Major Incident Manager
Role: Major Incident Manager
Location: Irving, TX (Onsite)
Duration: Fulltime
Job Description
Location: Irving, TX (Onsite)
Duration: Fulltime
Job Description
- Drive all major incidents to resolution and provide all the proper communication during and after the issue is resolved.
- Perform the following Incident Manager responsibilities throughout a Major incident:
- Be the SPOC (Single Point of Contact) for *all* major issues (severity 1) no matter the region.
- Drive process adherence.
- Initiate bridge and send the information.
- Determine Technical Resources as needed and inform all required Business Teams
- Communication to all levels of management (written and oral)
- Executive Phone calls Severe Business Impacting Major Incidents
- Technical and Vendor resource engagement
- Vendor accountability and engagement
- Internal & Vendor Escalation Management
- Follow-up and ownership on RCA process
- Identify process improvements.
- Continuation of Business Reporting (Metrics -Monthly Governance Reports, Weekly Activity Reports)
- Continual process improvement - continue to optimize process to changing business requirements like the MIM process attached below.
- Handle Weekly, Monthly Review Meetings with Teams
- Present Weekly and Monthly Metrics on Major Incidents and Problem Tickets
- Technical knowledge transfer
-
Seniority level
Mid-Senior level -
Employment type
Contract -
Job function
Information Technology -
Industries
Staffing and Recruiting
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