Job Description :
This position, “Critical Incident Manager" chips in and grants a superb career opportunity by owning and driving the activities related to the Major Incident Management (IcM) process for client’s critical Infrastructure, Applications and services.
You collaborate directly by leading, commanding, and controlling major incidents where financial, reputation, and/or legal/regulatory impact to organization is at risk.
Roles and Responsibilities:
Triage all the appropriate support teams for expedite troubleshooting within a technical bridge and business bridges
Ensuring that the right incident roles are being covered.
Executive summaries for Director/VP levels to Summarize on Critical and High Priority Major Incidents
Master priority determination based on extracted information and impacts
Sensitive to future impact and risk to customers/stakeholders to triage and settle severity
Act as leader to have general oversight on regional Major Incident events
Lead L1 and L2 activities and master each of its tasks.
Leading and Conduct Major Incidents with High Priority
Providing status of the situation anytime a senior request arise and explain at technical and business level.
Provide and document input for Root Cause Analysis
Handle and deal with Executive calls
Having executive representation whenever needed on Huddles and Staff sessions
Running Senior interaction at any level and challenge handling
Abilities:
Critical Thinking
Deductive Reasoning
Problem Solving
Leadership – Capacity, Capability, and Competency (“Leaders inspire other to take action”)
Commanding presence
Active and Agile Listening
Maintaining a professional demeanor and attitude while being aggressive
Ability and confidence to act with decisiveness on critical decisions
Exercise influence over a wide variety of individuals at all levels of technical & business leadership
Ability to multi-task and make good judgments in a dynamic, high stress environment.
Ability to challenge information if the response does not fit the situation
Excellent telephone, oral communication skills, strong verbal and written English
Good interpersonal & relationship building
Ability to learn and develop quickly.
Qualifications:
Experience:
Strong formation in running incidents / situations / crisis events in a large, complex enterprise environment
Wide technical experience – preferably in leadership or a domain expert contributor role in an application support or infrastructure organization
Well-trained specialist working in a proficient environment
Experienced on interacting with a demanding customer focused service delivery organization
Demonstrable understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
Industry recognized trouble shooting methodology to be able to ask the right questions
Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
Qualifications:
University undergraduate BS/BA degree preferred
ITIL v3 Certification(s)
Good Verbal and written communication skills.