Major Incident Manager

Job Purpose

This role manages Severity 1 and 2 Major Incidents that are impacting the client on production or financial environment. The Major Incident Manager (MIM) is expected to manage and take the leadership/Ownership of the incident and coordinate all the action plans, ETAs, follow-ups required to accelerate the recovery process and mitigate the Business impact to the client. The Major Incident manager will also document all actions and progress made and is responsible for the interaction/proper communication in the PMR (postmortem report) during crisis situations to ensure a high level of customer satisfaction. MIM will be engaged in problem resolution of complex problems relating to product or service installation, hardware or software issues, operations, performance, or other aspects of information technology products and services related to the individual customer's environment.

Essential Job Duties & Responsibilities

• Executing the Major Incident Management process tasks in alignment with established processes, minimizing business impacts and meeting SLA targets
• Managing outages, performing impact assessments, coordinating resolution, driving incident calls, raising (both technical and hierarchic), communicating (including senior management) as well as coordinating all incident support activities
• Capture, triage (classification and prioritization) and raise incidents to technical teams as necessary.
• Work an operational schedule including weekend on-call rotation.
• Identifying Major Incident impacts that directly affect the customer's ability to function.
• Develop and maintain relationships with client partners/Vendors/Stakeholders

Knowledge, Skills & Abilities

• Strong communication skills; Fluent English
• Able to establish and maintain strong relationships.
• Able to work in a fast-paced environment.
• Able to work effectively at all levels in an organization.
• Must be a team player and able to work collaboratively with others.
• Self-starter who is highly motivated and organized with an inclination for execution.
• Strong results orientation, with a focus on quality and attention to detail.
• Effective time management and prioritization skills.
• YES - Strong knowledge of MS Office including Excel, PowerPoint, Word, and SharePoint
• Strategic thinking and leadership level communication skills.
• General understanding of Application Tiering Models

Education and Experience

• Knowledge on hardware and software products (UNIX, Windows, Mainframes, Storage and Network Systems)
• At least 8+ years' experience in Service Management and 5+ in Major Incident Handling
• At least 5+ years' experience in Client Facing
• ITIL certified
• Critical Thinking, Problem Solving. Leadership Capacity, Ownership, and accountability
• Active Listening and confidence to provide recommendations
• Experience with an ITIL related tools a plus: BMC Remedy, Jira, xMatters
• Insurance or financial services experience preferred