Major Incident Manager

Job Description

AHEAD is seeking a self-motivated Critical Incident Manager with deep customer service and service delivery skills to join our Managed Services group. In this role, the Incident Manager is part of a team responsible for managing high severity incidents. The ideal candidate is one who can take charge in high stress situations and provide direction to Managed Service technical teams to drive expeditious resolution of incidents. This role is also responsible for RCA and Problem Management support for AMS. We are looking for a natural leader with proven knowledge of incident management frameworks and the ability to communicate clearly, confidently, and effectively to technical teams and our customers. Responsibilities: Responsible for communication, leadership, and management of all high severity major incident situations. Manage Client Major Technology Incidents from identification through closure / RCA process. This includes but is not limited to: Team Assembly Internal, Client and 3rd Parties Root Cause Analysis and Identification Remediation Testing and Validation Status and Communications Postmortem / Problem Management Responding to a reported service incident, identifying the cause, and initiating the incident management process. Prioritizing incidents according to their urgency and influence on the business. Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures. Collaborating with the incident management team to ensure that all protocols are diligently followed. Logging all incidents and their resolution to see if there are recurring malfunctions. Continuously improving the incident management process as required to ensure its effectiveness. Communicating with senior management (internal) on critical issues. Communicating with key client stakeholders on the status and timeline of the critical event. Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks. Manage the creation of performance/dashboards to report on major incident and problem ticket metrics. Training additional incident managers as needed. Participate in a 24x7 on call rotation for critical incidents after regular business hours. Required Certifications: Microsoft Certified Professional (MCP) Higher certifications such as CCNA or MCSE Qualifications: College degree in information technology, engineering or a related field and/or equivalent experience. Minimum of 7+ years experience in IT, Managed Services and/or ITSM Operations. Minimum 3 years experience managing major incidents in complex environments. Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred. Proficient knowledge of ITSM tools and systems; ServiceNow experience preferred. Full familiarity with ITSM knowledge base maintenance and process documentation. High level of oral and written communication skills to communicate effectively with all stakeholders. High level of IT service delivery and customer service skills. Proficient at organizing documents and prioritizing work. Ability to think and act both strategically and tactically. Self-motivated; ability to work under minimal supervision. Excellent managerial skills and ability to collaborate with team members. Ability to analyze a high volume of technical data and work in a fast-paced environment. Strong problem solving, analytical, and time management skills. Success Characteristics: Must be able to see the big picture, manage all the moving pieces, know whats been tried and whats still on the radar, and plan for and manage next steps. Take command of incidents by setting up or taking over a cross-functional technical bridge call, comprised of internal and external partners. Ensure that the customers have a deep understanding of the issue, the action plan and the path to resolution. Ensure that each participant understands the incident management process and their role in that process. Set clear incident resolution objectives (exit criteria) and timings. Provide direction and time management to keep the resolution effort on track and moving forward. Successful experience with and affinity for small to large size business environments. Ability to adapt and thrive in a dynamic work environment.