Major Incident Management Specialist

Key Responsibilities: Incident Coordination and Management: Lead and drive major incident calls to ensure effective incident resolution. Coordinate with technical teams, stakeholders, and management to prioritize and resolve incidents swiftly. Ensure that all necessary resources are engaged and focused on resolving incidents. Scribe Duties: Act as the scribe during major incident calls, accurately documenting all discussions, decisions, and actions taken. Maintain a detailed and organized incident log throughout the lifecycle of the incident. Provide timely updates to the incident log and ensure it is accessible to relevant parties. Communication Management: Develop and disseminate clear and concise communications to stakeholders regarding the status and resolution of major incidents. Ensure all communications are timely and tailored to the needs of different audiences, including executives, technical teams, and business units. Manage and update communication templates and protocols to ensure consistency and clarity. Post-Incident Review: Facilitate post-incident review meetings to analyze incident management effectiveness and identify areas for improvement. Document lessons learned and recommend process improvements to enhance future incident response. Monitoring and Reporting: Track and report on major incident metrics, trends, and outcomes. Provide regular updates to management on incident status, resolution efforts, and areas of concern. Continuous Improvement: Identify opportunities to improve the major incident management process and implement best practices. Stay updated on industry trends and advancements in incident management methodologies. Show more Show less