Major Incident Manager

Local candidate: locals or near by Interview Mode: Phone + video Fixed Fridays, Saturdays and Sundays 06:40pm – 08:00am ET Mandatory work from office days Job Description Good communication skills to interact with both customer and end user over phone and through email Candidate must be local to Wilmington, Delaware Must carry a minimum of 3+ years of experience as Major Incident Manager Review proposed major incidents and access validity based on business impact Facilitate troubleshooting bridge calls to drive issues to resolution Document activities and discussion of the major incidents Communicate/Escalate throughout any event to required levels of leadership Generate and Distribute an After-Action Report and RCA (Root Cause Analysis) for every Major Incident Recommend Corrective actions to the Problem process for postmortem discussion Ensure sure SOP(s) are up to date Contractor shall facilitate a Daily Operations Call reviewing previous major incidents and reviewing upcoming changes Contractor shall consolidate and provide daily reports reviewing incidents, changes and problems within the environment Contractor shall assist in the problem management activities and process as needed, including but not limited to the following Recommend corrective actions based on Major Incident events Ensure Problem management resources receive all pertinent information regarding problems or Root Cause Analysis events #J-18808-Ljbffr