Job Description:
The role of a Major Incident Manager Contractor will involve handling unplanned interruptions or degradations of IT services that impact business operations.
This position requires frequent contact with Senior Leadership and excellent communication skills to prioritize numerous tasks simultaneously in a fast-paced environment.
Key Responsibilities:
* Ensure incidents are handled within service level agreement (SLA) timescales.
* Resolve and close major incidents without undue delay.
* Maintain accurate business impact statements, ongoing actions, and detailed recovery plans in the incident management tool.
* Collaborate with Change Management and Problem Management teams to minimize business disruption.
* Communicate effectively with technical team members and leadership.
* Collaborate to define and understand events, alerts, and changes for faster incident response.
* Perform real-time investigation and triage of Infrastructure alerts.
* Provision user accounts and custom roles on multiple systems.
Requirements:
* Excellent written and verbal communication skills in English.
* Data analysis experience with ability to identify improvements and actions.
* Able to quickly understand sophisticated systems.
* Diligent in following processes and procedures.
* Adaptable to changes in processes and services.
* Rapidly absorb and understand complex technical situations.
* Facilitate conversations with remote groups.
* Remain calm in stressful situations.
* Prioritize tasks and time efficiently.
* Find opportunities for improvement in business processes.