What are the responsibilities and job description for the Major Incident Manager (MIM) position at TekWissen LLC?
Overview :
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is an American multinational information technology services and consulting company and is a leading provider of information technology, consulting, and business process outsourcing services, dedicated helping the world's leading companies build stronger businesses.
Title : Major Incident Manager (MIM)
Work Location : Englewood, CO
Job Type : Contract
Work Type : Remote
Duration : 12 Months
Job Description : Responsibilities
Deep understanding of ITSM and ITIL processes and frameworks
Act as a single point of contact from CTS infrastructure for major incidents
Facilitate communication among teams, including technical, primary stakeholders and leadership groups
Mobilize appropriate infrastructure resources / teams to diagnose and resolve the incident
Coordinate efforts across multiple teams and support groups for faster restoration of services
Ensure t i mely updates to key stakeholders, including status, impact and progress
Oversee the technical troubleshooting process and drive towards faster recovery of services within agreed SLA timelines
Ensure workarounds are implemented when necessary to minimize business disruptions
Maintain detailed incident chronology, timelines, root cause, impact, resolution steps
Create post-incident reports (PIRs) to analyse root causes, impact, corrective actions (short and long-term) to aid in Problem Management
Prepare, analyse and track metrics and insights to leadership to identify patterns or systemic issues
Manage customer or client expectations during incident triages
Excellent written, verbal communication and interpersonal skills
Collaborate with Technology infrastructure teams to implement proactive measures to prevent issues
Act as the face of the CTS infrastructure during major incident triages
What are the top skills required for this role?
Major Incident Management
ServiceNow
Problem Management
MS Excel (Intermediate)
TekWissen Group is an equal opportunity employer supporting workforce diversity.
