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Major Incident Coordinator
Ref No.: 19-01984
Location: Fort Mill, South Carolina
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What You’ll Do:
 
In order to deliver our exceptional services, we need a team of dedicated and enthusiastic, hard-working, and customer service-oriented technicians! That’s where you come in!
 
The assignment will entail supporting multiple customers as the face of the company during Critical Incident and Major Service Outages. These are high visibility and pressure situations that require a high level of technical, emotional, and personal acumen.

 
The Critical Incident Response Team (CIRT) provides a 24x7 service for managing the most efficient and timely recovery of business and service impacting incidents within the organisation and to our clients by:
  • Providing a 24x7 Incident Management service for the effective and timely reporting of active or imminently business/service impacting incidents.
  • Utilizing standard processes for the identification, engagement and mobilization of the required incident recovery stakeholders and resources.
  • Providing dedicated and experienced Incident Management skills to ascertain accurate incident impact and manage incident recovery plans in a structured and timely manner.
  • Documenting key aspects of the incident lifecycle, including timeline, decisions made, incident participant, statements provided and actions taken.
  • Providing consistent, accurate and timely stakeholder communication and incident ticket administration for all managed incidents.
  • Providing a consistent interface into the Problem Management process and function and delivering peerless levels of service to our clients

You are responsible for ensuring the effective management and control of incidents as they occur, ensuring appropriate technology resources have been allocated in a timely manner, required communications and escalations have been actioned and the allocated resources are focused and have the right support and stakeholder engagement to ensure service is recovered as swiftly and safely as possible.   
A strong Incident Management process understanding and an ability to make swift and sound judgment decisions is a prerequisite for this role. 


Process Governance, Management & Incident Escalation:
  • Ensure the efficient management of business and service impacting major incidents to ensure timely recovery.
  • Ensure the provision of consistent, accurate and timely stakeholder communication and incident ticket administration for all major incidents.
  • Acts as a point of escalation for complex or multi-region and/or multi-business impacting Incidents.
  • Identifies and initiates resolutions for deviations from the standard procedures through regular reviews of process compliance within their area of governance.
  • Performs and delivers Incident Management reporting to support business and process requirements.


Skill Requirements:
  • Calm, controlled, level headed, rational, especially in stressful situations.
  • Ability to listen and understand without unnecessary interruption.
  • Ability to take control of stressful situations, ability to be firm but respectful to others.
  • Ability to quickly assess situations and derive pragmatic options and a preferred plan of action.
  • Ability to be flexible and work under stressful conditions.
  • Openness to innovation and controlled change.
  • Broad IT ‘Open Systems’ knowledge with expertise in a number of areas.
  • ITIL Foundation Qualified.
  • Experience in managing production incidents in a large heterogeneous environment.
  • A good understanding of both Application and Infrastructure operations and associated supported technology.

Education and Professional Experience:
  • 5 yrs + experience in IT in large environments, operational experience, technical education (e.g. engineer, programmer, technician), 
Either possess an ITIL foundation certification or will obtain certification under own cost within 90 days of employment.

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com