Position Overview:
As a Major Incident Administrator you manage and coordinate the response/resolution of major incidents that have impact on the business with the purpose of restoring normal service operations as quickly as possible.
Works closely with senior management, IT teams, and other stakeholders to ensure that incidents are resolved quickly and effectively, minimizing business impact.
Triage and prioritize Major Incidents, coordinate response teams and resources, track progress and communicate status to stakeholders. Conduct post incident reviews, and documentation of Incidents.
Key Responsibilities:
- Identify and log major incidents based on severity and impact on business operations
- Notify relevant stakeholders of the major incident, establishing and maintaining effective communication channels to keep all parties informed about the incident status, progress and resolution efforts
- Conduct initial analysis of the root cause and impact of the incident, gathering relevant data/ information to support incident investigation and resolution
- Develop and execute a resolution plan for the major incident, considering technical, organizational, and business aspects
- Coordinate the resolution efforts across multiple technical teams
- Escalate the issue promptly to higher levels as needed for resolution
- Maintain accurate and up-to-date documentation related to the major incident (incident log, resolution, and post-incident report)
- Conduct a post-incident review to analyze the handling of the major incident, identifying areas for improvement; implements corrective actions
Functional Competencies:
- Strong understanding of IT systems, infrastructure and applications
- Familiarity with relevant technologies and tools used in incident management
- Familiarity with ITIL framework and incident management best practices
- Strong stakeholder management skills to guide and coordinate technical and non-technical stakeholders
- Ability to solve complex problems, taking a new perspective on existing solutions and exercising judgment based on the analysis of multiple sources of information
- Ability to adapt to changing circumstances and remain calm under pressure
Qualifications:
- 2-3 years of experience in IT operations and incident management
- Bachelor's degree in Information Technology, Computer Science or related field
- ITIL or other relevant IT Service Management certifications are desirable
- Wiling to work onsite at TELUS Ortigas site on a shifting schedule.
