| ~ Major Incident Manager :: WI ~ at Remote, Remote, USA |
| Email: [email protected] |
|
http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=2273313&uid= Major Incident Manager Location: WI - Milwaukee 53044, Appleton 54911, Oshkosh 54901, Sheboygan 53081 area.. Hybrid onsite role 6 months and extendable ITIL Required Job Purpose: The MIM Manager is responsible for overseeing the Major Incident Management process and ensuring that critical incidents are effectively managed and resolved. This role is focused on minimizing the impact of incidents on business operations, coordinating incident response efforts, and driving continuous improvement in incident management processes. Key Responsibilities: Incident Management: Lead and manage the Major Incident Management process to ensure timely response and resolution of high-impact incidents. Coordinate with technical teams, service owners, and stakeholders to expedite resolution and mitigate business impact. Act as the primary point of contact for Major Incidents, ensuring communication flow across all levels. Facilitate Major Incident War Room calls, ensuring that all resources are aligned to resolve incidents efficiently. Escalation & Communication: Ensure effective escalation of incidents and risks to appropriate management levels. Maintain clear communication with stakeholders during major incidents, including status updates, impact assessments, and resolutions. Ensure incident documentation is accurate and timely, enabling proper post-incident reviews. Process Improvement: Review and refine the Major Incident Management process to identify opportunities for improvement and increase overall efficiency. Implement proactive strategies to reduce the occurrence of major incidents through trend analysis and problem management collaboration. Develop and maintain incident response playbooks, best practices, and training programs. Team Leadership & Collaboration: Lead a team of incident managers and service desk staff to ensure the timely and effective resolution of major incidents. Foster a culture of continuous improvement, encouraging collaboration and knowledge sharing across teams. Coordinate with Problem Management, Change Management, and other ITSM processes to ensure integrated incident management across the organization. Reporting & Metrics: Track and report on Major Incident performance, identifying trends and areas for improvement. Present metrics and analysis on major incidents to senior leadership and recommend actions for process improvements. Ensure proper root cause analysis (RCA) is conducted for recurring incidents and that preventive measures are implemented. Training & Knowledge Management: Provide training and mentorship to staff and stakeholders on the Major Incident Management process and best practices. Ensure that incident knowledge is accurately captured and stored in knowledge management systems. Qualifications: Bachelors degree in Information Technology, Business Administration, or related field (or equivalent experience). ITIL Foundation certification (ITIL v3 or ITIL 4) required; advanced ITIL certifications preferred. Minimum of 7+ years of experience in IT Service Management, with at least 2 years in a managerial or leadership role. In-depth knowledge of Incident Management and ITIL best practices. Strong experience with Major Incident Management tools (e.g., ServiceNow, BMC Remedy, etc.). Excellent communication and interpersonal skills with the ability to work in high-pressure situations. Strong problem-solving skills and the ability to manage complex technical incidents. Desirable Skills: Experience in a global or enterprise-level IT environment. Familiarity with related ITSM processes such as Change Management, Problem Management, and Service Continuity. Ability to manage and prioritize multiple incidents in a fast-paced, dynamic environment. Personal Attributes: Strong leadership and team management abilities. Excellent decision-making and conflict resolution skills. Highly organized, proactive, and results-oriented. Ability to manage stress and work effectively under pressure. Working Conditions: Availability for on-call support during major incidents, including after-hours. Ability to work in a flexible and dynamic environment with shifting priorities. Thanks Nitul Solanki (Account Manager) Email: [email protected] -- Keywords: information technology Wisconsin ~ Major Incident Manager :: WI ~ [email protected] http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=2273313&uid= |
| [email protected] View All |
| 10:00 PM 20-Mar-25 |