Major Incident Management

Company: eTeam
Location: Charleston
Posted on: April 24, 2024

Job Description:

Role Description

Responsible for driving, managing and co-ordinating the response to all Major and High priority incidents.
Ensure that all incidents are resolved efficiently and services restored as quickly as possible
Responsible for clarifying the priority of incidents in order to execute the level Incident Management or Major Incident Management Process.
Responsible for timely communications to internal stakeholders and resolver teams
Responsible for chairing and driving Technical and/or Management conference bridges up to Executive Director level
Responsible for internal and/or vendor escalation up to Executive Director level
Lead and/or Contribute to effective Major Incident Reviews produce Major Incident Reports, as well as input to the Change and Problem Management Processes as required
Single Point of Contact for internal stakeholders for all High Priority Incidents
Incident Management of some lower priority incidents
Produce statistics and status reports for Major and High priority incidents
Quality assurance of all Major and High Priority Incident tickets within Service Now

Key Accountabilities

Working within a team covering 24/7, 365 days across the globe.
Understanding of incident management systems
nalysis ability, problem solving and decision-making skills
bility to influence and lead technical conversations with various technical resolver teams
Written and verbal communication and presentational skills

Essential Knowledge, Experience and Skills

ITIL Foundation certified, ideally to ITIL v3.0
Good understanding of Incident management systems
7+ years in an Operational environment
bility to understand technical information and relay in business terms
Understanding of working to SLAs ensuring minimal impact to business
Problem solving and decision-making skills
Written and verbal communication and presentational skills
Strong customer focus
bility to work effectively under pressure and remaining calm and focused under pressure/ in stressful situations
Preferred backgrounds would be in Production or Manufacturing

Keywords: eTeam, North Charleston , Major Incident Management, Executive , Charleston, South Carolina