Major Incident Management Specialist

Join us as an Advisor, within the IT Major Incident Management Team (working remotely) supporting one of largest customers, to do the best work of your career and make a profound social impact.

Major Incident Management (MIM)

Join us as an Incident Management Specialist on our IT Service Delivery team to do the best work of your career and make a profound social impact, supporting one of largest customers.

What you’ll achieve

The objective of the MIM Team is the rapid restoration of applications or IT devices that are impacting the TBC IT Operations, Communications and Infrastructure while also providing detailed documentation as to what steps were taken to provide restoration.

Job Descriptions

Major Incident Management Specialist

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May require a bachelor's degree in a related area and 3-5 years of experience in the field or in a related area. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job function typically requires exercising independent judgment. Works under immediate supervision; typically reports to a supervisor or manager.

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Strengthen TBC’s major incident management functions with service restoration teams available 24x7 using ITIL methodology.

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Facilitate rapid restoration of services by promptly engaging the required resources from across functional and geographic boundaries.

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Provide timely communication status to the Client Business Partners throughout the lifecycle of an incident.

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As a MIM, initiation of major incident impacting critical business impacting issues for application, network, platform, data integrity, or data loss. Skillfully lead and drive the MI to achieve Business Continuity Recovery at the shortest possible time.

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Engage and coordinate with various support teams and ensure actions taken by them leads to finding the resolutions.

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Constantly track the progress by performing timely status reviews on the teams working on fixing the issues.

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Provide concise, meaningful, and timely communication to all stakeholders and executive management at regular intervals.

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Perform ticket elevations to respective support teams for acting upon it. Follow-up until resolution achieved.

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Event monitoring is another vital role of monitor mission critical application and act quickly to elevate or open MI in case of any failures identified.

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MIM's need to display leadership qualities of managing Multi-app and other critical Site and network outage issues.

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The MIM role carries high visibility hence the resource needs to possess holistic knowledge on various technologies and IT processes, have to be a logical and critical thinker, excellent communicator and focused person in getting the Major Incident to closure with the best resolutions.

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Take detailed, concise, and accurate notes during the incident

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Use available tools to facilitate appropriate resources and validate business impact

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Management of After-Action Incident reviews for Major Service Outages (MSO) and Major Incidents, ensuring that follow up actions are documented

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Coordination of multiple teams working toward a common goal

Every Technologies team member brings something unique to the table. Here’s what we are looking for with this role: