| Major Incident Coordinator || Remote at Remote, Remote, USA |
| Email: [email protected] |
| From: Arjun Singh, Technocraft Solutions LLC [email protected] Reply to: [email protected] Hello Hope you are doing well My name is Arjun Singh and I'm a Talent Acquisition Executive at Technocraft solutions. We provide IT Consulting Services to our customers immediate and long-term resource needs. I am contacting you either because your resume has been posted to one of the internet job sites to which we subscribe or you had previously submitted your resume to Technocraft solutions. Job Title: Major Incident Coordinator Location: Remote Duration: Long term Sr. Major Incident Coordinator, to coordinate response to unplanned critical incidents, facilitating and leading remediation activities. 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. Mandatory Skills Description: 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 Skills: Oral and Written Comm Skills Decision Making skills Root Cause Analysis Thanks and Regards, Arjun Singh Technical Recruiter Technocraft Solutions LLC Email: [email protected] Keywords: access management information technology |
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| Thu Aug 17 19:28:00 UTC 2023 |