Senior Incident Commander

About Us

HighRadius, a renowned provider of cloud-based Autonomous Software for the Office of the CFO, has transformed critical financial processes for over 800+ leading companies worldwide.Trusted by prestigious organizations like 3M, Unilever, Anheuser-Busch InBev, Sanofi, Kellogg Company, Danone, Hershey's, and many others, HighRadius optimizes order-to-cash, treasury, and record-to-report processes, earning us back-to-back recognition in Gartner's Magic Quadrant and a prestigious spot in Forbes Cloud 100 List for three consecutive years.

With a remarkable valuation of $3.1B and an impressive annual recurring revenue exceeding $100M, we experience a robust year-over-year growth of 24%. With a global presence spanning 8+ locations and a recent addition in Poland, we're in the pre-IPO stage, poised for rapid growth. We invite passionate and diverse individuals to join us on this exciting path to becoming a publicly traded company and shape our promising future.

Responsibilities:

• The incident manager will collaborate with other teams, including vendors, to drive the incident to closure.
• The incident manager will lead the Major Incident (P1 & P2) in full capacity and work towards restoring services with the best possible effort minimizing the impact.
• Bridge leadership and Coordination during a Mission-critical incident will be a crucial role of IM.
• Send out communication and timely notification for all incidents will be the responsibility of IM.
• The incident manager will continually work on all Ageing tickets and ensure no open, unattended, unassigned tickets for more than the agreed duration.
• The Incident Manager will be responsible for sending out daily/weekly/monthly reports on IM performance, Tickets, Dashboards & Management reports related to Incidents.
• The incident manager will represent all P1 incidents in the daily 8 AM status with NMG and provide information and status on all pending/open & closed incidents.
• IM will collaborate will all tower leads and take ownership of educating/training PRG on the IM process, Escalation process, & engagement processes for effectiveness.
• IM will also own Service requests and work towards timely closure of all SR’s.
• Coordinate activities between multiple support groups at all levels to ensure adherence to Service Level Requirements (SLR) where multiple groups are needed to resolve a single incident

Requirements:

• ITIL Foundation or Expert Certification (Preferred)
• Strong communication skills
• Coordination and Collaboration skills
• Eye for detail & Good understanding of statistical and analytical principles and processes
• The ability to interact successfully with all levels of the Customer and IT provider organization.
• Good negotiating, problem-solving, facilitation, and moderation skills
• Knowledge and experience of contract and supplier management roles (how it ties into Service Level Agreements (SLAs))

What You’ll Get

• Competitive salary.
• Fun-filled work culture (https://www.highradius.com/culture/)
• Equal employment opportunities.
• Opportunity to build with a pre-IPO Global SaaS Centaur.