Sr. Major Incident Coordinator / Remote

Job Title: Sr. Major Incident Coordinator

Location: Remote

Duration: 12 +months

Experience: 8+Years

Responsibilities

• 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.).
• ITIL Certified.

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.

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.

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.

Job Title: Sr. Major Incident Coordinator

Location: Remote

Duration: 12 +months

Experience: 8+Years

Responsibilities

• 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.).
• ITIL Certified.

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.

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.

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.