Major Incident Manager

Major Incident Manager

Location:

Wilmington, DE (On-site)

FTE: ***
- *** Per Annum + Benefits

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).

• 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.

• Recommend corrective actions to the Problem process for postmortem discussion.
• Ensure sure SOP(s) are up to date.
• Facilitate a Daily Operations Call reviewing previous major incidents and reviewing upcoming changes.
• Consolidate and provide daily reports reviewing incidents, changes and problems within the environment.
• Assist in the problem management activities and process as needed.
• 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.

The pay range for this role is ***
- **** per annum including any bonuses or variable pay.
*** also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate.

“***” is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations.

Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator.