Vacancy caducado!
- Drive the efficiency and effectiveness of the Major Incident Management Process.
- Manage the life cycle of all Major Incidents from escalation to resolution.
- Serve as an escalation point of contact of Major Incidents.
- Ensure effective communication is maintained during a Major Incident.
- Effectively communicate issues to Subject Matter Experts (SMEs) and leadership within support teams, and resolutions or work-around to the customer as appropriate.
- Chair the Major Incident Review meetings.
- Establish CSFs, KPIs, and metrics to measure the effectiveness of the Incident Management Process.
- Prepare and provide analysis of reports as needed, prescribed, and/or requested.
- Report any issues, concerns, and modifications required within the Incident Management Process.
- Promote and reinforce adherence to the process and policies associated with Incident Management and Major Incident Management.
- Perform all duties in strict accordance with company, department, and regulatory guidelines and levels always while meeting or exceeding established service levels and expectations.
- Provide feedback and drive continual service improvements with current tools and process.
- Develop and maintain the Major Incident Management system.
- Drive, develop, manage, and maintain the major incident process and associated procedures
- Review and audit the process.
- Ensure that all IT teams follow the Major Incident process for every major incident.
- Monitor the effectiveness of the Major Incident process and make recommendations for improvement.
- Perform other related duties as assigned.
- Bachelor's Degree or a comparable level of relevant work experience preferred.
- Six Sigma Certification and ITIL Certification strongly preferred.
- 3 to 5 years of experience in an Information Technology environment with previous Incident Management experience strongly preferred.
- Must have experience with the Microsoft Office suite of products.
- Must have working knowledge of ITIL/MOF incident, problem, and change management components
- Must have strong organizational, analytical, and project management skills.
- Must have knowledge of incident management practices, activities, techniques, and tools.
- Ability to manage multiple priorities independently and meet deadlines.
- Excellent problem resolution, judgment, negotiation, and decision-making skills.
- Must have the ability to communicate effectively with management, peers, and customers, via email, phone, and face-to-face situations (written and verbal).
- Flexibility and willingness to support a 24x7 operation via off-hours support, on-call availability, or other as needed.
- Must be able to obtain/maintain any necessary certifications and/or licenses.
Vacancy caducado!