignments at once and shift work quickly based on business needs 

Effective prioritization and time management
Ability to ensure we are always looking to do what is best for our company and our partners and customers 
Able to quickly learn the high-level flow of application and processes

Works closely with functional Business and IT areas to investigate root cause analysis, best practices, and control measurements to mitigate further issues on core operations and technical processes

Makes recommendations for long-term resolution of problems across the enterprise

Evaluates, tests, and recommends new opportunities for enhancing our software, hardware and Business processes



A background in driving success for customers and has a deep and broad technical background

3+ years of experience in process improvement, quality and analysis or relative work experience, preferably in the financial industry

Experience managing multiple employees and/or teams a plus

Experience in utilizing Six Sigma and Lean methodologies to drive process improvements

Strong in Microsoft Excel, Word, and PowerPoint; SQL a plus


Bachelor’ s degree in relevant field required

Christian Wright
Technical Recruiter

I'm happy to connect you with your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.

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