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    Major Incident Manager - Wilmington, United States - Saxon Global

    Saxon Global
    Saxon Global Wilmington, United States

    1 week ago

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    Human Resources
    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 SOP's/ 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.

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