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Senior Major Incident & Problem Management Coordinator
Salary undisclosed
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Senior Major Incident & Problem Management Coordinator
Location: REMOTE
Skills
Must have
Responsible for the end-to-end management of Care Delivery major incidents throughout their lifecycle, including participating and providing critical thinking and collaborative support during Technology Command Center (TCC) War Rooms.
Accountable for responding to, evaluating, orchestrating service restoration activities within defined SLAs for, documenting, and managing all major incident records and their related records within legacy ITSM tools in compliance with the Policy, Process, and Procedures.
Effectively compose and provide ITSM Executive Summary communications that accurately and clearly depict updates and status to stakeholders within the defined targets and ensure it is audience appropriate.
Schedule and facilitate tactical major incident reconvene bridge calls to support ongoing troubleshooting and restoration activities within the defined SLAs.
Coordinate with Tier II and Tier III IT Support Teams to identify and assemble the necessary service support group and third-party vendor resources.
Ensure a major incident timeline of events is thoroughly and accurately documented.
Following major incident service restoration, evaluate and determine if a new problem record is needed. If a problem that is documented within an existing problem record caused the major incident to occur, then ensure that the major incident record is linked to that existing problem record. If a new problem record is needed, ensure that the problem record is created and assigned to the service support group that is best suited for the root cause analysis (RCA).
Schedule and participate in post major incident evaluations (PMIE), and ensure their outcomes are translated to the appropriate problem record fields and problem task records.
Demonstrate a growth mindset and perform continuous learning, support and foster process and procedure improvements, maintain tools and resources to manage major incidents and follow-up activities more effectively. Participate in major incident coaching loop assessments (CLAs), and make major incident record corrections, as necessary.
Periodically review the processes and procedures, create or update documentation when necessary, and provide instruction to service support group resources and leaders when needed.
Participate in major incident on-call rotations, and when on-call, respond and perform major incident management responsibilities in alignment with defined response targets.
Evaluate risk and potential impact for major incident break-fix activities and utilize the Change Enablement/Management process for the required incident/emergency change requests to restore service quickly, minimizing impact.
Perform Problem Management process governance, for the problem and task records related to the major incident records that you coordinated escalated response and resolution for, to ensure the assignees understand and are performing the process according to policy.
Develop a problem statement, description, and define objectives for each problem record that you are responsible for governing.
Schedule and facilitate problem working sessions to assist with identifying root cause, contributing factors, corrective actions, preventative measures, and improvement opportunities.
Participate in, and capture notes during, Weekly Problem Governance Review (WPGR) meetings.
Perform regular follow-up with problem and problem task record assignees to ensure that they are documenting the required information within the appropriate fields and are progressing their assigned records through their lifecycle according to the defined SLAs.
Compose and send problem closure recap drafts to the team leads for their evaluation and make the necessary corrections according to their feedback.
Publish the final problem closure recap version to the relevant stakeholders according to the documented policy and procedure.
Nice to have
ITIL Certified, Foundations v3, Foundations v4, and/or ITIL Intermediate Service Operations.
Excellent verbal and written communication skills.
Skilled experience with the ServiceNow cloud computing platform for IT Service Management.
Minimum 4 years' experience coordinating and driving Major Incident response and service restoration activities according to ITIL Incident Management best practice.
Minimum 2 years' experience coordinating or governing problem records according to ITIL Problem Management best practice.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job Senior Major Incident & Problem Management Coordinator
Location: REMOTE
Skills
Must have
Responsible for the end-to-end management of Care Delivery major incidents throughout their lifecycle, including participating and providing critical thinking and collaborative support during Technology Command Center (TCC) War Rooms.
Accountable for responding to, evaluating, orchestrating service restoration activities within defined SLAs for, documenting, and managing all major incident records and their related records within legacy ITSM tools in compliance with the Policy, Process, and Procedures.
Effectively compose and provide ITSM Executive Summary communications that accurately and clearly depict updates and status to stakeholders within the defined targets and ensure it is audience appropriate.
Schedule and facilitate tactical major incident reconvene bridge calls to support ongoing troubleshooting and restoration activities within the defined SLAs.
Coordinate with Tier II and Tier III IT Support Teams to identify and assemble the necessary service support group and third-party vendor resources.
Ensure a major incident timeline of events is thoroughly and accurately documented.
Following major incident service restoration, evaluate and determine if a new problem record is needed. If a problem that is documented within an existing problem record caused the major incident to occur, then ensure that the major incident record is linked to that existing problem record. If a new problem record is needed, ensure that the problem record is created and assigned to the service support group that is best suited for the root cause analysis (RCA).
Schedule and participate in post major incident evaluations (PMIE), and ensure their outcomes are translated to the appropriate problem record fields and problem task records.
Demonstrate a growth mindset and perform continuous learning, support and foster process and procedure improvements, maintain tools and resources to manage major incidents and follow-up activities more effectively. Participate in major incident coaching loop assessments (CLAs), and make major incident record corrections, as necessary.
Periodically review the processes and procedures, create or update documentation when necessary, and provide instruction to service support group resources and leaders when needed.
Participate in major incident on-call rotations, and when on-call, respond and perform major incident management responsibilities in alignment with defined response targets.
Evaluate risk and potential impact for major incident break-fix activities and utilize the Change Enablement/Management process for the required incident/emergency change requests to restore service quickly, minimizing impact.
Perform Problem Management process governance, for the problem and task records related to the major incident records that you coordinated escalated response and resolution for, to ensure the assignees understand and are performing the process according to policy.
Develop a problem statement, description, and define objectives for each problem record that you are responsible for governing.
Schedule and facilitate problem working sessions to assist with identifying root cause, contributing factors, corrective actions, preventative measures, and improvement opportunities.
Participate in, and capture notes during, Weekly Problem Governance Review (WPGR) meetings.
Perform regular follow-up with problem and problem task record assignees to ensure that they are documenting the required information within the appropriate fields and are progressing their assigned records through their lifecycle according to the defined SLAs.
Compose and send problem closure recap drafts to the team leads for their evaluation and make the necessary corrections according to their feedback.
Publish the final problem closure recap version to the relevant stakeholders according to the documented policy and procedure.
Nice to have
ITIL Certified, Foundations v3, Foundations v4, and/or ITIL Intermediate Service Operations.
Excellent verbal and written communication skills.
Skilled experience with the ServiceNow cloud computing platform for IT Service Management.
Minimum 4 years' experience coordinating and driving Major Incident response and service restoration activities according to ITIL Incident Management best practice.
Minimum 2 years' experience coordinating or governing problem records according to ITIL Problem Management best practice.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job