Critical Incident Manager

Job Title: Critical Incident Management

Location: REMOTE

Mode : Contract (6+ Months)

Role Description:

Coordination and management of Major Incident Management process activities

Escalation of risks and issues to the Major Incident Management Process Owner

Supporting Major Incident Management reporting (KPIs and customer SLAs)

Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization

Assist the Major Incident Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account

Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects

Drives implementation of standard execution of the Major Incident Management process

Agrees issue definition, action plan and success criteria with customer (during emergency mode)

Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible

Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Verify resolution with users and resolve Incidents ticketing tools

Owns all Incidents and Service Requests throughout the lifecycle

Document troubleshooting steps and service restoration details

Create and submit knowledge articles

Liaison between IT and requestor

Desired Anchor attributes KEY RESPONSIBILITIES

Ready to work on 24 x 7 support model (no constraints, no reservations).

Demonstrate ownership of incident tracking, triage, mitigation, and resolution

Responsible for achieving agreed SLA / OLA targets

Demonstrate strategic thinking, quantitative and analytical skills and collaboration

Ability to work under stress and handle crisis situations

SKILLS

Must have skills:

Graduate in computer science

Excellent analytical and troubleshooting skills

5 + years of IT experience.