Major Incident Manager
3 semanas atrás
What will your role be?
The Major Incident Manager is responsible for the comprehensive management of all major IT incidents.
Responsibilities:
- Full ownership of P1 and P2 incidents, ensuring the resources and expertise are available to resolve the issue as quickly as possible.
- Collaborate with engineers to resolve all Priority 1 and 2 incidents.
- Manage outages by coordinating and escalating major incidents.
- Notify and update stakeholders, including internal management and customers, on incident progress and executive summaries.
- Collaborate with the entire company and vendors to resolve incidents within the SLA.
- Refine and improve operational metrics and processes to enhance customer service.
- Collaborate with the entire company and vendors to resolve incidents within the SLA.
- Notify and update stakeholders, including internal management and customers, on incident progress and executive summaries.
- Manage outages by coordinating and escalating major incidents.
- Collaborate with engineers to resolve all Priority 1 and 2 incidents.
Strong prioritization skills:
- Strengthen processes and identify knowledge gaps within the organization.
- Assist the Operations Manager with daily management and reporting tasks.
- Report and manage role-based reports for the customer.
- Mentoring/coaching team members.
- Improve and maintain customer and employee satisfaction.
- Work as part of a global Follow the Sun support model.
- Improve and maintain customer and employee satisfaction.
- Mentoring/coaching team members.
- Report and manage role-based reports for the customer.
- Assist the Operations Manager with daily management and reporting tasks.
Technology Knowledge:
- ITIL
- Service Now
- Networking Technologies
- Switching and Routing
- Wireless
- Security
- Data Center
- Load Balancing
- Service Provider-Class Networks
Certifications:
CCNA
ITIL
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