Major Incident Manager

Major Incident Manager

Location:

Wilmington, DE (On-site)

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).

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.