SMG Professional

Job Description

Management of Major and Severe impacting incidents primarily involving large scale infrastructure, issues or high risk data / application issues. This includes but is not limited to: Time sensitive communication to the business partners and others when SLA/Customer impact is identified. Running both technical conference bridges and business update calls. Collating technical and business impact. Driving decision making for incident resolution with the goal of minimizing impact to the business. Escalation to Senior IT Management. Providing incident updates to stakeholders. (Service announcements). Capturing incident follow ups and assisting in compiling Post Mortems. Identifying stability trends and escalating them through the Problem Management process. Coordinating decision-making and communication of critical, emergency break fix work by chairing conference calls and publishing formal communication. This includes working with business unit aligned IT teams to coordinate critical business events. (i.e. emergency changes). Work with all IT teams in an effort to improve the overall stability of the production environment Producing metrics for daily, weekly, and monthly circulation with focus on kpi s, trending, and analysis for IT groups and Management. Skills Required: Excellent communication skills (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential. Strong organizational skills and the ability to manage multiple tasks simultaneously. Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution. Client focus and ownership - use of own initiative and a proactive approach to work. 3 + years of work experience in incident/problem Management.