Management of Major and Severe impacting incidents primarily involving large-scale infrastructure issues or high-risk data/application issues. This includes but is not limited to:
- Time-sensitive communication to business partners and others when SLA/Customer impact is identified.
- Running both technical conference bridges and business update calls.
- Collating technical and business impact.
- Driving decision-making for incident resolution with the goal of minimizing impact on the business.
- Escalation to Senior IT Management.
- Providing incident updates to stakeholders (Service announcements).
- Capturing incident follow-ups and assisting in compiling Post Mortems.
- Identifying stability trends and escalating them through the Problem Management process.
- Coordinating decision-making and communication of critical, emergency break-fix work by chairing conference calls and publishing formal communication. This includes working with business unit-aligned IT teams to coordinate critical business events (i.e., emergency changes).
- Work with all IT teams in an effort to improve the overall stability of the production environment.
- Producing metrics for daily, weekly, and monthly circulation with a focus on KPIs, trending, and analysis for IT groups and Management.
Skills Required
- Excellent communication skills (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc., at all levels of the organization is essential.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- Proven troubleshooting skills within a support environment, including a strong sense of commitment and drive towards incident resolution.
- Client focus and ownership - use of own initiative and a proactive approach to work.
- 3+ years of work experience in incident/problem Management.
