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Critical Response Manager - Remote

Posted 10 weeks ago
DevOps / Sysadmin
Full Time
USA

Overview

FusionTek is seeking a highly skilled Critical Response Manager to develop and lead strategies for resolving critical tickets, ensuring minimal disruption to client operations.

In Short

  • Manage critical and high-priority tickets.
  • Act as the primary contact for clients and internal teams.
  • Partner with technical support and leadership for resolutions.
  • Create and implement a standardized Root Cause Analysis process.
  • Maintain accurate records in the ticketing system.
  • Analyze incident trends for improvement recommendations.
  • Drive improvements in incident handling processes.
  • Report weekly on ticket trends and metrics to the CEO.
  • Support outside of regular hours may be needed.

Requirements

  • Deep technical support background.
  • Excellent troubleshooting skills.
  • Proactive approach to managing high-stakes situations.
  • Strong communication skills.
  • Experience with ticketing systems.

Benefits

  • Work with a friendly and intelligent team.
  • Focus on IT infrastructure management.
  • Opportunity for professional growth.
  • Contribute to a client-first approach.
FusionTek logo

FusionTek

FusionTek is a Managed Service Provider established in 2007, with offices located in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. The company specializes in IT infrastructure management for small to mid-sized businesses and prides itself on its tight-knit team of friendly and intelligent professionals. FusionTek is committed to its core values of teamwork, growth mindset, integrity, and ownership, fostering a collaborative environment focused on the success of its employees and clients. As the company continues to grow rapidly, it seeks dedicated individuals to join its team and contribute to its ambitious objectives.

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