Members of the Critical Incident team are responsible for managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions affecting the services provided. The primary objective is to follow incident management protocols and restore services to normal operation as quickly as possible. Team members serve as the point of contact for incident communication, lead client status meetings, report system issues to upper management, and coordinate between the client and internal operations teams.

Essential Job Functions

Solution & Domain Experience

• Plan, coordinate, and monitor activities required to perform, track, and report on the issue management process.
• Ensure adherence to incident management protocols; report any deviations to the Critical Incident Manager or Operations Lead.
• Ensure timely response from technical and operations staff to address and resolve incidents.
• Escalate unresolved issues as needed to meet established Service Level Agreements (SLAs).
• Coordinate root cause analysis and ensure implementation of permanent corrective actions.
• Initiate, schedule, and conduct post-incident reviews; share lessons learned with relevant stakeholders.
• Support security reviews and audits related to the Incident Management process.
• Contribute to continuous improvement efforts by reviewing and enhancing process performance, policies, procedures, and supporting technologies.
• Schedule and lead client update meetings to provide status updates and manage ticket resolution.

Customer Focus

• Serve as the primary point of contact for Severity 1–5 incidents.
• Minimize the impact of service issues on client operations.
• Maintain strong client relationships and awareness of organizational priorities to anticipate future needs and revenue opportunities.

Sales & Business Development

• Identify client pain points and emerging needs during day-to-day interactions and assess their potential business impact, capturing opportunities on the New Business Opportunity Intake Form and sending it to the Executive team.
• Partner with leadership to refine identified opportunities into actionable service offerings aligned with Origin’s capabilities.
• Promote a culture of revenue awareness by consistently scanning for value-add opportunities that strengthen client partnerships and support company growth.

Skill Requirements

• Experience working in a structured, process-driven environment.
• Demonstrated ability to interact effectively with senior-level clients and maintain credibility through consistent delivery and follow-through.

Experience Requirements

• Familiarity with IT process-related industry best practices and standards (e.g., ITIL).
• Solid understanding of general technology infrastructure concepts.
• Knowledge of how infrastructure supports business operations, particularly within a Shared Services model.
• Experience managing client-based ticket tracking systems and facilitating client-facing issue review meetings.

Education Requirements

• Bachelor’s Degree in a relevant field (e.g., Technology, Information Systems, or related discipline).