Senior Incident Manager, Service Operations

Lead and direct all activities during a major incident, maintain a sense of urgency to ensure swift and effective restoration.

Facilitate technical troubleshooting efforts and engage additional technical support as needed, including vendor support.

Collaborate with technical teams and form action plans for incident recovery with specific actions, owner and deadlines and ensure these are completed.

Host conference calls to facilitate effective management of a major incident throughout its lifecycle.

Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution.

Build a strong collaborative relationship with the various support teams and understand various applications and technologies.

Document troubleshooting activities and resolution progress and status in the ServiceNow ITSM portal, to provide an accurate timeline.

Ensure proper documentation of any changes implemented as part of incident resolution.

Establish and maintain communication channels with stakeholders, including senior management and affected users.

Liaise with Crisis Management for incidents impacting Critical business applications or Core infrastructure services.

Identify process optimization opportunities and contribute to the implementation of proposed solutions.

Skills and Experience

At least 5 years experience in managing Major Incidents or experience in a similar role within the ITSM structure/environment.

Enterprise IT experience and a good working knowledge of the broad suite of IT technologies and technical environments.

Excellent communication skills and the ability to deal tactfully with people at all levels, including senior staff, clients and vendors.

Excellent coordination skills to manage complex technical investigation streams.

Strong knowledge of the ITIL framework and service desk tools. Certification in Service Management preferred.

Be a self-starter, work independently and adjust to changing priorities.

Availability outside of normal business hours will be required on an as-needed basis.

QUALIFICATIONS

Bachelors Degree in Computer Science or equivalent qualification