Job Summary

1.2.1      CRITICAL INCIDENT MANAGER

Key Responsibilities: 

• Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas.
• Take the ownership to oversee the day to day operations relating to Incident Management
• Manage Major Incidents or situations across providers
• Manage high priority incidents from start to finish providing regular management updates to and bringing a satisfactory outcome for the customer
• Running both technical conference bridges and business update calls
• Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
• Driving decision making for incident resolution and minimizing impact to the business
• Escalation to Senior IT Management
• Providing incident updates to stakeholders
• Capturing incident follow ups and completing formal Post Mortems
• Identifying stability trends and escalating them through the Problem Management process
• Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication
• Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents
• Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA

Qualifications/Skills:

• Must be an experienced resource with Minimum 7+ years of experience in Incident Management with knowledge & sound understanding of various IT technologies/domains.
• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
• Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
• Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
• Understanding of foundational IT technical issues and relationships
• Sensitivity and urgency in dealing with line of business outages.
• Ability to influence and lead technical conversations with various infrastructure support groups.
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills
• Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
• Supervisory skills and the ability to leverage support from other parts of the organization
• Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
• Understanding of Technologies & ITSM Tool
• Coordination, negotiation, and persuasion skills

Key Responsibilities

Skill Requirements

ITIL

Other Requirements