- Support and promote ITSM framework amongst teams and the wider IT organization. The Major Incident Manager is responsible to effectively manage the lifecycle of unplanned interruptions. This includes protecting the organisation from reputational damage, productivity loss and regulatory failings
- The ability to learn new technical concepts quickly and translate technical jargon into plain speak for stakeholders, as well as the ability to filter information quickly and tailor communications to the recipient
- Perform initial incident assessment of technical and process deficiencies and follow up on investigations
- Ownership of co-ordinating and driving technical service restoration plans across all application and infrastructure services.
- Provide leadership to multiple support teams during Major Incidents to actively drive towards immediate service restoration.
- Resolve matters that have been escalated and provide approvals where required and follow the technical and functional escalations where necessary
- Follow Emergency change process to ensure corrective actions are implemented and managed effectively
- Ensure proper lifecycle transition from Incident to Problem Management processes including active participation in RCA meetings
- Contribute to the continual improvement of the Incident Management process.
- Perform Incident trend analysis and systemic Problem identification.
- Participate in specific Operations Management activities and special projects or initiatives as required.
- Experience with ITIL methodologies and industry best practices. - ITIL v3 certification, minimum foundation level.
- Excellent working knowledge of an ITSM platform - ServiceNow is preferred
- Experience leading bridge calls with many technical participants
- Experience and tenacity in driving resolution of complex issues
- Proven ability to multi-task and prioritise to always push towards resolution in a timely manner, keeping a level head while systematically pushing technical teams to perform the technical work to restore service
- Proven ability to analyze and solve a wide range of technical problems. Including the ability to perform first level assessment of technical and process deficiencies and follow up on investigations
- Excellent written and verbal communication skills are a must. The ability to effectively communicate technical concepts to non-technical clients/partners, is significant, specifically at senior management level
- Excellent analytical skills are required
- Experience leading teams to support meeting a contractual service level agreement
- Knowledge of Problem Management, Change and Release Management and Crisis Management and Communications
-
Major Incident Manager
1 week ago
Finastra USA Corporation Strasburg, United StatesResponsibilities: · As a Major Incident Manager, you will be in a highly visible role contributing to Finastras daily operations in a global 24/7/365 environment. This role is key to drive speedy resolution of major incidents by actively facilitating and co-ordinating across mul ...
-
Site Reliability Engineering Team Lead
1 week ago
Finastra USA Corporation Strasburg, United StatesResponsibilities: · What will you contribute? · As a Site Reliability Engineer Lead your mission is to protect and advance the software & systems behind Finastras Cloud hosted services running on Fusion Operate. Finastra believes in a blameless culture where the primary objecti ...
-
System Engineer-Windows
1 week ago
Finastra USA Corporation Strasburg, United StatesResponsibilities: · The Systems Engineer is a subject matter expert in Systems Administration and in addition provides input and guidance to projects in the design, build and · implementation stages. Acting as a Work Package Lead, the Systems Engineer will work with the Archite ...
-
Specialist for Protection and Security
2 weeks ago
Eclipse Technologies Nashville, OH, United States FreelanceOur service center operates and manages the headquarters building of DAK-Gesundheit in Hamburg. It is responsible for the technical operation and security of the building. Along with the reception, the control room is the first point of contact for DAK-Gesundheit customers, ensur ...
-
Database Specialist
2 weeks ago
Skyline Solutions Tippecanoe, OH, United States FreelanceYour tasks · - Your tasks include consulting, operation, problem analysis, and solution management of database environments in the Oracle environment. · - You administer and configure complex database solutions for our clients. · - You ensure smooth operation. · - You take on pro ...
-
Commercial Employee
2 weeks ago
SilverLinx Rittman, OH, United States Freelance**Who are we?** · PRO CONSULT Management and System Consulting GmbH is a 100% subsidiary of BTC Business Technology Consulting AG and has been a renowned personnel service provider in the IT sector with a focus on SAP for over 20 years. We are also a competent service partner for ...
-
Commercial Sales Representative
1 day ago
Gro HR Consulting Dundee, United StatesJob Description · Job DescriptionPosition Overview: Commercial Sales Representative · Grand View Exterior Systems is growing We are seeking to immediately hire a Commercial Sales Representative to join our team. If you're a passionate self-starter with an interest in relationship ...
-
Certified Medication Aide
1 week ago
Park Village Health Care Center Dover, United StatesShift: 3p-11p or 11p-7a (part time or full time available) · Wage Rate: Up to $20.75/hour · General Job Summary: · The role of a MA-C is to assist the licensed nurse (RN/LPN) in providing safe and ethical care for residents. The MA-C will administer prescribed medications in a ...
-
Certified Medication Aide
1 week ago
PARK VILLAGE HEALTH CARE CENTER Dover, United StatesShift: 3p-11p or 11p-7a (part time or full time available) · Not sure what skills you will need for this opportunity Simply read the full description below to get a complete picture of candidate requirements. · Wage Rate: Up to $20.75/hour · General Job Summary: · The role of a M ...
-
Health, Safety and Environmental Specialist
1 week ago
Keystone Clearwater Solutions New Philadelphia, United StatesStandard Specifications: · Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. · Some requirements may exclude individua ...
-
Environmental Health
1 week ago
Crane Carrier Company New Philadelphia, United StatesJob Type · Full-time · Description · Battle Motors prides itself on delivering efficient, effective solutions for the heavy-duty work truck industry. With the evolution of our new EV (Electric Vehicle) technology, we are growing faster than ever. · At Battle Motors, we believe ...
-
Plant Manager
1 week ago
Judge Direct Placement New Philadelphia, United StatesWe are working with a dairy manufacturer in the New Philadelphia, OH area (~1 hour south of Akron) seeking a Plant Manager with dairy experience to oversee operations of their facility. You will be responsible for overseeing the daily operations of a dairy processing plant. Your ...
-
Lead Powertrain Engineer +
1 week ago
Battle Motors New Philadelphia, United StatesBattle Motors prides itself on delivering efficient, effective solutions for the heavy-duty work truck industry. With the evolution of our new EV (Electric Vehicle) technology, we are growing faster than ever. · At Battle Motors, we believe the most fulfilling place to work is wh ...
-
Expeditor - Truck Parts
1 week ago
Crane Carrier Company New Philadelphia, United StatesJob Type · Full-time · Description · Battle Motors prides itself on delivering efficient, effective solutions for the heavy-duty work truck industry. With the evolution of our new EV (Electric Vehicle) technology, we are growing faster than ever. · At Battle Motors, we believe ...
-
Field Service Engineer +
1 week ago
Battle Motors New Philadelphia, United StatesVisa sponsorship is not supported for this position * · Battle Motors prides itself on delivering efficient, effective solutions for the heavy-duty work truck industry. With the evolution of our new EV (Electric Vehicle) technology, we are growing faster than ever. · At Battle Mo ...
-
Production Planner
1 week ago
Crane Carrier Company New Philadelphia, United StatesJob Type Full-timeDescriptionWORK LOCATION: Must be able to report onsite daily to our Assembly facility on New Philadelphia, OhioBattle Motors prides itself on delivering efficient, effective solutions for the heavy-duty work truck industry. With the evolution of our new EV (Ele ...
-
Procurement Analyst
5 days ago
Crane Carrier Company New Philadelphia, United StatesJob Type · Full-time · Description · This temporary assignment is 40 hours per week and is expected to end on-or-around June 2024. Full Time - Temporary · Battle Motors prides itself on delivering efficient, effective solutions for the heavy-duty work truck industry. With the ...
-
IT Operations Manager +
1 week ago
Battle Motors New Philadelphia, United StatesBattle Motors prides itself on delivering efficient, effective solutions for the heavy-duty work truck industry. With the evolution of our new EV (Electric Vehicle) technology, we are growing faster than ever. · At Battle Motors, we believe the most fulfilling place to work is wh ...
-
Material Handler
1 week ago
Crane Carrier Company New Philadelphia, United StatesJob Type Full-timeDescriptionBattle Motors prides itself on delivering efficient, effective solutions for the heavy-duty work truck industry. With the evolution of our new EV (Electric Vehicle) technology, we are growing faster than ever. At Battle Motors, we believe the most ful ...
-
Material Handler
1 day ago
Crane Carrier Company New Philadelphia, United StatesJob Type · Full-time · Description · Battle Motors prides itself on delivering efficient, effective solutions for the heavy-duty work truck industry. With the evolution of our new EV (Electric Vehicle) technology, we are growing faster than ever. · At Battle Motors, we believe ...
Major Incident Manager - Strasburg, United States - Finastra USA Corporation
Description
ResponsibilitiesAs a Major Incident Manager, you will be in a highly visible role contributing to Finastra's daily operations in a global 24/7/365 environment. This role is key to drive speedy resolution of major incidents by actively facilitating and co-ordinating across multiple technical teams, a level head, and a broad technical understanding is key to ensure success.
This role owns all levels of communication for a Major Incident to internal Stakeholders, running effective bridge calls, ensuring both business and IT focussed updates are sent in a timely manner. Ensuring ITSM records are maintained and updated. This role also includes some on-call responsibilities outside of business hours including weekends on a team rota basis.
This role will also be required to perform functional and hierarchal escalations to ensure we meet service level agreements with our customers and internal SLO's. As a Major Incident Manager you will be required to assist in building the team's documentation and be a key participant in RCA meetings.
The Major Incident Management team is part of the larger Operations Management Center which is critical to ensuring timely resolution of production incidents, performing continual service improvements to proactively detect and prevent customer impacting incidents. To actively focus on Production Stability across the estate, with key areas of focus on reduction of mean time to engage and mean time to resolve.
Responsibilities & Deliverables:
Your deliverables as a Major Incident Manager will include, but not limited to, the following:
