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Major Incident Manager & Lead
Ref No.: 18-69989
Location: Sanra Clara, California
Position Type:Full Time/Contract
Experience Level: 8 Years
Start Date: 09/24/2018
Role Major Incident Manager & Lead
Mandatory Technical Skills
  • Minimum 5 years working directly within an incident management process
  • Minimum 3 years of high priority or major incident facilitation within a global IT services organization
  • Hand on Experience in active moderation of skype bridges, White boards, Creating and publish outage notifications
  • Hands on experience in Facilitating the major incident management process ensuring appropriate teams are quickly engaged, determine root cause, restore service, and communicate status
  • Expertise in assessing incident priority based on potential risk/business impact (escalate as necessary)
  • Create major incident tickets and collaborate with others to drive associated tasks to completion
  • Provide major incident insights and data required for the post mortem and availability processes
  • Collaborate with the Enterprise Command Center and Service Desk to identify patterns, events and issues which could prevent or limit major incident impact. Recommend resolutions to leaders and impactful teams.
  • Recommend adjustments to the major incident management process based on experience and anticipated future needs
  • Engaging and closely interact with application support/engineering teams
  • Drive resolution by active engagement of resolver groups
  • Experience in Call handling/ service desk
Desirable Technical Skills Project Management, Problem Management, Dynamics AX, Retail, CRM, Infra Support, Retail application support
Mandatory Technical Skills · Minimum 5 years working directly within an incident management process
· Minimum 3 years of high priority or major incident facilitation within a global IT services organization
· Hand on Experience in active moderation of skype bridges, White boards, Creating and publish outage notifications
· Hands on experience in Facilitating the major incident management process ensuring appropriate teams are quickly engaged, determine root cause, restore service, and communicate status
· Expertise in assessing incident priority based on potential risk/business impact (escalate as necessary)
· Create major incident tickets and collaborate with others to drive associated tasks to completion
· Provide major incident insights and data required for the post mortem and availability processes
· Collaborate with the Enterprise Command Center and Service Desk to identify patterns, events and issues which could prevent or limit major incident impact. Recommend resolutions to leaders and impactful teams.
· Recommend adjustments to the major incident management process based on experience and anticipated future needs
· Engaging and closely interact with application support/engineering teams
· Drive resolution by active engagement of resolver groups
· Experience in Call handling/ service desk
Total Experience Required Minimum 5 years' experience