Within the Incident Management contractor role, you will be responsible for working on the restoration of our Technology services. The role is high energy, high engagement with high awareness of global teams, technologies, and leadership. It provides an exceptional opportunity to obtain a full appreciation, insight and understanding of global systems, operations and processes across a global enterprise.
The Value You Deliver
* Ensure the incidents are handled within the service level agreement (SLA) timescales.
* Ensure that Major Incidents are resolved and closed without undue delay.
* Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident management tool.
* Help the team to coordinate the resolution of high impact Major Incidents to minimize business disruption.
* Collaborate with the Change Management and Problem Management teams.
* Maintain effective communication across the board in terms of technical team members and leadership.
* Collaborate efficiently to ensure that events, alerts and changes are defined and understood to enable faster response to incidents.
* Take advantage of every opportunity to communicate relevant information remaining mindful of the audience (e.g. translates sophisticated/technical issues to meet the audience's competency level);
* Perform accurate and precise real-time investigation and triage of Infrastructure alerts.
* Provisioning user’s accounts and custom roles on multiple systems.
* Work under specific direction of other Project Managers, IT Managers or Program Managers.
* Interact with internal customers (i.e., Product Managers, Project Managers, and Business Analysts, etc.).
* Work with cross-functional teams, globally, and across cultural boundaries.
* Hold individual and teams of problem solvers to task on simultaneous technical workstreams with strict, very short deadlines.
* Apply business impact analysis techniques to evaluate impact of high severity problems and/or potential impact of proposed changes.
* Assist support teams in translating technical impact to business impact and align on priority based on the realized and potential business impact.
* Constantly seek clarification and current resolution status and actions plan(s) to ensure accurate and concise communications.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
IT Services and IT Consulting and Financial Services
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