Job Summary
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
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