Major Incident Manager

Responsibilities:

• Responsible for communication, leadership, and management of all high severity major incident situations.
• Manage Client Major Technology Incidents from identification through closure / RCA process.   This includes but is not limited to:
• Team Assembly
• Internal, Client and 3rd Parties
• Root Cause Analysis and Identification
• Remediation
• Testing and Validation
• Status and Communications
• Postmortem / Problem Management
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Continuously improving the incident management process as required to ensure its effectiveness.
• Communicating with senior management (internal) on critical issues.
• Communicating with key client stakeholders on the status and timeline of the critical event.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
• Manage the creation of performance/dashboards to report on major incident and problem ticket metrics.
• Training additional incident managers as needed.
• Participate in a 24x7 on call rotation for critical incidents after regular business hours.


Required Certifications:
• Microsoft Certified Professional (MCP)
• Higher certifications such as CCNA or MCSE

Qualifications:

• College degree in information technology, engineering or a related field and/or equivalent experience.
• Minimum of 7+ years’ experience in IT, Managed Services and/or ITSM Operations.
• Minimum 3 years’ experience managing major incidents in complex environments.
• Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred.
• Proficient knowledge of ITSM tools and systems; ServiceNow experience preferred.
• Full familiarity with ITSM knowledge base maintenance and process documentation.
• High level of oral and written communication skills to communicate effectively with all stakeholders.
• High level of IT service delivery and customer service skills.
• Proficient at organizing documents and prioritizing work.
• Ability to think and act both strategically and tactically.
• Self-motivated; ability to work under minimal supervision.
• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.

Success Characteristics:

• Must be able to see the big picture, manage all the moving pieces, know what’s been tried and what’s still on the radar, and plan for and manage next steps.
• Take command of incidents by setting up or taking over a cross-functional technical bridge call, comprised of internal and external partners.
• Ensure that the customers have a deep understanding of the issue, the action plan and the path to resolution.
• Ensure that each participant understands the incident management process and their role in that process.
• Set clear incident resolution objectives (exit criteria) and timings.
• Provide direction and time management to keep the resolution effort on track and moving forward.
• Successful experience with and affinity for small to large size business environments.
• Ability to adapt and thrive in a dynamic work environment.