Major Incident Response Manager

Major Incident Response Manager

Requirements

• Bachelor Degree or equivalent work experience or 4 years of experience
• 3 – 5+ Years of experience in Information Technology (IT) critical/ major Incident management, commanding severity bridges, and Problem management Management (Required)
• Understanding of IT in a large organization and complexities of supporting users and systems across multiple locations
• Ability to perform under stress in cases of emergency, critical or hazardous situations
• Ability to work with others in a team environment
• Demonstrates strong communication skills
• Demonstrated ability to identify and recommend processes improvements
• Demonstrated strong relationship management skills with internal clients (e.g. senior management, peers and colleagues); proven ability to develop creative and collaborative approaches
• Demonstrates strong interpersonal skills with a collaborative style
• Demonstrates strong project management leadership skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines
• Finds common ground and can gain collaboration among management, colleagues and peers; can influence outcomes without directing or commanding
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Responsibilities

• Consults/Analyze on more complex assignments and/or projects for his/her assigned area(s) of responsibility
• Champions and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility
• Identifies and recommends process improvements that significantly reduce workloads or improve quality for his/her assigned area(s) of responsibility
• Serves as a resource to team members and applicable internal/external stakeholders on more complex assignments/projects for his/her assigned area(s) of responsibility
• Maintains knowledge on current and emerging developments/trends for assigned area(s) or responsibility, assess the impact, and collaborates with management to incorporate new trends and developments in current and future solutions
• Facilitates problem resolution meetings across organizations providing analyses and recommendations throughout the lifecycle of the process on more complex issues
• Develops appropriate metrics for reporting on key performance and quality indicators in relation to problem management
• Analyzes more complex trends, develops reports, and supports communication of issues to the business and IT throughout the problem recovery process
• Manages high severity outage incidents across organizations
• Evaluates and prioritizes service issues and executes problem escalations when necessary
• Collaborates with key internal and/or external stakeholders to manage, maintain, and tailor problem and root cause analysis processes
• Provide leadership and support to the problem management process
• Ability to read, analyze and interpret both internal and external documents such as general media/publications, professional journals, technical procedures, governmental regulations, policies, proposals, and standard operating procedures.

Preferred Qualifications

No preferred qualifications provided.