Senior Incident Manager, Service Operations

Key Responsibilities

•  Lead and direct all activities during a major incident, maintain a sense of urgency to ensure swift and effective restoration.

•  Facilitate technical troubleshooting efforts and engage additional technical support as needed, including vendor support.

•  Collaborate with technical teams and form action plans for incident recovery with specific actions, owner and deadlines and ensure these are completed.

•  Host conference calls to facilitate effective management of a major incident throughout its lifecycle.

•  Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution.

•  Build a strong collaborative relationship with the various support teams and understand various applications and technologies.

•  Document troubleshooting activities and resolution progress and status in the ServiceNow ITSM portal, to provide an accurate timeline.

•  Ensure proper documentation of any changes implemented as part of incident resolution.

•  Establish and maintain communication channels with stakeholders, including senior management and affected users.

•  Liaise with Crisis Management for incidents impacting Critical business applications or Core infrastructure services.

•  Identify process optimization opportunities and contribute to the implementation of proposed solutions.

Skills and Experience

•  At least 5 years experience in managing Major Incidents or experience in a similar role within the ITSM structure/environment.

•  Enterprise IT experience and a good working knowledge of the broad suite of IT technologies and technical environments.

•  Excellent communication skills and the ability to deal tactfully with people at all levels, including senior staff, clients and vendors.

•  Excellent coordination skills to manage complex technical investigation streams.

•  Strong knowledge of the ITIL framework and service desk tools. Certification in Service Management preferred.

•  Be a self-starter, work independently and adjust to changing priorities.

•  Availability outside of normal business hours will be required on an as-needed basis.