Role: Major Incident Manager
Location: Wilmington, DE (On-site)
Shift time: Mondays through Thursdays 11:00pm – 09:00am ET (Friday, Saturday and Sunday off).
Job Description:
(Must haves)
· Must carry a minimum of 5+ years of experience as Major Incident Manager.
· Review proposed major incidents and access validity based on business impact.
· Facilitate troubleshooting bridge calls to drive issues to resolution.
· Document activities and discussion of the major incidents.
· Communicate/Escalate throughout any event to required levels of leadership.
· Generate and Distribute an After-Action Report for every Major Incident.
(Good to haves)
· Recommend Corrective actions to the Problem process for postmortem discussion.
· Ensure sure SOP(s) are up to date.
· Contractor shall facilitate a Daily Operations Call reviewing previous major incidents and reviewing upcoming changes.
· Contractor shall consolidate and provide daily reports reviewing incidents, changes and problems within the environment.
· Contractor shall assist in the problem management activities and process as needed, including but not limited to the following.
· Recommend corrective actions based on Major Incident events.
· Ensure Problem management resources receive all pertinent information regarding problems or Root Cause Analysis events.
· Flexible to work in any shift.
· Good communication skills to interact with both customer and end user over phone and through email.
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