Job Description :
Role : Senior Analyst Project/Program Management
Location : Round Rock ,TX
Mon-Thur 4pm-1am
Must be able to come onsite in Round Rock ,TX
Role Responsibilities:
MIM team analysts lead the co-ordination and management of the incident management process with IT teams across the globe.
The team manages global conference calls (bridge calls), engaging, escalating and driving all relevant technical parties and expertise to push for speedy service restoration.
In addition the team co-ordinates communication of status to predefined business & IT partners. Using well defined processes and procedures, you will be the main point of contact for assembling and coordinating key technical and management resources, as well as leading and tracking the resolutions of IT incidents.
You will be required to lead complex high severity incidents
Act independently under general direction.
Work with cross functional teams, globally, and across cultural boundaries. Act as designated lead process owner (manager on duty) as required. •
Will lead/supervise execution of critical incident management (High and Critical Incidents) processes.
Assists support groups in preparing post incident documentation in support root cause analyses reviews.
o Apply business impact analysis techniques to evaluate impact of high severity problems, or potential impact of proposed changes.
o Coordinate communication and notification to IT support groups and management of status of high severity problems, and.
The key tenants of the MIM role are to open and launch MIM bridges, manage and co-ordinates communications and alerts
o Push teams during bridge calls to drive quick resolution of critical and high issues
o Constantly seek clarification and current resolution status and actions plan(s)
o Ensure status updates are sent as per defined frequency schedules
o Works with all Client teams in the achievement of the strategic and operational objectives of the group.