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Process and Reporting
Provides oversight and direction on issue and incident management and the development of processes and procedures to ensure effective support coordination and tracking of these activities across the broader team.
Focuses on the restoration of normal service operation as quickly as possible to minimize the impact on business operations leveraging applicable industry best practice support frameworks, including the IT Infrastructure Library (ITIL).
Prepares internal reports on Major incidents for review with Executive Management.
Documents activities and events that occurred during remediation efforts.
Makes recommendations on action items and preventive actions that can be taken
Assists in the review of the incident management SLAs and the coordination of activities required to lead significant incidents in compliance with these SLAs and OLAs.
Appropriately prioritizes incidents based on knowledge of Company s systems, infrastructure and business processes with a sense of urgency. Helps facilitate resolution across Company s technical teams and vendor partnerships for the timely resolution of issues.
Develops a culture of quick problem assessment and resolution across the broader team.
Ensures continuous improvement of IT support services with an emphasis on proactive planning and outstanding service.
Documents and communicates the process, policies and procedures for obtaining IT support for major incidents.
Ensures that effective communication is maintained with the appropriate stakeholders during a major incident
Participates in the development of outage communications to all levels within the organization.
Gains a clear understanding of upcoming IT/Infrastructure projects and changes to understand and evaluate potential impacts on Company s user community.
Communicates effectively with technical teams and business partners.
Serves as an escalation point of contact high priority Incidents
Takes ownership and drives technical bridge calls, engaging all key stakeholders and vendors to minimize resolution time
Builds effective relationships with technical and business organizations throughout Company and Company s vendor partnerships to better support the overall team and the effective resolution of incidents/restoration of services.
Works closely with application and infrastructure teams to proactively monitor the environment and engage necessary teams when issues arise
Demonstrates strong ability to work in a team environment and fosters cross-team and cross-area collaboration.
Implements a culture where information is shared and consistent processes and metrics are used
Ensures documentation is captured appropriately and is easily accessible to the team members
Experience and knowledge incident and major incident management processes
Ability to clearly articulate messages to a variety of audiences
Good judgment in seeking and providing advice and counsel, independent of direct management oversight.
Ability to work independently, and as part of a team, and manage competing prioritie
Excellent skills/abilities in organization, planning, and multi-tasking, resilience, flexibility and adaptability
Extreme professionalism and business Acumen
Able to work effectively at all levels in an organization
Forward thinking with a holistic approach
Problem solving and root cause identification skills
Ability to handle stressful situations effectively
Acute business acumen and understanding of organizational issues and challenges
Exceptional written and verbal communication skills
Demonstrates conflict and situation management skills
Demonstrated ability to effectively communicate at the technical and business management level.
ITIL certification and an understanding of Agile methodologies preferred
s degree or equivalent work experience recommended
Ability to on a rotational on call schedule when applicable
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