Major Incident Response Manager

This position works in conjunction with the IT Major Incident Management Team Lead and Manager as the focal point for major/critical business and technical incidents and problems, and is responsible for executing critical Incident and Problem management processes effectively. This includes commanding and leading high severity bridge calls, coordination of efforts with technical support teams to resolve existing IT service disruptions and follow-up problem identification with the ultimate goal of resolving problems permanently and preventing their reoccurrence.

This position will consult/analyze and deliver on more complex IT support assignments/projects for his/her assigned area(s) of responsibility. He/She will also act as a resource to applicable internal/external stakeholders for resolution of more complex technical problems. Requires a high degree of communication; analysis of problem data; and reporting on systems availability.

• Consults/Analyze on more complex assignments and/or projects for his/her assigned area(s) of responsibility.
• Champions and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
• Identifies and recommends process improvements that significantly reduce workloads or improve quality for his/her assigned area(s) of responsibility.
• Serves as a resource to team members and applicable internal/external stakeholders on more complex assignments/projects for his/her assigned area(s) of responsibility.
• Maintains knowledge on current and emerging developments/trends for assigned area(s) or responsibility, assess the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
• Facilitates problem resolution meetings across organizations providing analyses and recommendations throughout the lifecycle of the process on more complex issues.
• Develops appropriate metrics for reporting on key performance and quality indicators in relation to problem management.
• Analyzes more complex trends, develops reports, and supports communication of issues to the business and IT throughout the problem recovery process.
• Manages high severity outage incidents across organizations.
• Evaluates and prioritizes service issues and executes problem escalations when necessary.
• Collaborates with key internal and/or external stakeholders to manage, maintain, and tailor problem and root cause analysis processes.
• Provide leadership and support to the problem management process.
• Ability to read, analyze and interpret both internal and external documents such as general media/publications, professional journals, technical procedures, governmental regulations, policies, proposals, and standard operating procedures.

• 3 - 5+ Years of experience in Information Technology (IT) critical/ major Incident management, commanding severity bridges, and Problem management Management (Required)
• Understanding of IT in a large organization and complexities of supporting users and systems across multiple locations.
• Ability to perform under stress in cases of emergency, critical or hazardous situations.
• Ability to work with others in a team environment.
• Demonstrates strong communication skills
• Demonstrated ability to identify and recommend processes improvements.
• Demonstrated strong relationship management skills with internal clients (e.g. senior management, peers and colleagues); proven ability to develop creative and collaborative approaches.
• Demonstrates strong interpersonal skills with a collaborative style.
• Demonstrates strong project management leadership skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines.
• Finds common ground and can gain collaboration among management, colleagues and peers; can influence outcomes without directing or commanding.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).