Major Incident Management
Job #: 23-01102
Pay Rate: Not Specified
Job type: full time
Location: Charleston, SC
Pay Rate: Not Specified
Job type: full time
Location: Charleston, SC
Role Description
• Responsible for driving, managing and co-ordinating the response to all Major and High priority incidents.
• Ensure that all incidents are resolved efficiently and services restored as quickly as possible
• Responsible for clarifying the priority of incidents in order to execute the level Incident Management or Major Incident Management Process.
• Responsible for timely communications to internal stakeholders and resolver teams
• Responsible for chairing and driving Technical and/or Management conference bridges up to Executive Director level
• Responsible for internal and/or vendor escalation up to Executive Director level
• Lead and/or Contribute to effective Major Incident Reviews – produce Major Incident Reports, as well as input to the Change and Problem Management Processes as required
• Single Point of Contact for internal stakeholders for all High Priority Incidents
• Incident Management of some lower priority incidents
• Produce statistics and status reports for Major and High priority incidents
• Quality assurance of all Major and High Priority Incident tickets within Service Now
Key Accountabilities
• Working within a team covering 24/7, 365 days across the globe.
• Understanding of incident management systems
• Analysis ability, problem solving and decision-making skills
• Ability to influence and lead technical conversations with various technical resolver teams
• Written and verbal communication and presentational skills
Essential Knowledge, Experience and Skills
• ITIL Foundation certified, ideally to ITIL v3.0
• Good understanding of Incident management systems
• 7+ years in an Operational environment
• Ability to understand technical information and relay in business terms
• Understanding of working to SLA's ensuring minimal impact to business
• Problem solving and decision-making skills
• Written and verbalcommunication and presentational skills
• Strong customer focus
• Ability to work effectively under pressure and remaining calm and focused under pressure/ in stressful situations
• Preferred backgrounds would be in Production or Manufacturing
• Responsible for driving, managing and co-ordinating the response to all Major and High priority incidents.
• Ensure that all incidents are resolved efficiently and services restored as quickly as possible
• Responsible for clarifying the priority of incidents in order to execute the level Incident Management or Major Incident Management Process.
• Responsible for timely communications to internal stakeholders and resolver teams
• Responsible for chairing and driving Technical and/or Management conference bridges up to Executive Director level
• Responsible for internal and/or vendor escalation up to Executive Director level
• Lead and/or Contribute to effective Major Incident Reviews – produce Major Incident Reports, as well as input to the Change and Problem Management Processes as required
• Single Point of Contact for internal stakeholders for all High Priority Incidents
• Incident Management of some lower priority incidents
• Produce statistics and status reports for Major and High priority incidents
• Quality assurance of all Major and High Priority Incident tickets within Service Now
Key Accountabilities
• Working within a team covering 24/7, 365 days across the globe.
• Understanding of incident management systems
• Analysis ability, problem solving and decision-making skills
• Ability to influence and lead technical conversations with various technical resolver teams
• Written and verbal communication and presentational skills
Essential Knowledge, Experience and Skills
• ITIL Foundation certified, ideally to ITIL v3.0
• Good understanding of Incident management systems
• 7+ years in an Operational environment
• Ability to understand technical information and relay in business terms
• Understanding of working to SLA's ensuring minimal impact to business
• Problem solving and decision-making skills
• Written and verbalcommunication and presentational skills
• Strong customer focus
• Ability to work effectively under pressure and remaining calm and focused under pressure/ in stressful situations
• Preferred backgrounds would be in Production or Manufacturing