Major Incident Manager

Role:
Major Incident Manager

Location:
Wilmington, DE (On-site)

FTE/ Contract

Note:
Work shift timings will be determined by the customer based on their operational requirements.

Shift time:
Mondays through Thursdays 11:00pm - 09:00am ET (Friday, Saturday and Sunday off).

Job Description:

(Must haves)

• Must carry a minimum of 5+ years of experience as Major Incident Manager.

• Review proposed major incidents and access validity based on business impact.

• Facilitate troubleshooting bridge calls to drive issues to resolution.

• Document activities and discussion of the major incidents.

• Communicate/Escalate throughout any event to required levels of leadership.

• Generate and Distribute an After-Action Report for every Major Incident.

(Good to haves)

• Recommend Corrective actions to the Problem process for postmortem discussion.

• Ensure sure SOP(s) are up to date.

• Contractor shall facilitate a Daily Operations Call reviewing previous major incidents and reviewing upcoming changes.

• Contractor shall consolidate and provide daily reports reviewing incidents, changes and problems within the environment.

• Contractor shall assist in the problem management activities and process as needed, including but not limited to the following.

• Recommend corrective actions based on Major Incident events.

• Ensure Problem management resources receive all pertinent information regarding problems or Root Cause Analysis events.

• Flexible to work in any shift.

• Good communication skills to interact with both customer and end user over phone and through email.