Position Title :: Critical Response Coordinator / Incident Manager
Duration :: Long Term Contract
Shift :: 2 PM 11 PM
Locations :: Phoenix AZ
Job Description:
Shift 2PM 11 PM
IT Operations Critical Response Coordination: Providing timely response to all incidents, outages, and performance issues.
Major Incidents Troubleshooting Support: Providing end-to-end triage bridge management for major network/security/application incidents.
Reporting: Regular updates and reports on the status of services.
Disaster Recovery Participation: Supporting network and security infrastructure during quarterly DR/Pre-DR exercises.
Maintaining high visibility troubleshooting calls through the lifecycle of the event taking place.
Escalation notifications to Operations Leadership
Start of Day (SOD) Validation: Preparing daily SOD reports using Power BI.
Running the Daily Pulse Start-of-day readiness meeting
Coordinating Problem tickets for RCA/postmortem investigation after major incidents
Providing timely incident communications to business stakeholders and executives for P1/P2 Incidents
Qualifications:
- Associate degree in computer science, Information Technology, or a related field.
- 3+ years of experience in ITIL processes and incident management.
- Proficiency in root cause analysis (RCA) and involvement in disaster recovery activities.
Responsibilities:
- Manage and coordinate IT incidents, ensuring timely triage and resolution across technical teams.
- Lead and facilitate bridge calls during high-severity incidents.
- Compose and distribute incident communications to stakeholders with accuracy and clarity.
- Prepare detailed root cause analysis (RCA) reports following incident resolution.
- Collaborate with cross-functional teams to drive incident resolution and post-incident improvement.
- Maintain clear communication in high-pressure situations and dynamic team environments.
Tool & Platform Competencies:
- Bridge Call Control
- Great Communication Skills
- Writing / Composing Incident Communications
- Broad Technical Knowledge
- Works Well Under Pressure
- ITIL / ITSM
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