Major Incident Manager - Wilmington, United States - Saxon Global

Description

Job Role:: Major Incident Manager

Location:: Wilmington, DE (Onsite)

Job type:: Fulltime

(Timing 11:00 PM to 09:00 AM EST Monday to Thursday)

JD For Incident Manager

3+ years of experience as IM engineer.

Review proposed major incident and access validity based on business impact

Facilitate Troubleshooting bridge calls to drive issues to resolution

Document activities and discussion around major incidents

Communicate throughout any event to required levels of leadership

Generate and Distribute an After-Action Report for every Major Incident

Recommend Corrective actions to the Problem process for postmortem discussion

Review and correct SOPs/ Documentation as requested

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

Act as scribe during regular Problem review meetings

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 skill to interact with both customer and end user over phone and through email.