Major Incident Manager

Job Description:

Coordinates and drives Restoration of Service for Major Incident events.

Accountable for the efficient and effective execution of the Major Incident Management process

Participates and leads in Major Incident events as required

Communicates and collaborates with business partners and IT Staff as per the prescribed frequency

Vendor management/relations/escalations

Filter distractions that would hinder or slow down the efforts of the troubleshooting team

Consult with Executive Leadership (CIO/DCIOs) for decision guidance, as necessary

Reporting, Metrics and analysis

Develops and Maintains the ServiceNow Major Incident Response module and interfaces with notification tools.

Implements improvements and strategies to support the objectives of the Major Incident Process

Ensures that the Major Incident Management process is documented and update

Provides governance, functional goal definitions, and critical success factors for the Major Incident Management process focusing on Continual Service Improvement (CSI)

Develops metrics and reporting requirements and maintains relevant SLA/KPI metrics

Responsible for process implementation related to ITSM Tools

Represents the Major Incident Management process area to IT and Business associates

Ensures Major Incident Management process integration with other ITIL process areas

Remains updated on the latest industry standards in the Major Incident Management process area Participates in training, guides, and advises associates on the Major Incident Management Process Problem identification and recording

Problem investigation and diagnosis

Identifying underlying causes of incidents and preventing reoccurrences Developing workarounds or other solution to incidents

Submitting change requests to change management as required to eliminate know problems

Recording, managing, and advancing the problem by escalating to the elevated level expertise, if appropriate, by integrating with change management, incident management, and configuration management

Creating tasks to work on the problem resolution

Problem resolution and closure.

Analyzing historical data to identify and eliminate potential incidents before they occur Coordinates and drives Restoration of Service for Major Incident events.

Accountable for the efficient and effective execution of the Major Incident Management process

Participates and leads in Major Incident events as required

Communicates and collaborates with business partners and IT Staff as per the prescribed frequency

Vendor management/relations/escalations

Filter distractions that would hinder or slow down the efforts of the troubleshooting team

Consult with Executive Leadership (CIO/DCIOs) for decision guidance, as necessary

Reporting, Metrics and analysis

Develops and Maintains the ServiceNow Major Incident Response module and interfaces with notification tools.

Implements improvements and strategies to support the objectives of the Major Incident Process

Ensures that the Major Incident Management process is documented and update

Provides governance, functional goal definitions, and critical success factors for the Major Incident Management process focusing on Continual Service Improvement (CSI)

Develops metrics and reporting requirements and maintains relevant SLA/KPI metrics

Responsible for process implementation related to ITSM Tools

Represents the Major Incident Management process area to IT and Business associates

Ensures Major Incident Management process integration with other ITIL process areas

Remains updated on the latest industry standards in the Major Incident Management process area Participates in training, guides, and advises associates on the Major Incident Management Process Problem identification and recording

Problem investigation and diagnosis

Identifying underlying causes of incidents and preventing reoccurrences Developing workarounds or other solution to incidents

Submitting change requests to change management as required to eliminate know problems

Recording, managing, and advancing the problem by escalating to the elevated level expertise, if appropriate, by integrating with change management, incident management, and configuration management

Creating tasks to work on the problem resolution

Problem resolution and closure.

Analyzing historical data to identify and eliminate potential incidents before they occur