Incident Commander/Operations Manager (Project Manager)

Job Description

The Crisis Manager is responsible for evaluating, escalating and managing major customer incidents from intake through resolution at Blue Yonder. The Incident Management team s role is to expedite service restoration in order to minimize or prevent impact to the business. Incident Management provides support 24x7x365. Coordinate activities across teams to ensure timely and successful service restoration Effectively manage Major Incident conference bridges to maintain order and focus on the task at hand Must be able to maintain composure under pressure Must be able to quickly correlate conditions to alerts and understand their impact to business service Articulate incident recaps for Management with detailed yet concise verbal / written communications Collaborate effectively with Manager & team members Prioritize incidents based on Business impact and urgency Ensure when potential Major Incidents are detected they are escalated appropriately Maintain focus on ultimate goal which is to reduce MTTR Promote adherence to Incident Management and ITSM policy and procedures Identify Major Incident follow up items and takeaways for review Identify and drive continuous improvement Work closely with Change and Problem Management teams Prepare incident reports for management consumption Be flexible with schedule including working various shifts to maintain coverage Knowledge, Skills, Abilities Associate has good English language Skills both verbal and written Associate has expert customer service/phones skills - Being able to walk associates through advanced tasks over the phone and dealing with difficult Must have excellent communication and interpersonal skills to interact with a wide variety of internal and external personnel with emphasis on follow through Must have excellent organization and technical documentation skills. Ability to work calmly under pressure and meet deadlines. 2+ years hands-on experience in Service Management Methodologies & ITIL/ITSM Framework Overall 6+ years of experience with 5+ years of Incident management activities