Remote - Major Incident Manager

Overview:

The company is looking for a Major Incident Manager that is able 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.

The Company is unable to sponsor applicants for work visas.

• 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.

• 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.

REQUIREMENTS:

• 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. 
• Working knowledge of IT Ticketing Systems utilizing components such as Change/Incident/Problem Management, Asset Management, CMDB, and Knowledge Management.  ServiceNow experience a plus.
• Strong interpersonal and teamwork skills.
• Ability to work within an on-call evenings and weekend support rotation schedule as required.