Job Description :
We are actively looking for a Major Incident Manager at Cary, NC
Mode: Contract
Experience required :
Develop, coordinate and promote the ITIL-based Major Incident process, including critical incident handling, and continually improve to standard methodologies.
Standardize and provide Major Incident metrics, critical metrics and Critical Success Factors and perform in-depth analysis.
Identify trends and Problem nominations through Incident analysis.
Serve as the partner concern point of contact for critical incidents.
Lead the Major Incident Response Team (MIRT) to follow Technology Services Incident Management Processes and the defined critical incident handling procedures.
Ensure the Major Incident Response Team (MIRT) meets resolution dedications as specified under SLA.
Direct the swift resolution of all raised incidents within acceptable timeframes by coordinating needed efforts internally (TS teams, product teams and partners) and externally (i.e. vendor
Lead communication effort during critical service interruptions through TS, business partners, and upper management on resolution and restoration status updates.
Conduct critical incident post resolution reviews and make on-going operational improvement recommendations.
Interact frequently with infrastructure, application, development and security groups on support roadmaps and operational agreements.
Provide input on the design and implementation of service stability monitoring, alert notification and critical issue mechanisms/processes.
Review the efficiency of the Incident process; identify service improvement areas.
Ensure all incidents are logged and documented appropriately in the system of record (ServiceNow
Attend Change Advisory Board (CAB) meetings and collaborate with other teams to review changes and provide recaps.
Ensure that incident management documentation practices are well planned and agile; including live documentation utilized during an outage.
Deliver training as necessary to support teams to accurately document incidents in the system of record (ServiceNow
Update CMDB as appropriate.
Produce Major Incident performance reports to management and business partners.
Work with all internal technical teams, Service Management and external partners like customers and 3rd party.
Develop thorough knowledge and understanding of the functional and hierarchical dependencies that affect high-demand and production environments.
Areas of Impact:
Work results can influence short-term tactical decisions and service improvements.
Sets day-today objectives and delivers job responsibilities that impact areas that are directly linked to own job (immediate team) as well as extended teams.
Review output for accuracy and overall adequacy.
Experience and Qualifications:
A minimum of three (3) years of Incident and Major Incident process experience is typically required to perform at expectation.
Skills:
Thorough ITIL understanding – ITIL Foundations certification required, additional certifications preferred
Analytical skills
Professional Customer interaction skills
Professional interpersonal, presentation and organizational skills
Competencies:
ITIL Incident, Problem and Change process
Attention to detail
Driven to action without specific direction
Self-starter