What are the responsibilities and job description for the Archwell Essentials - Major Incident Manager position at Harrison National Employment, LLC (Archwell Holdings, LLC)?
Our client, a Professional Services Company, is seeking a remote Major Incident Manager to join their growing team.
The Major Incident Manager role will report to the Vice President of Technology Operations. The Major Incident Management team handles coordination and communication for all service-impacting outages with the aim of minimizing their impact on downstream users and resolving them swiftly. This involves organizing and leading investigations in collaboration with technical teams throughout the organization, ranging from developers to customer support. Acting as the primary contact for all partners, the team ensures accurate and timely information dissemination to all stakeholders during significant outages. The team's contribution is crucial in delivering top-notch service to clients, and they take pride in their influence on the company's ongoing success. This role will also play a key role in Problem Management activities, focusing on root cause analysis and implementing remediation actions to prevent recurring issues.
Job Requirements :
Works on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the application function, business units, or company.
Facilitate and drive the expedient resolution of an incident with leadership, control, and effective communication across multiple teams to limit overall customer impact.
Quickly assess the severity of an outage and be able to report business impact and technical complexity.
Maintain work stream documentation and data integrity within the incident.
Notify, escalate, and communicate to management, the existence and status of outages, as needed.
Identify areas of improvement during an incident that may need additional corrective action via problem records or follow ups.
Support and drive automation, elimination, and simplification of our current processes.
Participate in an on-call production support schedule
This position does not have direct reports
Comply with all company policies and procedures
Maintain regular and punctual attendance
Performs other related duties as assigned Qualifications :
Strong written and verbal communication skills with the ability to effectively disseminate information across the organization, including senior leadership.
Experience with application or infrastructure services
Excellent collaboration skills with an interest in developing a strong network
Ability and aptitude to pick up new technologies or procedures.
Strong organization and decision-making skills with an emphasis on multitasking and the ability to execute during major outages.
Ability to translate situations in both a technical and business-friendly manner.
Ability to control and drive an incident call with several participants.
Innovation and drive - someone who is happy to challenge the status quo and collaborate on process improvements .
A self-starter who is assertive but diplomatic with the ability to prioritize workload and to perform in a high-pressure environment.
Basic understanding of industry standard technologies and infrastructure such as : networking, cloud storage, middleware, databases and virtual infrastructure.
ITIL Service Support knowledge
Proficiency in MS Office Tools (Excel, Power Point, Teams, Power BI)
5 years Operational Experience in an IT support role
3 years Incident Management / Coordination role
2 years experience with ITIL framework and production support best practices
Experience with ITSM tools such as ServiceNow
Experience with Enterprise Communication and Notification tools.
Working knowledge of Monitoring and Alerting tools (Splunk, Dynatrace, etc).
Financial services experience
