Major Incident Manager

JOB CODE: 10086

PAY RANGE: $ - $ ANNUALLY

MAJOR INCIDENT MANAGER

EXEMPT

MGR – IT SERVICE MANAGEMENT

IT – SERVICE MANAGEMENT

As a Major Incident Manager within the IT Operations department, you will manage our Major Incident Management Process across the entire organization. This includes facilitation of technical and application recovery bridges, documenting recovery timelines, executing playbooks for outages, ensuring teams follow incident protocols, and running point on incident communication plans. The Major Incident Manager will also manage the problem management process.

This includes managing post major incident activities of root cause analysis, resulting action items, and updating documentation.

• Ensuring flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction.
• Creating, communicating, and executing the incident response strategy and actions for individual incidents.
• Managing resources assigned to the incident and ensuring the incident receives proper support to drive resolution as quickly as possible.
• Escalating, prioritizing, communicating, and coordinating high severity incidents ensuring adherence to the company’s incident response process.
• Addressing incoming escalations from executives regarding the incident.
• Ensuring all agreed‑to operational policies and procedures are adhered to and championing the incident response process in alignment with ITIL processes.
• Driving the incident response process from detection through containment and eradication.
• Leading coordination with internal stakeholders through resolution of the incident and root cause analysis.
• Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, and Leadership to ensure alignment across the business.
• Leading cross‑functional post‑incident process reviews to ensure continuous improvement of operations and execution.
• Contributing to the improvement of the incident response process based on lessons learned.
• Training and mentoring staff on the incident response process.
• Ensuring that the Major Incident Management process is documented and updated.
• Remaining updated on the latest industry standards in the Major Incident Management process area.
• Submitting change requests to change management as required to eliminate known problems.
• Recording, managing, and advancing the problem by escalating to the elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.
• Creating tasks for other IT departments to work on the problem resolution.
• Monitoring problem resolution and closure.
• Analyzing historical data to identify and eliminate potential incidents before they occur.
• Developing metrics and reporting requirements and maintaining relevant SLA/KPI metrics for both the incident and problem processes.
• Serving as backup and assistance for other ITSM process owners supporting change, asset, and knowledge management.
• Maintaining a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti‑money laundering laws appropriate to the position.
• Prior experience in a 24x7x365 operations environment; experience with mass notification tools desired.
• Performing other job‑related duties as necessary.

• Effective oral and written communication skills required to train, direct, and evaluate staff, diagnose, correct and log computer projects and problems.
• Strong organizational and time management skills; ability to articulate system methodologies and concepts; communicate effectively in providing technical guidance and expertise to other staff.
• Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.

• Internal:
  All levels of staff and management.
• External:
  Vendors.

• Education:
  
  Bachelor’s degree in Computer Science, Management Information Systems or…