Critical Incident Response Manager, Enterprise Justice

Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer.

• Assess reported incidents' severity and organizational impact, escalating to appropriate stakeholders for immediate response, triage, and troubleshooting.
• Conduct critical incident management, working with multiple technical and development teams as they diagnose and troubleshoot issues, providing technical expertise.
• Monitor issues and report on progress of incidents through timely updates to effectively communicate to all levels of management and stakeholders.
• Make timely critical business decisions based on information provided by the expertise of technical teams, considering immediate client impact, Service Level Agreement violations, and potential service interruption financial penalties.
• Evaluate root cause analysis and generate client-facing communication in accordance with company standards for hosted (SaaS) customers.
• Analyze incident root causes, making technical and process improvement recommendations, and drive client adoption for resolved software defects.
• Track and report on incidents to identify trends and engage responsible teams for future prevention and risk mitigation.
• Conduct regular cross-departmental incident review meetings for accountability and issue prevention.
• Work with Tyler technical teams and client-facing business units to coordinate maintenance for issue remediation in accordance with contractually obligated maintenance windows.
• Participate in troubleshooting and outage scenarios and provide technical support and feedback to resolve issues.
• Manage on-call engineer scheduling and appropriate technical resource engagement during off-hours incidents

• Bachelor's degree in computer science, or related field, or comparable work experience.
• Preferred three to five years' general IT Administrator experience
• Strong understanding of the Enterprise Justice Suite and Courts and Justice products
• Working knowledge of incident management and issue tracking & ticketing tools (JIRA, CRM, PagerDuty), Confluence, AWS cloud environments, and monitoring & observability concepts (CloudWatch, DataDog, PagerDuty).
• Ability to prioritize and manage multiple critical incidents in a fast paced, technical environment.
• Demonstrated ability to maintain an assertive, positive, and professional attitude in high-stress situations.
• Excellent interpersonal and communication skills at all organization levels including attention to detail and strong listening skills.
• Strong negotiation, conflict resolution, and persuasion skills

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.