Job Description

Invitation Homes is pioneering a new industry and needs dedicated, innovative, and analytical technologists to help us continually optimize. As the nation’s premier home leasing company, we develop advanced technology to enhance the resident experience. We are looking for dynamic individuals who are passionate about taking technology to the next level.  We are building a culture that fosters innovation, built on a foundation of inclusion and diversity.

We’re looking for an Incident and Change Manager to drive the company’s strategies around these critical functions.  This position will lead the Incident Response process, utilizing a state-of-art, highly integrated, enterprise platform ensuring proper escalation procedures are followed with the correct support teams engaged, reducing downtime across the Technology ecosystem.  This position will have an expanding role as the Incident Response process/platform will be rolled out across the Invitation Homes business.

The position will also lead the Change Management process for the Technology team.  Working across the Technology teams, you will help drive the uptime of our systems. You will also be an ambassador for technology, working to build strong relationships with key stakeholders throughout the business.  Through this collaboration you will enable Invitation Homes to deliver high value through the work we do, ensuring uptime and an exceptional user experience.

Job Summary

Responsible for leading all aspects of Incident Response and Change Management. This position will support Major Event Management as well as Incident Management with the focus on accelerating the return of mission-critical systems back to normal operations.  Additionally, managing and driving the Change Management platform at Invitation Homes.

Essential Job Duties and Responsibilities

  • Responsible for leading the Change Management process including running weekly meetings.
  • Evaluate the impact of all planned changes.
  • Review all changes to ensure no conflicts exist and confirming all necessary steps have been completed pre and post deployment.
  • Lead the efforts supporting Major Events requiring scheduling outage bridges, sending outage communications, and documenting RCA (root cause).
  • Review and recommend Change Management and Incident Response workflow changes to increase efficiency and effectiveness.
  • Create and maintain support documentation in Confluence.
  • Participate on cross-functional teams, representing the Quality role.  Functions as a liaison with other Technology support functions.
  • Act as an escalation point for the Technology Support Services Team.
  • Key resource for both Internal and External audit activities.
  • Develop and deliver key performance metrics for both Incident and Change Management.
  • Be available for On-call as needed.
  • Performs other duties as assigned.

  • Stay calm and focused during an incident.
  • Communicate clearly and concisely with other members of the incident response team.

Education and/or Experience

  • BA in related field or equivalent experience
  • Five years of related experience in Incident Management and Change Management

Skills/Specialized Knowledge

  • Incident Response certification
  • Change Management certification
  • Possess a good understanding of change management principles
  • Excellent communication skills with the ability to effectively communicate with customers, direct reports, peers, managers, and vendors
  • Strong Excel skills
  • Prefer ServiceNow experience
  • Ability to generate and interpret data
  • Project a professional image
  • Ability to generate, embrace, and endorse positive change

Other Requirements

  • Must maintain professional appearance. 
  • Ability to be at work on a regular and consistent basis; Overtime may be required for this position. 

Physical and Mental Demands

This position will spend long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate, and communicate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Work Environment

Standard office working environment that may be busy and noisy at times.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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