Systems Integration Specialist Advisor

Role: Systems Integration Specialist Advisor

Location: Plano, TX (Remote)

·       Establish and communicate definition of a Critical Incident for the Client and the associated Major Incident Management procedure

·       Clearly defined/bounded parameters for what constitutes a Major Incident

·       Maintenance of Distribution/Paging lists for bridge call notification

·       Establish and communicate notification timelines (initial/subsequent/final/post-mortem)

·       Approve criteria for Major Incident Management support requirements, including equipment and Services to be covered, Priority Levels, definitions and characteristics, Incident classification and prioritization schema, and escalation requirements.

·       Establish and communicate Major Incident Management details as follows:

·       Identify the Incident/Service disruption and impact

·       Classify the incident.

·       Notification/Escalation to Stakeholders/Senior Management.

·       Incident Command and Co-ordination

·       Determine proper MIM actions for Incident resolution

·       If bridge call required:

·       Disseminate initial communication

·       Convey bridge calls

·       Provide bridge call leadership and orchestration

·       Perform ongoing communication/provide regular updates until Incident resolution

·       Post Incident Review

·       Review and action process compliance reporting and inform leaders of results of periodic analysis of records.

·       Root Cause Analysis

·       Work with Problem Manager to verify the proper generation of Problem record upon resolution and restoration of Service.