Major Incident Manager who will be part of the Service Management team. Primary focus will be to guide an incident to its resolution as quickly and completely as possible, managing the resources, plan and communication involved in resolving the issue
·Acknowledge and accept management for Major Incident.
·Draft and send Major Incident management communications
·Be the focal point for sending incident related communications
·Determine the scope and impact (business and technical) of the Major Incident.
·Works in parallel with the Resolver(s) to facilitate the recovery of standard service operations as quickly as possible
·Assemble and coordinate resolver(s) and other levels of support and cross platforms as required.
·Confirm internal notification and escalation activities are executed.
·Facilitate conference bridges, as needed.
·Matrix management of people, processes and resources including third parties – including
resolving conflict to move forward to resolution
·Ensuring all administration and reports are maintained and up to date, including contacts
information, technical diagrams, post major incident reviews
·Post frequent or real-time status updates during resolution for interested parties seeking status.
·Participate in Post Incident Reviews and Problem Management Process
·This position requires excellent customer service and communication skills, along with the ability
to multitask to facilitate the resolution of multiple incidents at any given time.
·Driving the efficiency and effectiveness of the Major incident management process.
·Driving, developing, managing and maintaining the incident process and associated procedures.
·Minimum of 5 to 10 years of experience in an Incident Management role
·ITIL Certification preferred
·Working knowledge of IT Service Management tools.
·Strong interpersonal and teamwork skills
·Good understanding of production IT Environment and IT Operations
·Experience in a technical support field: network, server, storage, etc.
·Ability to work off business hours to support the organization
·Problem Management and Change Management experience
·Supervisory or team lead experience