| Senior Major Incident Coordinator at Remote, Remote, USA |
| Email: [email protected] |
| From: Abhishek, heliogic [email protected] Reply to: [email protected] Title : Senior Major Incident Coordinator Location : Remote Long term contract Exp 8+ Only Project description As a Sr. Major Incident Coordinator, your duties will include coordinating response to unplanned critical incidents, facilitating and leading remediation activities. You will also maintain an effective Timeline and ensure the major incident, timeline, and all related records are thoroughly and accurately documented and up to date, including post-major incident reviews and their outcomes. Responsibilities End-to-end management of all major incidents throughout their lifecycle. Investigate and diagnose Major Incidents to restore failed Applications or Services timely. Coordinate with Tier II and Tier III IT Support Teams to define remediation plans and identify resources and third-party vendors. Assemble IT Support Teams and on-call resources. Accountable for major incident resolution for related outages or degradation of services via workaround or permanent fix within the defined SLAs. Investigate and diagnose Major Incidents to restore failed Applications or Services timely Identify, assess, and document Impact based on Critical Business Applications, Core Infrastructure Systems or Services, Provider, User, or Patient Care impact. Adhere to the Responsibilities defined in the Major Incident Policy, Process, and Procedures. Communicate appropriate updates to the key stakeholders; publish notification updates within the defined SLAs. Obtain child Incidents from the Requester or IT Service Desk and ensure they are related to the Major Incident record. Notify the IT Service Desk when Major Incidents occur. Maintain an effective Timeline and ensure the major incident, timeline, and all related records are thoroughly and accurately documented and up to date, including post-major incident reviews and their outcomes. Identify and document potential improvement opportunities to Major Incident Management policy, practice, and procedures and review them with the ITSM Support Services team leads. Identify and document potential improvement opportunities to the ServiceNow incident application, modules, record forms, related lists, and automated notifications and review them with the ITSM Support Services team leads. During the monthly Major Incident Management KPI review meetings, capture action items and associated notes and perform follow-up on the action items. Create/update KB articles for Major Incident Management procedural-related documentation. Skills Must have 5+ years' experience working with ITSM Practices and ITIL best practices 3+ experience working in the technology discipline 2+ years' experience scheduling & facilitating IT-related meetings and compiling and sending recaps 2+ years' experience composing communications and process/procedure documentation Proficient in Microsoft Office applications (Excel, PowerPoint, Word, Visio, Microsoft Teams, etc.). Nice to have Oral and Written Comm Skills Decision Making skills Root Cause Analysis -- Keywords: information technology Senior Major Incident Coordinator [email protected] |
| [email protected] View all |
| Mon May 06 21:14:00 UTC 2024 |