Job Title: Major Incident Manager

Location: Irving, TX onsite from day one

Type: Full Time Position

Job Description:

Experience Required: 8 years

• ITIL Foundation Certificate (minimum), ITIL V.3 Foundation (Intermediate/Expert certification preferred)
• ITIL Operational Support Analysis (preferred)
• Minimum 4 years of experience leading or working on a Major Incident/Incident Management team.
• Knowledge in Incident, Change, and Problem Management.
• Experience with ITSM Tools, preferably ServiceNow.
• Strong prioritization, coordination, negotiation, and influencing skills while demonstrating empathy to ensure process adherence.
• Ability to control or lead conversations with various support groups.
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization.
• Strong cross technical background with proven troubleshooting skills, Highly motivated with strong leadership skills.
• Experience within the healthcare industry a plus.
• Proven knowledge of Service Level Management ITIL frameworks.
• Establish/maintain/improve Major Incident Management policies, processes, and procedures.
• Participate in process reviews.
• Monitor and coordinate with IT Teams to ensure the Major Incident Management process is followed.
• Responsible for Major Incident Management process hand-offs between supporting ITSM processes.
• Analyze incident priority with focus on business impact and urgency.
• Drive Major Incidents involving high priority and large-scale IT issues.
• Host, chair and update technical, management and war-room bridges during Major Incidents.
• Partner with ITSM and the business to ensure the effectiveness/efficiency of Major Incident Management.
• Managing the recovery activities and communication of all Major IT incidents within customer centric SLAs. Driving IT and Business teams to restore services on a 24x7 on-call shared rostered.
• Deliver clear and concise communication to stakeholders. Includes all stakeholder communications across various Senior and Executive sponsors throughout the organization.
• Review statistics, KPI and trend reports for use in the Major Incident Management process.
• Obtain, prepare, and provide evidence of compliance of processes required during audits and reviews.

Generic skills: Soft skills ,Strong Communication ,Handle situation in front of Customer Senior people during Major Incident

Education: Bachelor's degree preferred.