Job Description :
Title : Major Incident Manager Location : Dublin, OH Duration : Full time Job Description: Experience with ITIL and ITSM systems/tools to provide support and IT metrics. Frequently interacts with subordinates, customers and peer groups at various management levels and provides timely status updates. Managing critical events, which includes facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders, Ensuring that our ITIL aligned Incident Management processes are followed so that event management is consistent throughout the organization & the Incident lifecycle. Documenting all details related to Major Incidents; persons & teams engaged, service restoration activities, associated results, root cause results, preventative action items, for Problem Management. Conducting after-action reviews & RCA investigations with all parties actively engaged during a Major Incident and participating as needed in the Problem Management process as part of the investigatory team. Participating as a senior member of the global team to coordinate seamless transition of active events across and between regions (follow the sun), and participate in and assist with communications, reporting, and follow up actions. Analyzes production software applications using tools such as monitoring, capacity analysis and root cause analysis to identify and drives changes that ensure continuous improvement in application stability and performance. Demonstrates problem solving ability that allows for effective and timely resolution of system issues including, but not limited to production outages. Monitors and manages proactive maintenance of applications, including documentation of support cookbooks and SOPs. Plans and executes IT implementations/changes that ensure success and minimize risk of system outages or other negative production impacts. Demonstrates knowledge of system information dependencies, end-to-end application transaction competency and accounts for HIPAA/PHI security protocols. Knowledge of software development life cycle, modeling of business processes, application design patterns, business/functional documents. Estimates to high-level business requirements and provides options analysis. Demonstrates knowledge of software development techniques and fluency in software languages and application programming interfaces. Demonstrates broad knowledge of infrastructure subcomponents and interoperability including (but not limited to) cloud technologies, network, firewall, server, storage, telecom, AD, SMTP, SFTP, SSIS, SQL, etc.

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