Job Description :
Job Title: Critical Incident Management Coordinator
Location: US-NY-New York.
Duration: Long Term

Currently has a career opportunity for a Critical Incident Management Coordinator in our client's office located in Dorchester, MA.

Job Overview:

The Critical Incident Management Coordinator is accountable for the execution of the Critical Incident Service Restoration process in her/his area of responsibility by managing its own set of critical incidents. He/She’s also responsible of communicating the progress of Critical Incident resolution to IT management / Business and participates in the Post Incident review after Critical Incident resolution. He/she is one of the Escalation contacts for Critical Incidents within IT. He/she will be utilizing the ServiceNow Incident Management platform.


Responsibilities:

Takes the ownership of the Critical Incident and ensures the analysis of its business impact and the coordination / driving of the resolution by synchronizing efforts and bringing together the relevant resolution teams;
Decides upon Critical Incident Management technical bridges participants;
Chairs the Critical Incident Management technical bridges meetings;
Acts as a liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets;
Chairs Management Calls aiming at keeping the IT management informed about the progress of the Critical incident resolution;
Responsible for Communication to the IT management and Business for all Critical incidents ongoing and resolved;
Contributes to the activation of ad hoc communication plans for specific Critical Incidents;
Contributes to the activation of Critical Incident procedure when relevant;
Ensures that, following the resolution of each incident, that the incident is documented and logged appropriately;
After the Critical incident resolution, coordinates the Post Incident Review with the involved Delivery teams;
Ensures that, following the resolution of each P1 Incident, Problem Management is initiated to diagnose the underlying cause of the Incident;
Communicates actively with the different members of the teams involved in the Critical Incident Management resolution (Service Desk, Delivery teams, IT stakeholders, Business Incident Mgmt);
Ensures terminology used (technical or business) is understood by both business and technical teams;
Availability to work outside normal business hours (Oncall rotation


Qualifications:
Highly independent and self-directed individual capable of working with minimal supervision.
Able to coordinate a team of people in multicultural environment, including IT providers, IT technical teams, as well as technicians from business areas
Excellent interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and non-technical stakeholders.
Strong problem-solving skills
Sense of urgency
Strong organizational skills with the ability to manage multiple tasks simultaneously
Excellent verbal and written communication skills (English & Spanish)
Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential.
Customer focus and ownership, use of own initiative and a proactive approach to work
Familiar knowledge of ITIL processes
Experience in Incident Management platforms such as ServiceNow, etc
Experience in managing escalations in crisis situation
Background and experience in one or many of the IT domains below is beneficial:
Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP)
Data Center (Wintel, Unix, Storage,…)
Cybersecurity
Databases
Cloud Services
Enterprise Data Warehouse
A Degree in Computer Engineering, equivalent related technical certifications with professional experience.
At least 1 year of relevant working experience in Incident Management in complex technology environments
Thorough knowledge of IT concepts, strategies, and methodologies
Thorough knowledge of business functions and extensive understanding of business operations, strategies, and objectives
Familiar knowledge of Process and IT service management concepts such as ITIL and ITSM.