Major Incident Manager / Crisis Management

Job Title: Incident manager

Location: Iselin, NJ (Day1 Onsite)

Position Type: Fulltime

Job Description:

• Major Incident Identification: Promptly identify major incidents, assess their impact, and classify them based on predefined criteria.

Notification: Initiate and lead communication to notify stakeholders about the incident and its potential consequences.

• MIM Coordination: Coordinate all resources and personnel required to resolve the major incident, including technical teams and subject matter experts.
• Escalation: Escalate incidents as necessary to ensure timely resolution, involving senior management when required.
• MIM Resolution Management: Drive the incident resolution process, ensuring that issues are addressed in a structured and effective manner.
• Documentation: Maintain detailed records of incident timelines, actions taken, and resolutions for post incident analysis.
• Communication: Provide regular status updates to stakeholders during the incident and ensure accurate and timely communication throughout the incident lifecycle.
• Post Incident Review: Conduct post incident reviews to analyze the incident response, identify areas for improvement, and implement corrective actions.
• Continuous Improvement: Continuously refine and improve the major incident management process and associated procedures.

Mandatory Skills

• Proven experience in Major Incident Management within an ITIL framework.
• Strong analytical skills with the ability to assess incident impact and prioritize effectively.
• Excellent communication skills, both verbal and written, for stakeholder engagement.
• Experience in coordinating cross functional teams to resolve incidents.
• Ability to work under pressure and manage multiple incidents simultaneously.

Preferred Skills

• ITIL V4 certification.
• Experience with IT service management tools (e.g., ServiceNow, JIRA).
• Knowledge of IT infrastructure and application support.
• Experience in data analysis and reporting.