Sr. Major Incident Coordinator
Position: Sr. Major Incident Coordinator
Location: Remote
Project description
The Major Incident Manager is integral to client's Technology Command Center's success. You'll focus on monitoring services, managing high priority issues with engaging enterprise and vendor technology teams to drive to resolution/workaround. This role will drive a variety of tasks and outcomes depending on the situation.
End-to-end management of all major incidents throughout their lifecycle.
Investigate and diagnose Major Incidents to restore failed Applications or Services timely.
Coordinate with Tier II and Tier III IT Support Teams to define remediation plans and identify resources and third-party vendors. Assemble IT Support Teams and on-call resources.
Accountable for major incident resolution for related outages or degradation of services via workaround or permanent fix within the defined SLAs.
Investigate and diagnose Major Incidents to restore failed Applications or Services timely
Identify, assess, and document Impact based on Critical Business Applications, Core Infrastructure Systems or Services, Provider, User, or Patient Care impact.
Adhere to the Responsibilities defined in the Major Incident Policy, Process, and Procedures.
Communicate appropriate updates to the key stakeholders; publish notification updates within the defined SLAs.
Obtain child Incidents from the Requester or IT Service Desk and ensure they are related to the Major Incident record.
Notify the IT Service Desk when Major Incidents occur.
Maintain an effective Timeline and ensure the major incident, timeline, and all related records are thoroughly and accurately documented and up to date, including post-major incident reviews and their outcomes.
Identify and document potential improvement opportunities to Major Incident Management policy, practice, and procedures and review them with the ITSM Support Services team leads.
Identify and document potential improvement opportunities to the ServiceNow incident application, modules, record forms, related lists, and automated notifications and review them with the ITSM Support Services team leads.
During the monthly Major Incident Management KPI review meetings, capture action items and associated notes and perform follow-up on the action items.
Create/update KB articles for Major Incident Management procedural-related documentation.
Responsibilities:
Primary Responsibilities (Not Limited to):
Monitor/Respond to events that lead to a high priority Incident.
Analyze service/business impacts, document and leverage technology to issue all communications and provide stakeholder management.
Manage Bridge calls and facilitate technical troubleshooting efforts with engaging additional technical support as needed, including vendor support to drive to resolution as quickly as possible.
Forming action plans with roles and deadlines and ensuring these are completed.
Being accountable for resolving the outage via workaround or permanent fix.
Supporting and nurturing process improvements.
Continually maintaining and developing tools and resources to manage major incidents effectively.
Providing periodic major incident metrics reports, as needed.
Comfortable in 24/7 Environment and rotational shifts.
Skills Must have:
7-11 years of Major Incident Management / Critical Incident Management experience.
Strong communication skills (written and verbal).
Ability to comprehend technology-related discussion on a restoration bridge.
Experience with ServiceNow/ITSM tools and relation to processes (Incident, Change, Problem, CMDB, etc.).
Bachelor's degree or equivalent work experience.
ITIL Certified.
Preferred Qualifications:
Good understanding of Enterprise monitoring.
Good understanding of Infrastructure, Cloud technologies or experience in Infrastructure/application support.
Self-starter with the ability to appropriately assess the need for independent decision making.
Excellent interpersonal, and organizational skills.
Experience with a passion for customers and a demonstrated focus on customer experience.
Commitment to drive to results in a challenging, fast paced environment.
Nice to have:
Excellent verbal and written communication skills.
Skilled experience with the ServiceNow cloud computing platform for IT Service Management.
Experience with the PagerDuty cloud computing SaaS incident response platform.
Minimum 3 years of experience coordinating and driving Major Incident restoration activities.
Ability to work rotating shifts and/or support on-call responsibilities in a 24/7/365 healthcare organization.
Position: Sr. Major Incident Coordinator
Location: Remote
Project description
The Major Incident Manager is integral to client's Technology Command Center's success. You'll focus on monitoring services, managing high priority issues with engaging enterprise and vendor technology teams to drive to resolution/workaround. This role will drive a variety of tasks and outcomes depending on the situation.
End-to-end management of all major incidents throughout their lifecycle.
Investigate and diagnose Major Incidents to restore failed Applications or Services timely.
Coordinate with Tier II and Tier III IT Support Teams to define remediation plans and identify resources and third-party vendors. Assemble IT Support Teams and on-call resources.
Accountable for major incident resolution for related outages or degradation of services via workaround or permanent fix within the defined SLAs.
Investigate and diagnose Major Incidents to restore failed Applications or Services timely
Identify, assess, and document Impact based on Critical Business Applications, Core Infrastructure Systems or Services, Provider, User, or Patient Care impact.
Adhere to the Responsibilities defined in the Major Incident Policy, Process, and Procedures.
Communicate appropriate updates to the key stakeholders; publish notification updates within the defined SLAs.
Obtain child Incidents from the Requester or IT Service Desk and ensure they are related to the Major Incident record.
Notify the IT Service Desk when Major Incidents occur.
Maintain an effective Timeline and ensure the major incident, timeline, and all related records are thoroughly and accurately documented and up to date, including post-major incident reviews and their outcomes.
Identify and document potential improvement opportunities to Major Incident Management policy, practice, and procedures and review them with the ITSM Support Services team leads.
Identify and document potential improvement opportunities to the ServiceNow incident application, modules, record forms, related lists, and automated notifications and review them with the ITSM Support Services team leads.
During the monthly Major Incident Management KPI review meetings, capture action items and associated notes and perform follow-up on the action items.
Create/update KB articles for Major Incident Management procedural-related documentation.
Responsibilities:
Primary Responsibilities (Not Limited to):
Monitor/Respond to events that lead to a high priority Incident.
Analyze service/business impacts, document and leverage technology to issue all communications and provide stakeholder management.
Manage Bridge calls and facilitate technical troubleshooting efforts with engaging additional technical support as needed, including vendor support to drive to resolution as quickly as possible.
Forming action plans with roles and deadlines and ensuring these are completed.
Being accountable for resolving the outage via workaround or permanent fix.
Supporting and nurturing process improvements.
Continually maintaining and developing tools and resources to manage major incidents effectively.
Providing periodic major incident metrics reports, as needed.
Comfortable in 24/7 Environment and rotational shifts.
Skills Must have:
7-11 years of Major Incident Management / Critical Incident Management experience.
Strong communication skills (written and verbal).
Ability to comprehend technology-related discussion on a restoration bridge.
Experience with ServiceNow/ITSM tools and relation to processes (Incident, Change, Problem, CMDB, etc.).
Bachelor's degree or equivalent work experience.
ITIL Certified.
Preferred Qualifications:
Good understanding of Enterprise monitoring.
Good understanding of Infrastructure, Cloud technologies or experience in Infrastructure/application support.
Self-starter with the ability to appropriately assess the need for independent decision making.
Excellent interpersonal, and organizational skills.
Experience with a passion for customers and a demonstrated focus on customer experience.
Commitment to drive to results in a challenging, fast paced environment.
Nice to have:
Excellent verbal and written communication skills.
Skilled experience with the ServiceNow cloud computing platform for IT Service Management.
Experience with the PagerDuty cloud computing SaaS incident response platform.
Minimum 3 years of experience coordinating and driving Major Incident restoration activities.
Ability to work rotating shifts and/or support on-call responsibilities in a 24/7/365 healthcare organization.