MANAGER, INCIDENT COMMAND

Job SummaryThe Manager, Incident Command is a pivotal management role within Infrastructure Services, primarily responsible for managing and overseeing the operational aspects of incident response. This role ensures that all incident management processes are executed efficiently and effectively, aligning with the organization's strategic goals and compliance standards. Key responsibilities include directing the incident command team's response to emergencies such as Information Technology (IT) disruptions and security breaches, ensuring rapid and coordinated actions to minimize impact and restore normal operations. The manager also leads, mentors, and develops the incident command team, fostering a high-performance culture through targeted training and performance management.Additionally, this role involves continuously evaluating and improving incident response procedures and protocols to enhance the effectiveness and efficiency of responses. The Manager, Incident Command serves as the primary point of contact during incidents, ensuring clear communication across the University, senior leadership, and external stakeholders. The Manager, Incident Command is also responsible for the thorough documentation and reporting of all incident details and response actions, analyzing incident trends, and preparing detailed reports for strategic decision-making by senior management.The Manager, Incident Command will positively impact UCSF’s operations and culture by ensuring UCSF’s IT infrastructure is operable, secure, efficient, and effective in service of the University’s mission. The Manager, Incident Command will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders. This role will execute UCSF’s vision while modeling UCSF’s culture and values.The final salary and offer components are subject to additional approvals based on UC policy.Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.The salary range for this position is $159,000 - $238,500 (Annual Rate).To learn more about the benefits of working at UCSF, including total compensation, please visit: Department DescriptionUniversity of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that enable the academic, medical, and research missions of the organization. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community, always upholding the highest level of responsiveness and reliability for our customers. IS values innovation and excellence in ensuring secure and efficient Information Technology (IT) services, regardless of the hour or complexity of the issue.The Incident Command team within Infrastructure Services operates as a critical support system for the community of medical and health researchers. This team is dedicated to ensuring seamless access to essential IT resources, thereby enabling continuous and vital research work that has a profound impact on human health and well-being. Incident Command’s mission is to manage any major IT incidents, such as data breaches or network failures, effectively and swiftly. These incidents could pose potential disruptions to the ongoing research. Operating around the clock, the team's primary objective is to restore standard operations promptly, minimizing any possible disruption to the researchers' work. The Incident Command team collaborates to diagnose the issue, evaluate its potential impact on research activities, strategize an appropriate solution, and oversee the resolution process. The team documents the incident for future learning, ensuring efficient incident management.Required QualificationsBachelor’s Degree, or equivalent combination of experience/training, in one or more of the following fields: computer science, engineering, computer information systems, etc.5 to 7 years  of experience working in one or more of the following fields: information technology (IT), IT security, computer science, IT incident response, leadership or managerial capacity, designing and implementing business continuity, disaster recovery, emergency response plans.Information Technology Infrastructure Library (ITIL)Demonstrated ability to apply Information Technology (IT) theories and concepts to manage and provide solutions.             Proven track record of managing IT incident response and operations in a complex environment. Demonstrated experience using PagerDuty, OpsGenie, or comparable applications. Proficiency in risk management, including risk assessment and mitigation strategies related to IT.    Experience in handling high-pressure situations, making critical decisions under tight deadlines. Strong Advanced analytical abilities to assess rapidly evolving situations and develop actionable insights.       Advanced skills in problem-solving to navigate complex IT challenges and implement effective solutions swiftly.             Advanced understanding of compliance requirements relevant to IT operations within the specific sector, such as educational institutions, which may include data protection laws and standards.             Highly skilled in written and verbal communications and ability to communicate on behalf of teams and relay highly complex technical information.  Demonstrated experience in leading change management activities and managing their impact across the department.              Significant experience solving complex, technical and non-technical problems with budget, timeline, and other resource implications. Ability to delegate solutioning when appropriate to the proper resources. Experience operating as a point of escalation. Demonstrated understanding of how decisions affect teams. Demonstrated ability to make decisions with integrity.         Ability to establish and advance positive working relationships and a strong rapport with team members, stakeholders, and customers.       Strong organizational skills and ability to balance competing priorities and support concurrent projects. Experience working in a project-based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues.       Strong demonstrated problem-solving skills; ability to scope solutions based on knowledge of available resources and timelines. Ability to ask questions, gather information, evaluate options, and make decisions with integrity.  Significant experience providing inclusive leadership of others, advancing an inclusive environment that values equity, diversity, inclusion, and belonging.         Experience in complex higher education environments, serving academic and administrative functions of a large public university.      Preferred QualificationsCertified Information Systems Auditor (CISA), Certified Information Systems Security Professional (CISSP), Certified Information Security Manager (CISM)Certified Business Continuity Professional (CBCP), Disaster Recovery Certified Specialist (DRCS)License/CertificationInformation Technology Infrastructure Library (ITIL)About UCSFThe University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.Pride ValuesUCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values. In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu Join us to find a rewarding career contributing to improving healthcare worldwide.Equal Employment OpportunityThe University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.OrganizationCampusJob Code and Payroll Title000667 INFO SYS MGR 1 Job CategoryClinical Systems / IT Professionals, Supervisory / ManagementBargaining Unit99 - Policy-Covered (No Bargaining Unit) Employee ClassCareerPercentage100%LocationMission Bay (SF), San Francisco, CAShiftDaysShift Length8 Hours Additional Shift DetailsM-F, 8am-5pm with on-call rotationDepartment Name: F_IT COMMAND CENTERPosition Type: Full TimeReq Number: 80569BR