Vacancy expired!
Job Title: Major Incident ManagerLocation: Onsite – Coppell, TexasVaccination is required Mandatory Skills(Top 5 Keywords or skills)Major Incident Management 5 years expChange Management 3 years expProblem Management 3 years expCommunication Skills 3 years expTeam Player In Scope:
- Ability to answer critical phone calls, and organize Major Incident bridge calls involving numerous IT support teams
- Follow the severity and priority definition provided by application and infrastructure teams
- Ensure that the appropriate communications are sent within established SLAs to senior management and the business keeping them advised of the incident and of the customer impact
- During a Major Incident, actively document a detailed timeline including key milestone
- Act as a key point of contact for business and IT executives during and after Major Incidents
- Monitor various channels including monitoring dashboards, phone, chat, and email for signs of a potential Major Incident
- Team will work on MI reported via phone, email or chat messaging from service Desk or other engineering teams
- At times when there is not an active major incident, the team should flex to support the Ops team by working tickets and issues assigned to Ops
- Resources aligned to this body of work must have a minimum of two-years Major Incident Management experience working with a wide range of enterprise technologies, such as distributed services (server and database), network, mainframe,
- Handle other ITOM related tasks like Change Management, Problem Management, etc.
- Define Major Incidents
- Technical resolutions & Knowledge articles updates
- Driving problem management/RCA for Major Incidents
- 3rd Party/vendor Coordination
Vacancy expired!