Major Incident Manager

Internal Job Title:

The Role:

The Recovery Event Manager (Major Incident Managment) will provide event coordination with adept project management skills, aiding customers in their information technology recovery endeavors. Their duties encompass overseeing the recovery event's command and control, ensuring the fulfillment of pre-event milestones, executing event workflows, and handling post-event tasks. Continual enhancement of service delivery quality will be pursued through proactive recommendations. Additionally, they will contribute to the Recovery Crisis Management team, offering support for the customer DR Hotline, operational round-the-clock. Their responsibilities encompass scheduled customer recovery events and response to disaster declarations. 

What You'll Do:

• Manage recovery events to a successful outcome.  Success measured by achievement of stated recovery event objectives, including recovery time requirements. 
• Manage Recovery events of all types. Types include the various Recovery Services products we offer to include MRP, MRP-CR, CR, IR, PR+, etc.    
• Establish/maintain command and control of the event, managing the recovery workflow and reporting status at defined intervals as well as on-demand. 
• Own incident management process during recovery events. Responsible for adhering to established escalation process.   
• Proactively identify and communicate risks to success of a recovery event to appropriate levels.    
• Lead the detailed planning for all assigned recovery tests, working with the 11:11 Global Operations team, the respective customers, our partners, and local technical resources to document all required customer-specific setup configurations. 
• Lead conference calls and meetings with our customers and 11:11 technical staff.  Single point of contact during the test planning cycle for the customer.  
• Own closure of recovery event planning concerns, gaps, follow-up.  
• Schedule Test Management on schedule customer events.
• Conduct Weekly 1:1s with direct reports.
• Complete/Conduct yearly Performance Review with direct reports. 
• Confirm test readiness. Validates that completed planning documents have been confirmed by our customers including scope, network diagrams/topology, server configurations and peripheral devices. Includes health check of replicated environment for some of our products.
• Complete post-event reporting to our customers as required, ensuring timeliness and quality. 
• Work supportively with colleagues, operating in a manner that is consistent with 11:11s Code of Business Ethics and Company Values 
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements. 
• Additional duties as assigned

Who You Are & What Youll Bring:

• Project Management Experience Minimum of five years of project management in an IT-related environment.
• Direct customer contact – internal and external - Minimum of five years of direct customer involvement. Incident Management Experience – Minimum of three years incident management experience. 
• Flexibility of scheduled days and/or shifts is required to meet business needs. 
• Demonstrate solid understanding of information technologies and related operating environments. 
• Proficiency with Windows Office-based applications (Word, Excel, Visio, PowerPoint).  
• Ability to work independently, balancing multiple tasks and events concurrently. 
• Excellent written and verbal communication. 
• Strong Problem solving & decision-making skills. 
• Must be legally eligible to work in assigned country without visa sponsorship 

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.  

Benefits:

• Healthcare Insurance Plan
• Life Insurance
• Paid Vacation & Holidays
• India Pension Scheme