Job Description :
Job Description

Manage incidents impacting the most critical part of our company, our external & internal customers.
Effectively communicate impact & status of incidents externally & internally.
Help with the RCA development and review process after each incident. This entails the documentation of what, when, why, learnings and the planned long-term resolution.
Work with teams to improve and/or correct the processes or technical shortcomings which lead to the incident. Some activity may be owned long-term by the lead incident management team, while other application-specific changes may be transitioned to release or project managers associated with specific application development efforts.
Required Skills

Exceptional verbal and written communication skills - ability to modify communication style to match the appropriate level of the audience targeted, with strong understanding of the impact of a message on the organization or customer.
Exceptional bias for action – willing to move quickly and decisively to resolve an incident.
Strong attention to detail - ensuring processes are followed and root cause remediation is planned and executed for each issue, and that actions are fully documented.
Previous Incident and or Problem Management experience is preferred. BMC/Remedy/Service Now
Experience working with Operations, Development and QA teams is preferred.
Because incidents are not planned, flexibility with work schedule.
             

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