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Major Incident Manager - Cincinnati Ohio
Company: Disability Solutions Location: Cincinnati, Ohio
Posted On: 05/07/2024
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/BusinessJob DescriptionAre you ready to unleash your full potential?-- We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world.About the teamOur group is adding a team of Major Incident Managers to our Global Command Center.-- This is a chance to build and shape a rebuilding organization to coordinate and assist our technical teams to resolve incidents. This is a flexible shift role with a rotational on call expectation.-- The team operates as a 24x7x365 global teams.--What you will be doingAs a Major Incident Manager, you will be responsible for overseeing the response and resolution of major incidents that have a significant impact on business operations and services. You will lead a multidisciplinary team, coordinate response efforts, and ensure effective communication with stakeholders to minimize disruption and restore services in a timely manner.Your day-to day responsibilities will include: - Incident Management Leadership: Lead the Major Incident Management (MIM) process, ensuring that major incidents are identified, prioritized, and managed effectively according to established policies and procedures.
- Incident Coordination: Serve as the central point of contact for all major incidents, coordinating the activities of technical teams, subject matter experts, and stakeholders involved in the incident response process.
- Incident Triage and Assessment: Quickly assess the severity and impact of major incidents, gathering relevant information to understand the scope, root cause, and potential consequences on business operations and services.
- Escalation Management: Initiate and manage escalations as necessary, ensuring that appropriate resources are allocated, and senior leadership is informed of the incident status, impact, and resolution progress.
- Communication Management: Facilitate clear and timely communication with stakeholders throughout the incident lifecycle, providing regular updates on incident status, progress, and resolution timelines. Maintain transparency and manage stakeholder expectations effectively.
- Incident Resolution Coordination: Coordinate the activities of technical teams and support functions involved in incident resolution, including troubleshooting, root cause analysis, and implementing workarounds or permanent fixes.
- Post-Incident Review: Facilitate post-incident reviews (PIRs) to analyze the causes and response to major incidents, identify areas for improvement, and implement corrective actions to prevent recurrence.
- Documentation and Reporting: Ensure thorough documentation of major incidents, including incident logs, timelines, actions taken, and lessons learned. Generate incident reports and provide insights to leadership to support decision-making and continuous improvement efforts.
- Stakeholder Management: Build and maintain positive relationships with key stakeholders, including business leaders, IT teams, vendors, and customers. Collaborate effectively to prioritize and address business-critical issues during major incidents.
- Continuous Improvement: Drive ongoing improvements to the Major Incident Management process, tools, and capabilities based on industry best practices, lessons learned, and feedback from incident stakeholders.What you bring:Key attributes the ideal candidate will possess.
- Bachelor's degree in information technology, computer science, or related field.
- 5 years of experience in IT service management, with 3 years of experience specifically in incident management.
- Strong understanding of ITIL framework, particularly incident management processes and practices.
- Excellent leadership and communication skills, with the ability to lead cross-functional teams and facilitate collaboration during high-pressure situations.
- Proven experience in managing major incidents in a fast-paced, complex IT environment, with a focus on minimizing impact and restoring services efficiently.
- Analytical mindset with strong problem-solving skills and attention to detail.
- Relevant certifications such as ITIL Foundation, ITIL Practitioner, or ITIL Expert are preferred.
- Experience with incident management tools such as ServiceNow, xMatters, Everbridge, or Jira is desirable.Added bonus if you have:
- You are a seasoned, experienced professional with a full understanding of IT application and system concepts. Creatively resolving a wide range of problems from technical to operational.
- You regularly contribute to > 2 projects and business services annually.
- You have work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
- You normally receive little instruction on work assignments. You regularly work both independently and collaboratively within the development and business organizations.What we offer you
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