Major Incident Manager

Contract on W2

Job Description: Major Incident Manager

Responsibilities include:
Host and manage Major Incident management calls to facilitate the restoration of major incidents
Act as One Voice of Technology during Major Incidents providing accurate, concise information and where needed handling conversations at senior stakeholder level
Coordinates Major Incidents and act as an escalation point to ensure timely resolution of incidents within expectations and SLAs
End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution
Accountable for the efficient and effective execution of the Major Incident Management process
Communicates and collaborates with business partners and IT Staff as per the prescribed frequency
Ensure that all modes of communication are effectively used throughout the incident life cycle.
Filter distractions that would hinder or slow down the efforts of the troubleshooting team
Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks.
Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base.
Ensure all administration and reports are maintained and up to date, including Incident chronology, post major incident reviews, and problem management intake
Implements improvements and strategies to support the objectives of the Major Incident Process
Ensures that the Major Incident Management process is documented and update
Provides governance, functional goal definitions, and critical success factors for the Major Incident Management process focusing on continual service improvement
Driving, developing and managing the major incident process and associated procedures / systems.

Required Qualifications:
AA/AS and 3+years of experience or equivalent combination such as bachelors degree and 1+ years experience or no degree and at least 5 years in an IT Service Desk/Incident Management role
3+ years' experience as a Major Incident/ Recovery Manager
Proven track record of leading MIM calls towards resolution
An ability to evaluate and deliver consistent, precise, and appropriate communication about customer impact and technical details to executive leaders and internal business partners
Strong communication and collaboration skills; rapid grasp of situational context and audience
Outstanding written and verbal communication skills for internal stakeholders, customers, and third-party suppliers
Able to negotiate in difficult situations to reach a successful conclusion
Ability to manage and resolve conflict and able to work effectively at all levels of the organization
Experience of working and delivering in a high-pressure environment with multiple priorities
Ability to grasp situational context under fire
Personal flexibility and agility, with the ability to deal with complexity
Desired Qualifications:
ITIL V.3/ V4 certification
Understanding of ServiceNow or similar ITSM tool
Broad-based technical experience sufficient to advise a diverse group of IT platforms, operating systems, infrastructure, and technology environments would be advantageous
Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems

Telecommuting Options: 100% REMOTE
This role will may require shift work. The CareFirst Technology Operation Center covers a 24/7 operation and members are asked to be flexible in providing coverage outside of their normal shift hours, when the need arises. Position is for full time employment and can be performed fully remote.

Skills :