Major Incident Management
CRITICAL INCIDENT MANAGER
Key Responsibilities:
- Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas.
- Take the ownership to oversee the day to day operations relating to Incident Management
- Manage Major Incidents or situations across providers
- Manage high priority incidents from start to finish providing regular management updates to and bringing a satisfactory outcome for the customer
- Running both technical conference bridges and business update calls
- Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
- Driving decision making for incident resolution and minimizing impact to the business
- Escalation to Senior IT Management
- Providing incident updates to stakeholders
- Capturing incident follow ups and completing formal Post Mortems
- Identifying stability trends and escalating them through the Problem Management process
- Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication
- Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents
- Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
Qualifications/Skills:
- Must be an experienced resource with Minimum 7+ years of experience in Incident Management with knowledge & sound understanding of various IT technologies/domains.
- Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
- Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
- Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
- Understanding of foundational IT technical issues and relationships
- Sensitivity and urgency in dealing with line of business outages.
- Ability to influence and lead technical conversations with various infrastructure support groups.
- Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills
- Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
- Supervisory skills and the ability to leverage support from other parts of the organization
- Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
- Understanding of Technologies & ITSM Tool
- Coordination, negotiation, and persuasion skills