Assists the team lead in maintaining and updating documents in … Leading a 24/7 globally based team providing major incident management & communication for enterprise clients. No need to think about design details. Incident Managers are IT experts responsible for restoring IT services and collaborating with support groups. Find and apply today for the latest Major Incident Manager jobs like Incident Manager, Operations Manager and more. Explore Major Incident Manager Openings In Your Desired Locations Now! Incident Manager. 1,752 open jobs for Major incident manager. Monitored the effectiveness of incident management and suggested recommendations for improvement Played a Key role in driving, developing, managing and maintaining the major incident process and associated Application support groups. Manage critical customer site outage resolutions for major customers. The figures indicate the absolute number co-occurrences and as a proportion of all permanent job ads featuring Major Incident Manager in the job title. • My duties included identifying incidents … Linux, Windows, OS X, Cisco, Oracle, Active Directory, JBoss, .NET, etc. Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. Damit sind Organisationen freier bei der Definition maßgeschneiderter Prozesse. Major incidents have a separate procedure with shorter timescales and urgency that is required to accelerate resolution process for incidents … New Major Incident Manager jobs added daily. Responsible for communicating with the Incident Process Owner. - Select from thousands of pre-written bullet points. other GCSC’s, Field Operations, PTT, Vendors etc. - Instantly download in PDF format or share a custom link. Incident Manager, Security Supervisor, Program Manager and more! Lead and trained new hire escalation agents. Incident Manager position requires someone with IT expertise. Apply To 6245 Major Incident Manager Jobs On Naukri.com, India's No.1 Job Portal. Constantly review work instructions for accuracy and solicit improvements through second level support groups, Ability to communicate effectively throughout the incident management process with executive management, Client Services and other Event managers to ensure meaningful status updates are delivered in a timely and accurate manner, as per documented process, Liaise with the Business Continuity team to provide summary detail should the crisis management team be invoked, Follow documented support procedures, managing each issue through resolution in support of established service levels, Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality, Liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents, Responsible for the internal and external communication of issues to management, other internal support groups, and the customers via pages, email broadcasts or phone, Bridge Stewardship in support of timely resolution of internal issues, Exceptional knowledge/experience with ITSM/ITIL best practices for complex, global IT organizations, Taking the lead to manage the day to day resolution of incidents impacting BP, Take regional responsibility for the investigation, diagnosis and resolution of incidents within the region, Manage the quality of communications to stakeholders ensuring that major incident communications relevant, concise and timely, Collaborate with other Service Management teams within the Command Centre (Change) Team to ensure that events, alerts and changes are defined & understood to enable faster response to incidents, Continually seek to improve the quality, productivity and culture of the service, ensuring that the operational documentation is developed and reviewed on a regular basis, Support the Service Operations Manager in the definition of the strategy and long-term plans for the services and the implementation of Service Improvement Projects, Work closely with the Problem Management team to actively contribute to relevant parts of the Problem Management process, such as Root Cause Analysis, Has an excellent understanding of service management within a diverse global organisation and relevant experience in IT Operational Management, Experience managing major incidents with demonstrable understanding of both business and service impact in a global organisation, Demonstrate effective stakeholder engagement across a globally-distributed organisation and hierarchy across differing time-zones and geographical boundaries, Experience of influencing skills in driving compliance and application of standards across a diverse, multi-sourced supplier landscape across a global IT function, Good collaboration skills, confident and structured when dealing with conflict, Proven commitment to IT Service Management best practices, especially Problem Management and Incident Management, Able to communicate effectively in the English language (written and spoken), Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience, Due to the sensitive nature of the mission for this government client, all candidates must hold or be able to attain a TS/SCI and be willing to take and pass a Counter Intelligence Polygraph if requested, Possession of strong analytic, verbal, and written communication skills, Knowledge of our IC Customer's Agency Unique Environment, C2S, IC Gov Cloud and Amazon Web Services, Knowledge of our IC Customer's Enterprise Shared Service Model, 3-5 years of directly related experience supporting service desk oper, Versatile communication skills, and the ability to distil complex issues in pressured situations, The ability to work confidently with senior stakeholders and experience facilitating and chairing meetings and audios, A cool head under pressure and a good understanding of incident and problem management principles, Strong analytical skills with ability to review complex data to identify trends, A keen eye for detail, and experience of producing reports, Management of P1 and P1 impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues, Undertakes post incident reviews, with the focus on identifying process or operational improvements for the MIM team, Management and oversight of service delivery processes in consultation with Service Management Manager on processes relating to Incident, Problem, Request, and Change, configuration and service level management, as well as resource coordination, customer management, dispute resolution management and communication at various level during services engagements from tactical(incident based) to strategic (Global Account Management Strategies), Works with Service Management Manager and IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements both inside and outside of the GBT), Assists in driving educational, training and communication programs surrounding the MIM process, Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident, Ownership and customer account management on a 24x7 basis, Strong organizational skills and the ability to effective manage multiple tasks simultaneously, Aptitude for, and interest in, learning new technologies, Customer focus and ownership - displays initiative and a proactive approach to work, An understanding and experience of the technology (i.e. preferred, Successfully pass background and reference checks. To be the successful job candidate in any field, it helps to have a comprehensive resume. Other duties listed on an Incident Manager example resume include classifying Incidents, logging Incident details, updating records, checking resolution with users, and answering to Service Requests. They played vital roles in restoring IT services and partnered with several groups. A major incident is a highest-impact, highest-urgency incident that affects a large number of users, depriving the business of one or more crucial services. Nachdem die in ITIL V3 definierten Prozesse m… There are over 2,658 major incident manager … 15 Major Incident Manager jobs and careers on CWJobs. Manages the team in his/her respective shift. Ensures compliance with MIM requirements, processes and procedures. Leverage your professional network, and get hired. Incident Management Resume Examples & Samples. The Major Incident Manager is responsible for owning and driving the activities related to the Major (Severity 1, 2, or 3) Incident Management process for Citi's franchise critical applications and services … Execute Major Incident Management, leading major incidents throughout lifecycle per the major incident process; provide regular updates and weekly reporting of major incidents Strive for continuous improvement of overall major incident process and communication, including tracking and archiving all post-incident reports and incident and problem trend analysis Other duties listed on an Incident Manager example resume include classifying Incidents, logging Incident details, updating records, checking resolution with users, and answering to Service Requests. SIEM, Database activity monitoring, network monitoring and analysis tools, Big Data analytics), Knowledge of adversary tactics, techniques, and procedures (TTP), general attack stages, kill-chain and attack types, Strong knowledge and experience in incident handling and incident response methodologies, Relevant Security certifications (e.g. Integrated two separate teams and created the Major Incident Management group. Explore Major Incident Manager Openings In Your Desired Locations Now! It’s actually very simple. A major incident (MI) is an incident that results in significant disruption to the business and demands a response beyond the routine incident management process. New major incident manager careers are added daily on SimplyHired.com. Problem Manager Resume Examples. Major Incident Manager Skill Set Top 30 Co-occurring IT Skills. for the IMG Regional Head and the connected team, Support of APAC IMG team in the coordination of senior / regulatory interactions, Preparation of templates and meeting documents incl. Der hier beschriebene Incident-Management-Prozess (Abb. 2,658 major incident manager jobs available. Apply to Incident Manager and more! Incident Manager Resume Examples & Samples. Incident management can be a stressful and fast paced situation. These should be attended by all key in house support staff, vendor support staff and IT services management… Incident Manager Resume Example. This will include working extensively with external teams, Engage directly with senior leadership to provide updates to critical incidents, Use high-level judgment to own our most complex enforcement decisions, At least 5 years of experience working in relevant industries such as law, IP protection, customer service, investigations, etc, Intensely customer-focused, with passion for protecting customers from bad actors, Strong critical thinker with the vision to work both tactically and strategically, A proven track record of successfully delivering initiatives from conception through completion, Experience with abuse, risk management, intellectual property, compliance or similar product initiatives preferred, Responsible for planning and coordinating all the activities required to perform, monitor, and report on the Incident process, Producing management information, including KPIs and report, Monitor the incidents to ensure that the Service Level Agreement are respected, Monitoring the effectiveness of incident management and making recommendations for improvement, Developing and maintaining the incident management system on Service Now, Ensuring that all AO and IS teams follow the incident management process for every incident, Act as Major Incident Manager (duty manager) during Major Incidents, Act as a first stage of escalation for incidents, Candidates should be available on call in a rotating schedule, Strong hands-on skills in Service Management, incident and change management, Advanced skills in Microsoft Office tools, Candidates must have working knowledge in service-now, Thorough knowledge of IT environment, technologies, and system hosting infrastructure, Experience in supporting applications & infrastructure systems using service management tool in ITIL standards, Demonstrates solid knowledge of one or more areas of systems technology, Is familiar with implementing processes at an organizational level using Enterprise IT methodologies (ITIL, etc. Includes financial forecasting and preparation of necessary documents (e.g., EVAs, ROI), Project Management: Ability to use appropriate tools and techniques to plan secure resources for manage assist and ensure the progress and ultimate completion of designated projects; effectively manage time and resources to ensure that work is completed efficiently, Responds to all communication inputs regarding unplanned service interruptions from customers and internal IT, Performs systems monitoring using multiple tools (HP Product Suites), being constantly aware of application or infrastructure issues across all production environments, Leads/Performs incident detection, investigation, diagnosis, support, closure and reporting, Leads/Performs logging, categorization and prioritization of incidents (impact + urgency), Ensures that assigned incidents are managed robustly & effectively and that any customer/business impact is identified and minimized, Ensures all significant/business critical incidents are reported and escalated appropriately, Ensures standard incident management does not meet bottlenecks with escalations happening as effectively as possible, Ensures that incident ticket communication/documentation is accurate, timely, clear and concise, Provides documentation for Known Error Data Base (KEDB) or similar depository, Assists in Change Management process, reviewing changes to the NBC Universal production environment including implementation, test, and rollback plans, and ensuring all changes have full approval prior to implementation, Identifies and assists in post incident review activity to prevent repeat incidents (proactive remediation), Increases communication & partnerships with IT teams and business partners in an effort to provide the best possible service, Identifies/develops solutions to maximize operational effectiveness and efficiency, Fosters a culture of teamwork, unity, accountability, responsibility and respect, B.S. International travel may also be required, Adhere to policies, procedures, and security practices, Resolve problems independently and understand escalation procedure; coordinate escalations and collaborate with internal technology teams to ensure timely resolution of issues, Take meticulous notes and demonstrate strong reporting capabilities and attention to detail, Perform public speaking and eminence related activities, Develop training content and provide instruction on advanced investigative concepts, Testify in court cases regarding investigations conducted, Strong interest in technology and a desire to learn and grow in the Networking/Security/Digital, Owns the chronic and the complex problems / incidents, Execute the simple changes for the CIC2.0 customers, Higlight all the single point of failures and potential issues that might affect the customer to the customers' account team, Provide updates as needed to the customer in order to meet performance objectives, Comply with all the special process and procedures agreed with the account teams and customers, Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process, Monitor systems, customer networks and products, and deal with alerts and events as appropriate, Liaise and refer issues to correct/relevant entities when needed, Undertake any other reasonable task as assigned, Determination to process tasks according to predefined processes is essential, Drive chronic and complex cases in to quick and efficient resolution, Act as a case manager in order to always push for faster issue resoultions, Provide technical training to the team members when required, This position is for 1st shift with a rotating weekly schedule, Applicant must be willing and able to cover different shifts based on business needs, Provide for continual monitoring, SLA awareness and reporting of all Priority 1 and Priority 2 incidents, Lead technical teams and provide guidance in resolution within SLA timeframes, ensuring all needed service areas, Minimum 6 years IT experience with Bachelors, 4 years with Masters, Additional (four) years of Relevant critical incident management experience will be considered in lieu of a degree, Must demonstrate a strong working knowledge of various IT disciplines (server, desktop, network, security) from prior, Must be able to communicate effectively at different levels within the organization, to include senior management and, Prior Critical Incident Management experience, Demonstrate integral knowledge of VITA Program, the CIA and Program operating guidelines, Demonstrate knowledge of various VITA Program agency customers, Good time management, and organisational skills, Team work, uses a team approach to solve problem when appropriate, A determination to process tasks according to pre-defined processes is essential, Proactive, self motivated and determined attitude, Coordinate and communicate all major incidents, Ensure major incidents are escalated and facilitated to enable efficient and timely service restorations, Communicate with all levels of management regarding Priority 1 and Priority 2 incidents, Support rotating on-call support for Priority 1 and 2, Perform initial Priority assessments and mediate Priority assessment disputes, Facilitate the restoration of service; facilitate discussions and identify resulting action items, Ensure the correct technical staff is working on an incident, Escalate issues during the issue resolution, Facilitate and support lessons learned reviews, Assist with enhancements of incident process documentation and incident reports, Assist in measuring and improving, information and experience within incident management, Ensure standards, tools and best practices are implemented, Educate community about Incident Management services, Perform identification of failure points, troubleshooting and resolution for Genesys & FCC system faults in customer and OBS network, Liaise with the other OBS groups to resolve contact center faults on the network, Log and track faults for voice customers and provide progress update reports until resolution, Liaise with next level for fault escalation and resolution, To oversee faults and alarms passed to CTS2 and ensure clearance procedures are applied and followed, To ensure the correct analysis and classification of each fault as it occurs on the network, To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to next level as necessary, and provide them with all fault details, To accept Tickets and able to work with other groups and organization to resolve problem within set times, Any other tasks or projects relevant to job as assigned by the group manager, Activate chronic procedures to next level and Service Managers as necessary, Troubleshooting skills on Genesys Framework v7.6,v8.x & Genesys Voice portal, Experience on reporting solutions (Informart & contact center analyser) & client interfaces (CCPulse & Genesys Interactive Insights), Knowledge on scripting of Voice XML, PHP & Java, Experience on Automatic Speech Recognition & Text to speech (Nuance, Talisma etc), Cosmocom contact center knowledge would be added advantage, Working experience on different dialogic crads and Voice Gateways used in CC, Configuration of E1/T1 and understanding of related protocols (ISDN & SIP), Experience on Windows 2000/2003 and Linux/Unix, Knowledge on database (mysql, mssql& oracle) and SQL, Qualified on Network, LAN/WAN topologies and protocols, Ability to carefully plan and co-ordinate work according to a demanding time schedule, Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization, Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach, Excellent problem solving skills are necessary, English language proficiency required second/multiple international language(s) proficiency beneficial, Engineering degree in telecommunication or Equivalent, Formal certifications or trainings (i.e. … Der hier beschriebene Incident-Management-Prozess ( Abb # WFH, just like I am Manager Example! 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