Major Incident Manager

Major Incident Manager

Key Responsibilities:

• To restore normal service operations as quickly as possible to minimize impacts on business operations, ensuring best possible levels of service quality and availability are maintained.
• Coordinate all activities required to lead significant Major Incidents in compliance with SLAs and OLAs.
• Acknowledge, triage, engage, document, and drive to mitigation all priority major incidents assigned to the Major Incident Response Team.
• Acknowledge, triage, engage, document, and drive to mitigation all priority security major incidents assigned to the Major Incident Response Team.
• Serve as an escalation point of contact with the primary focus on restoring all services.
• Facilitate the Major Incident calls and ensure that all the required resources are engaged to work a Major Incident.
• Ensuring that effective communication is maintained with the Executives, IT Operations, Business Leadership during a major incident.
• Prepare internal reports on major incidents and leading their review with IT and Business Operations Management.
• Work with Service Delivery Management Team to prepare a report on major changes to ensure appropriate and required communications are distributed to the executives and stakeholders in-line with the business impact.

• Supporting Major Incident Management reporting (KPIs and customer SLAs).
• Coordinating the resolution of major incidents by participating in the interaction with multiple customer groups and representing Production Operations Major Incident management in a series of daily forums to report status and receive feedback on operational handling / issues.
• Conduct post Incident Reviews and Root Cause Analysis Calls, managing tasks and driving Problem Resolution within the Problem Management discipline.

Requirements:

• BS degree or equivalent work experience relevant to functional areas.
• 3 - 5 years of related industry experience managing service delivery/ IT operations.
• 1 -3 years of related industry experience engaging on and managing Security related Major Incidents
• ITIL certification desired.
• Understands and has demonstrated the use of methods and techniques for the assessment and management of risk.
• Good understanding of production IT Environment and IT Operations.

• Very good understanding of Major Incident Management, Problem Management, Change Management and Access Management processes.
• Exhibit command and control with exceptional communication skills - both written and verbal.

· Working knowledge of IT Ticketing Systems utilizing components such as Change/Incident/Problem Management, Asset Management, CMDB, and Knowledge Management. ServiceNow experience a plus.

• Strong interpersonal and teamwork skills.

• Ability to work within an on-call evenings and weekend support rotation schedule as required.