Major Incidents Manager
Job ID: Job-2516
location: Norman, OK
Jobtype: Permanent
Responsibilities:
• Invoke Major Incidents Management Process, Follow-through to End
• Drive the Bridge Call till resolution with an objective of faster service restoration
• Communicate MIMP Notifications on status updates and course of action
• Send appropriate announcements to user groups as needed
• Identify MI Owner and ensure right people are working on the issue
• Co-ordinate with the MI Owner throughout the MI lifecycle.
• Ensure that the MI Coordinator drives the MI Group chat and the required MI Scribe is documented by the assigned service desk engineer.
• Ensure progress is being made towards resolution
• Ensure Service is restored in fastest possible time
• Ensure the MI management escalation matrix is followed.
• Post resolution, invoke Problem Management
• Suggests continuous improvements to the MI process
• Perform documentation and reporting required for the MI Management process control.
Required Skills:
• 10+ years of experience working as an Incident/Problem manager in IT infrastructure & Operations environment
• 4+ years of relevant experience as a Major incident manager.
• ITIL Foundation certified
• Hands on experience in IT infrastructure projects using the ITIL framework.
• Excellent Stakeholder management skills.
• Excellent problem-solving/troubleshooting skills
• Excellent Communication skills
• Quick learner
• Proven IT operations skills
• Should have exposure working on ticketing tools (ICCM, Remedy, etc...).
• Generate weekly, monthly reports & dashboards
• Situational leadership
• Good written and oral communication & interpersonal skills
• Must be a Go-Getter and will require very minimal/no supervision.
• Good Team Player with excellent eye for details
• Should have a high degree of self-motivation, strong analytical and creative problem solving skills
Desired Skills:
• ITIL Service Manager certified
• Certified in problem solving and decision making course
Email resume in Word to JeffAltman@TheBigGameHunter.us. Please include the job code for the position with your resume. NOTE: WE WILL ONLY RESPOND IF YOUR RESUME APPEARS TO FIT A ROLE
PAID RELOCATION. NO OVERSEAS RESUMES. NO 3RD PARTIES. Applicants for employment in the US must possess work authorization which does not require sponsorship from the employer for a visa.
To receive a complimentary subscription to my job search ezine, No B.S. Job Search Advice, go to
www.TheBigGameHunter.us to subscribe. Receive tweets from Twitter with job search tips and job listings.