Major Incidents Manager - Process Consultant L2

Experience Min 3 years required.

Is Remote option available during COVID: No (Day 1 Onsite)

Job Description:

• Take Ownership of Major Incident calls for Severity Level 1 and 2 tickets with large business or customer impact.
• Provide notification to customers and the service teams for Severity 1 events.
• Be able to multi-task during Major incidents. Answering questions, sending emails, monitoring phone line to keep call moving
• Central point of contact for technical support teams including status updates for on-going incidents/events.
• Provide update to upper management during a review call for the Major Incident.
• Primary monitoring and escalation point for identification, troubleshooting and resolution of events affecting customer production environments.
• Monitoring and escalation of critical application as per the SOW.
• Must have aptitude and attitude to learn / work on new technologies.
• Create, update and document system processes and tasks as required.
• Work closely with network engineers, systems administrators and software engineers regarding technology and hardware upgrades.
• Work Closely with Wireless technology groups

Basic Requirements

• Major/Critical Incident Management experience is Required.
• 2+ Years supporting event monitoring is preferred.
• Good Communication skills- Verbal and written
• Hands-on experience with the following:
  • Alert monitoring tool experience required. App Dynamics and Solarwinds preferred, but, Site Scope and other monitoring tools knowledge will be considered.
  • ITSM tool experience. HP SM7, Service Now preffered. Others accepted
  • Paging tools such as Xmatters or Everbridge.