Major Incident Management Jobs

Minimum of 8 years of experience in senior-level incident management and problem management, preferably within a cloud environment at scale.

Strong knowledge of major incident management principles, root cause analysis methodologies, and post-incident review processes.

Relevant certifications in major incident management, problem management, or ITIL.

Identify areas for process improvement and drive initiatives to enhance incident management practices, focusing on executive engagement and alignment.

Develop and deliver executive-level briefings, presentations, and reports on incident management performance, trends, and recommendations.

Stay up-to-date with industry trends, latest technologies, and best practices in major incident management and problem management.

Leverage diverse ideas, experiences, thoughts and perspectives to the benefit of the organization

Ability to learn new skills and knowledge on an on-going basis through self-initiative and tackling challenges

Ability to gather and report on metrics for use in Service Management or continuous improvement

Contribute and manage communications and documentation at an executive and non-technical level

Bachelor of Computer Science or Engineering or experience in related fields

Incident report tool experience (ServiceNow a plus)

Excellent organizational skills, with the capability to manage multiple tasks simultaneously.

Understanding of ITIL IT Service Management.

Proven troubleshooting skills including a strong sense of commitment and drive towards incident resolution.

A requirement for this role may be to attest and provide proof of vaccination for Covid 19 upon hire.

Valuable industry experience. Ultimately, a foot in the door to build your career in an in-demand niche.

Inclusion: We practice inquiry and actively listen, so that team members feel included and ultimately more inclined to speak up

Provide employee training to include Mandated Reporter, Incident Management, Investigation training and/or other identified trainings in areas of expertise.

Monitors program response to incidents relative to compliance with agency policy and procedure and regulatory / accreditation requirements.

Provides technical assistance for the Incident Module located in the Electronic Health Record (EHR).

Supervises the agency’s Internal Investigator.

Uploads and monitors investigation information within state oversight agency databases (i.e., NIMRS, WISR, ARTS).

Collect and analyze data from Incident/Allegation Reports to identify areas of potential risk.

2 Years’ experience designing and executing incident/problem management processes

2 Years’ experience with an IT Service Management ticketing system

Project management and MS Office experience a plus

Assists the Incident/Problem Manager with preparing reports and metrics pertaining to incident/problem management

Contributes to planning and managing support for incident management tools and processes

Coordinate interfaces between incident management and other service management processes

Required Qualifications - Knowledge, Skills and Abilities

·Ensures that incident management processes are efficiently and effectively followed within ISD

·Communicates operational issues to respective IT management, support teams, and incident communication managers

·Ensures continuous collaboration with IT Operations Management and other ISD areas or teams

·Ensures promptresolution and coordination of incident management activities during recovery efforts

·Updates and validates outage information in availability management tools for reporting and tracking purposes

In the event of an outage, incident or emergency, ensures all Incident Management processes are adhered to.

Detection of possible problems and the assignment to the Problem Management team.

Participation in audit activities related to the Incident Management process

Responsible for Incident Management reporting.

Collaborates with IS Leadership and IS Executive teams in driving service management best practice and ITIL process standardization.

Continuous development and daily management of Service Quality.

·Leveraging technology to issue all communications and providing key stakeholder management

·Supporting and nurturing process improvements and knowledge base improvements

·Continually maintaining and developing tools and resources to manage major incidents effectively

·Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls

·Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed

·Being accountable for resolving the outage via workaround or permanent fix