The role : 1. Assess and / or obtain business impact resulting from IT outages or issues a. Coordinate resolution to IT outages until ownership can be identified and assigned 2.
Manages Major Incident (MIs) a. Drives restoration by asking the right questions b. Ensures communications regarding major incidents are properly prepared to achieve desired results 3.
Focus is on effective executive communications a. Gives precise and confident information about progress towards service restoration b.
Coordinates the creation of MI teams c. Communications must be timely, accurate, and specific to business segment affected 4.
Ensures business impact is eliminated and / or acceptable performance levels before closure 5. Schedules and facilitates major incident meetings and phone conferences 6.
Manage incidents throughout their lifecycle a. Facilitates resolution of complex incidents to ensure positive and timely outcomes b.
Incident Manager will capture all Business Critical Incident details and update all necessary documents. c. Incident Manager will provide required notifications and updates on all Business Critical Incidents d.
Handle infrastructure elevations requests helping accelerate resolution of issues before they impact the business 7. Respond to customer’s elevations and escalations in a timely and professional matter Ensure all issues and questions are followed up on and escalated as appropriate Education and Experience Required : Bachelor’s degree in Management Information Systems / Computer Science or equivalent experience and a minimum of 10 years of related experience or a Master’s degree and a minimum of 8 years of experience.
Knowledge and Skills Required : Strong verbal and written communication skills and technical leadership skills. Strong experience with infrastructure environments (e.
g. operating system, hardware, data center, security, network, voice, end user and server / web related applications). Strong experience with business Information Technology (IT) applications (e.
g. supply chain, customer relationship mgmt, HR, finance) . Strong experience in scripting and / or programming language.
Strong experience with implementation, problem analysis and solutioning of infrastructure and business application environments.
Foundational or expert knowledge and experience with Information Technology Infrastructure Library (ITIL). Web technologies.
Exhibits a high level of initiative and integrity. Strong problem solving, priority setting, and collaboration skills. Good organizational and analytical skills.
Possess creative ability, consulting skills, leadership qualities, credibility and self confidence. Influencing skills and ability to work effectively in a geographically dispersed team.
Demonstrated technical leadership skills. Ability to translate business needs into technical requirements and solutions.