Major Incident Manager - ECA Staffing Solutions, Inc
Jacksonville, FL 32004
About the Job
Key Responsibilities
Requirements:
- To restore normal service operations as quickly as possible to minimize impacts on business operations, ensuring best possible levels of service quality and availability are maintained.
- Coordinate all activities required to lead significant Major Incidents in compliance with SLAs and OLAs.
- Acknowledge, triage, engage, document, and drive to mitigation all priority major incidents assigned to the Major Incident Response Team.
- Acknowledge, triage, engage, document, and drive to mitigation all priority security major incidents assigned to the Major Incident Response Team.
- Serve as an escalation point of contact with the primary focus on restoring all services.
- Facilitate the Major Incident calls and ensure that all the required resources are engaged to work a Major Incident.
- Ensuring that effective communication is maintained with the Executives, IT Operations, Business Leadership during a major incident.
- Prepare internal reports on major incidents and leading their review with IT and Business Operations Management.
- Work with Service Delivery Management Team to prepare a report on major changes to ensure appropriate and required communications are distributed to the executives and stakeholders in-line with the business impact.
- Supporting Major Incident Management reporting (KPIs and customer SLAs).
- Coordinating the resolution of major incidents by participating in the interaction with multiple customer groups and representing Production Operations Major Incident management in a series of daily forums to report status and receive feedback on operational handling / issues.
- Conduct post Incident Reviews and Root Cause Analysis Calls, managing tasks and driving Problem Resolution within the Problem Management discipline.
Requirements:
- BS degree or equivalent work experience relevant to functional areas.
- 3 - 5 years of related industry experience managing service delivery/ IT operations.
- 1 -3 years of related industry experiencing engaging on and managing Security related Major Incidents
- ITIL certification desired.
- Understands and has demonstrated the use of methods and techniques for the assessment and management of risk.
- Good understanding of production IT Environment and IT Operations.
- Very good understanding of Major Incident Management, Problem Management, Change Management and Access Management processes.
- Exhibit command and control with exceptional communication skills - both written and verbal.
- Strong interpersonal and teamwork skills.
- Ability to work within an on-call evenings and weekend support rotation schedule as required.
Source : ECA Staffing Solutions, Inc