Major Incident Manager

Shift Details:

Night shift position available
Shift Hours:
- Night Shift (6:00 PM - 6:00 AM)
Rotating Two-Week Schedules:
- Week 1 - Work: Mon-Tues, Off: Wed-Thurs, Work: Fri-Sun
- Week 2 - Off: Mon-Tues, Work: Wed-Thurs, Off: Fri-Sun

Weekends and Holidays:
- Contractors will be expected to work every other weekend and on some holidays

Job Description

Major Incident Management is responsible for driving the coordination and recovery efforts of major outages at the organization. When issues impact ISD (Information Services Department) services or systems, major outages may occur, which result in serious interruptions to business and member activities. The Major Incident Management team operates 24x7 to ensure that impacted services are restored as efficiently and effectively as possible. The team actively monitors systems and services, documents and timelines recovery efforts, manages and coordinates various support team activities, and notifies business units of potential impacts and on-going recovery efforts. The team is also responsible for providing continual process improvement suggestions for the major incident management service, and monitoring for weekend change activities and military pay days.

Major Responsibilities

• Monitors Service Desk ticket queues, system alerts, and escalation methods to identify possible trends or outages
• Serves as the main point of contact for all incident and service issue escalations directed to the Major Incident Management team
• Ensures that incident management processes are efficiently and effectively followed within ISD
• Determines the impact and priority of incidents based on affected customers and/or business units
• Communicates operational issues to respective IT management, support teams, and incident communication managers
• Provides outage notification and recovery effort updates to business units via the Status Page
• Engages various support teams and resources to major incident bridges
• Manages and coordinates troubleshooting and recovery efforts between support teams and vendors
• Ensures continuous collaboration with IT Operations Management and other ISD areas or teams
• Documents initial issues, recovery activities, and resolution steps taken via MIM timelines
• Ensures prompt resolution and coordination of incident management activities during recovery efforts
• Updates and validates outage information in availability management tools for reporting and tracking purposes
• Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents
• Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives
• Attends and participates in TCABs (technical change advisory board meetings) to review, discuss, and approve or reject concerning upcoming changes or releases to the environment
• Coordinates, communicates, and manages Sunday Maintenance Windows for weekend scheduled activities
• Works with Problem Management and Change Management to resolve incidents
• Coordinates, communicates, and manages Military Pay Bridge activities
• Prepares operational status reports to IT Operations Management
• Updates and publishes ISD Morning Reports
• Performs other related duties as assigned

Required Qualifications - Knowledge, Skills and Abilities

• Bachelor’s Degree in a related field, or the equivalent combination of education, training, and/or experience
• Extensive IT experience that demonstrates knowledge of hardware and infrastructure protocols used to provide services to customers
• Extensive IT experience in at least one of the following areas: mainframe, networking, middleware Websphere, Azure
• Prior experience leading incident bridge calls from initial triage to guiding recovery efforts, maintaining a timeline and ensuring that service is restored as quickly as possible
• Experience in leading or supervising an IT team
• Demonstrated ability to lead others in a challenging and fast-paced large enterprise environment
• Strong research, analytical, and problem solving skills
• Strong planning, organizational, and multi-tasking skills
• Demonstrated ability in exercising initiative to produce desired results and achieve objectives
• Ability to effectively interface with various levels of employees, management, and vendors
• Excellent interpersonal, verbal, and written communication skills
• Practical Incident management work experience

Desired Qualifications - Knowledge, Skills and Abilities

• ITIL v3 or v4 Foundations Certificate
• CCNA / Networking Training and Certificates
• Middleware Training and Certificates
• Azure Training and Certificates