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Job Description: Major Incident Management Specialist
Position Overview
The Major Incident Management Specialist is responsible for managing the response and resolution of major incidents to ensure timely recovery of services. This role involves coordinating with various stakeholders, managing communication, and ensuring that incidents are resolved within the agreed Service Level Agreements (SLAs).
Key Responsibilities
- Incident Management:
- Lead the management and resolution of major incidents, ensuring minimal disruption to business operations.
- Coordinate with cross-functional teams to diagnose and resolve incidents effectively and efficiently.
- Ensure that all major incidents are logged, tracked, and managed in the Incident Management System.
- Communication:
- Serve as the primary point of contact for major incidents, providing regular updates to stakeholders, including senior management and clients.
- Communicate incident status, resolution actions, and post-incident findings clearly and concisely.
- Coordination and Escalation:
- Facilitate bridge calls and war rooms to coordinate incident resolution activities.
- Escalate incidents as necessary to ensure appropriate attention and resources are applied to resolve issues promptly.
- Work with service providers and third-party vendors to ensure timely resolution of incidents.
- Post-Incident Review:
- Conduct post-incident reviews to identify root causes and recommend corrective actions to prevent recurrence.
- Document lessons learned and contribute to the continuous improvement of the incident management process.
- Reporting:
- Generate incident reports and dashboards, providing insights into incident trends and performance against SLAs.
- Maintain accurate and detailed incident records for audit and compliance purposes.
- Process Improvement:
- Develop and enhance incident management processes and procedures to improve response times and resolution effectiveness.
- Train and mentor team members on best practices and procedures for major incident management.
Qualifications
Qualifications:
- Education and Experience:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 5-8 years of experience in IT service management, with a focus on incident management.
- Skills and Competencies:
- Strong leadership and communication skills, with the ability to manage and coordinate multiple stakeholders.
- Excellent problem-solving and analytical skills, with a focus on root cause analysis and resolution.
- Proficient in using incident management tools and systems (e.g., ServiceNow, Remedy).
- Familiarity with ITIL frameworks and best practices.
- Certifications:
- ITIL Foundation Certification is required; ITIL Intermediate or Expert level is a plus.
Key Attributes
- Ability to work under pressure and manage high-stress situations.
- Strong attention to detail and organizational skills.
- Commitment to continuous improvement and learning.
- Flexibility to work outside regular business hours as needed to manage major incidents.
Additional Information
- This role may require on-call duties and the ability to work in a 24/7 operational environment.
- The Major Incident Management Specialist will report to the Incident Management Lead or IT Service Manager.
