Overview
Skills
Job Details
Major Incident Manager
Parttime, weekend shift
Shift/Day Requirements: (2) 12 hours weekend shifts - Friday11pm EST to 11am and Saturday 11pm to 11am
Fully Remote: Candidates Must be Local to CST or EST
Description:
Preferred Skills: Logical reasoning skills, Service Now skills, Help Deskexperience
The primary purpose of the Major Incident Manager role is to ensure thatimpacting incidents are managed effectively and professionally, resulting inthe restoration of normal service quickly, efficiently and with minimal impactto customer service.
Acting as a point of contact for incoming incident escalations, the IncidentManager will be responsible for executing contact during an incident responsescenario to guide and assist in the identification, escalation, and remediationof threats and incidents. This individual works closely with the Incident Owneras an incident lead and primary technical resource.
The Incident Manager must possess strong problem solving, analytical and timemanagement skills. They should also be able to apply organizational, criticalthinking and oral and written communication skills. The Incident Manager willbe an effective team player and leader who can work independently whennecessary. Attention to detail and strong crisis management skills are criticalto this position.
Key Responsibilities:
Manage technology incidents, including identification, assessment,prioritization, escalation, communication, and resolution.
Execution of the enterprise Incident Management process, including managementof incident queues, escalation as required to ensure that incidents are beingresolved timely.
Responsible for the facilitation and response of all major incidents impactingmission critical business applications and Infrastructure services on arotational 24/7/365 basis.
Conduct continuous process improvement for the Incident Management Life Cycleand Incident postmortem process.
Work with team members to facilitate the solution of complex problems withinformation technology software and hardware.
Handling the incident communications for all high priority incidents. Utilizingescalation tools to facilitate client communications of these incidents.
Verification of Major Incident notification messages to ensure completeness& correctness of the information being sent to the customer.
Maintaining incident logs and processing incident reports for review with uppermanagement
Developing/maintaining technical and process documents for the IncidentManagement Team.
Ability to handle and perform in stressful situations.
Collaboration with service desk agents who work closely with the incidentmanagement staff.
Update the incident reporting system (ServiceNow) with resolution information.
Establish relationships within the organization being able to fully support anycritical incident as required during high-profile events within theorganization.
Minimum Requirements:
3-5 years of customer service experience.
Knowledge of IT operations, IT systems, policies, and procedures including ITILframework.
Excellent working knowledge of an ITSM platform - ServiceNow is preferred
Strong understanding of event management and escalation procedures.
Excellent problem-solving and decision-making skills, with the ability to thinkstrategically and tactically in high-pressure situations.
Proven ability to analyze and solve a wide range of technical problems.Including the ability to perform first level assessment of technical andprocess deficiencies and follow up on investigations.
General project management experience.
Proficient with MS Office: Word, Excel, Outlook, PowerPoint
Excellent communication and interpersonal skills, with the ability toeffectively communicate complex technical concepts to both technical andnon-technical audiences.
Work requires the ability to multi-task, be flexible and open to change
Aptitude for picking up new technologies and procedures.
Preferred Requirements:
Bachelor's degree in Computer Science, Engineering, Business, or related field
Demonstrated leadership abilities and a track record of successfully managingincident response teams.
Experience with crisis management and communications
ITIL 4 Foundations certification
Microsoft Azure Fundamentals certification
Customer/vendor management experience