Major Incident Manager (19-13762)

  • ICONMA,
  • Atlanta, GA
  • 2 days ago
Incident Management
Contract W2, 12 Months
$0 - $0
Work from home not available Travel not required

Job Description

Major Incident manager

Location: Atlanta, GA

Duration: 10 months contract with possible contract to hire

Description:

A Bachelor s Degree is Preferred.

Business Initiative/Purpose:

The goal is to ramp up the Major Incident Management department so that client is effectively able to service, support and respond to all technology Major Incidents that are proposed within EIS. This position will offer a unique opportunity in dealing with all facets of IT for a large financial company and work with peers ranging from individual contributor roles all the way up to executive suite employees.

Project Team Size/Makeup:

At full staff, there will be 4 Major Incident Managers and one Incident Analyst.

Must-Have- Skills / Prior Experience:

  • Prior IT Incident Management is a must - at least 3 years.
  • Experience (high level) driving/quarterbacking technical triage calls.
  • Good conversational commanding skills, as well as good communication skills for drafting internal communications to provide status updates.
  • Must have the significant technical knowledge and excellent troubleshooting skills.
  • Experience leading calls from a technical perspective, manage multiple threads of troubleshooting in parallel in an organized manner, as well as have the professionalism to speak to senior management/executives and our business partners.

Plus/Nice to Have - Skills/Prior Experience:

  • Demonstrated proficiency in IT terminology, systems, and processes.
  • Effective verbal and written communication skills for the purpose of providing and explaining project information and status to management, staff, and vendors.
  • Possess strong organizational, planning and interpersonal skills to lead and motivate a team performing multiple assignments in a rapidly changing environment.

Responsibilities:

The Major Incident Manager will provide oversight for coordination, communication, and reporting of all Priority 1 and significant Priority 2 level incidents. This position will be responsible for the bridge line setup & notification to pertinent areas for Priority 1 and significant Priority 2 level incidents across all technical areas. The Major Incident Manager will be engaged with the scoped incidents as soon as the issue is detected/ticket created at Solution Center/Command Center and will notify proper audience via a First Alert process to immediately open the bridge line and engage crucial areas. As the call progresses, the Major Incident Manager will capture notes of status and decision points, along with reaching out to additional areas to engage as necessary. The Major Incident Manager will remain on the call from incident detection to incident closure. During call the Major Incident Manager will be responsible for 60-minute closure notifications to the wider EIS audience to brief on status and expectations. The major Incident Manager will also participate in weekly meetings to discuss incidents of the week prior and facilitate discussion around trends and early warning indicators. This is a 24X7 position on call/rotation.

Skill/Experience/Education:

Mandatory

ITIL Certified

Desired

Manage/Quarterback Triage Calls, ServiceNow, Executive Communication Writing Skills to communicate IT Issues

Skill Matrix:

  • Manage/Quarterback Triage Calls - Drive triage calls with multiple tiers of IT 4-5 years of experience
  • ServiceNow - Use for tracking/managing tickets 4-5 years of experience - Nice to have
  • Executive Writing - Executive Communication - Writing Skills to communicate IT Issues

As an equal opportunity employer, ICONMA prides itself on creating an employment
an environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.

Posted By

Kashif Khan

7700 Windrose Ave Plano, TX, 75024

Dice Id : iconma
Position Id : 6250824
Originally Posted : 1 month ago
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