Major Incident Management
Company: eTeam
Location: Charleston
Posted on: April 24, 2024
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Job Description:
Role Description
Responsible for driving, managing and co-ordinating the response to
all Major and High priority incidents.
Ensure that all incidents are resolved efficiently and services
restored as quickly as possible
Responsible for clarifying the priority of incidents in order to
execute the level Incident Management or Major Incident Management
Process.
Responsible for timely communications to internal stakeholders and
resolver teams
Responsible for chairing and driving Technical and/or Management
conference bridges up to Executive Director level
Responsible for internal and/or vendor escalation up to Executive
Director level
Lead and/or Contribute to effective Major Incident Reviews produce
Major Incident Reports, as well as input to the Change and Problem
Management Processes as required
Single Point of Contact for internal stakeholders for all High
Priority Incidents
Incident Management of some lower priority incidents
Produce statistics and status reports for Major and High priority
incidents
Quality assurance of all Major and High Priority Incident tickets
within Service Now
Key Accountabilities
Working within a team covering 24/7, 365 days across the globe.
Understanding of incident management systems
nalysis ability, problem solving and decision-making skills
bility to influence and lead technical conversations with various
technical resolver teams
Written and verbal communication and presentational skills
Essential Knowledge, Experience and Skills
ITIL Foundation certified, ideally to ITIL v3.0
Good understanding of Incident management systems
7+ years in an Operational environment
bility to understand technical information and relay in business
terms
Understanding of working to SLAs ensuring minimal impact to
business
Problem solving and decision-making skills
Written and verbal communication and presentational skills
Strong customer focus
bility to work effectively under pressure and remaining calm and
focused under pressure/ in stressful situations
Preferred backgrounds would be in Production or Manufacturing
Keywords: eTeam, Charleston , Major Incident Management, Executive , Charleston, South Carolina
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