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iland Internet Solutions Corporation Incident Manager in Houston, Texas

iland is looking for an experienced Incident Manager that will implement and manage the operational processes used to provide exceptional service to internal and external customers. The Incident Manager will establish the proper cadence and communication channels needed for effective collaboration. Using his/her leadership and organizational abilities, the Incident Manager will ensure the successful outcomes of all incidents from beginning to end and establish training to prevent incidents from repeating. This is a full-time position, can be remotely located from your home, and reports to the Global Director of Technical Support, who is in the Houston, TX headquarters.


  • Responsible for the effective implementation of the process "Incident Management" and carrying out the respective reporting procedure

  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the Incident Management process

  • Point of contact for all Major Incidents for internal stakeholders as well as customers, where required

  • Gather data on incidents, track that information, and prepare teams for internal and customer-facing communications regarding incidents

  • Represent the first stage of escalation for Incidents

  • Monitor incidents to ensure that Service Level Agreements are met

  • Identify, initiate, schedule and conduct incident reviews

  • Ensure the closure of all resolved and end-user confirmed incident records

  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable


  • Bachelor's degree required

  • 5+ years of experience in Incident Management

  • ITIL Incident Management training completion, certification a plus

  • Extensive technical support experience in cloud, IT, or managed service environments

  • Proven skills in crisis management with internal and external client relations

  • Project Management experience and skills a big plus

  • Detail-oriented, strong problem solving, analytical and time management skills

  • Ability to apply organizational, critical thinking and oral and written communication skills

  • Effective team player and leader who can work independently when necessary

  • Proficiency in Microsoft applications such as Word, PowerPoint and Excel


  • Competitive Salary

  • Bonus Plan

  • Stock Plan

  • 401k Plan with Company Match

  • PPO Healthcare Insurance Plan

  • Dental Insurance

  • Vision Insurance

  • Life Insurance

  • Short-Term Disability Insurance

  • Long-Term Disability Insurance

  • Paid Vacation & Holidays

About iland

iland has been in business for over 20 years, and is an industry leader in the areas of Secure Disaster Recovery as a Service (DRaaS), Secure Cloud Backup (BaaS), and Secure Infrastructure as a Service (IaaS). iland differentiates itself and maintains its market leadership by investing heavily in its proprietary Cloud Console, which is an orchestration tool for its cloud services offered in the US, UK and Singapore. The result of this investment is a rapid development cycle with up to four product releases per year. We provide an exciting, fast-paced environment that has been recognized by these industry leaders and more:

  • Gartner Magic Quadrant Disaster Recovery as a Service Leader: 2016-2019

  • Zerto Service Provider of the Year: 2016 & 2017

  • Veeam Service Provider of the Year: 2016-2018

  • The Forrester Wave Top DR-as-a-Service Providers: Q1 2014

  • Houston Business Journal #1 Best Place to Work: 2012 & 2013

  • Nine Lives Media Inc. Talkin’ Cloud 100: 2011, 2012 & 2013

  • Houston Business Journal Houston Fast 100: 2012 & 2013

  • Cisco Cloud Managed Service Provider (Cisco Powered)

  • VMware Global Service Provider Partner (VSPP) of the Year: 2010-2012