Major Incident Coordinator 100 Remote
Major Incident Coordinator 100 Remote
Posted on :
18-10-2024
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Job Description
Major Incident Coordinator (100% Remote)
Responsibilities
- Manage endtoend lifecycle of Care Delivery major incidents including participation in Technical Command Center (TCC) War Rooms.
- Ensure compliance with policies processes and procedures for all major incidents.
- Compose and deliver IT business and executive summary communications within defined SLAs.
- Lead and facilitate meetings tactical bridge calls supporting triage and restoration activities.
- Coordinate with Tier II and Tier III IT Support Teams assembling necessary resources and defining remediation plans.
- Accountable for driving the resolution of major incidents within SLAs.
- Document major incidents thoroughly maintaining timelines and postincident reviews.
- Foster process improvements and maintain tools for effective incident management.
- Gather data on incident trends and provide major incident analytics.
- Review processes and procedures periodically and create documentation.
- Support oncall rotation and responsibilities in alignment with OLAs.
- Document timelines and participate in postincident reviews to support problem objectives and obtain root cause analysis.
- Collaborate with Service Desk teams and major incident requestors to obtain scope of impact.
- Provide guidance and support to Service Level Owners (SLOs) to ensure the effective management and continuous improvement of service delivery aligning with organizational goals and customer expectations.
- Monday night through Saturday morning.
Skills Must have
- Demonstrate critical thinking capabilities through intellectual disciplined process of conceptualizing applying analyzing and/or evaluating.
- Excellent interpersonal skills to foster team and crossfunctional collaboration.
- Strong verbal and written communication skills for clear audienceappropriate communications.
- Ability to provide immediate support in a demanding role maintaining calm and focus.
- Detailoriented organized and able to prioritize effectively in a fastpaced environment.
- Demonstrates reliability dedication and a commitment to achieving highquality results.
- Consistently meets deadlines and takes initiative to go above and beyond in their role.
- Efficiently manages time and resources to maximize output. Capable of prioritizing tasks effectively to ensure timely completion of projects and responsibilities.
- Works well with others contributing to a positive and productive team environment. Supports colleagues and shares knowledge to achieve common goals.
- SelfMotivation
- proactively seeks out new challenges and opportunities for growth.
- Strong problemsolving skills for handling unexpected situations.
Nice to have
- ITIL Certified (Foundations ITILv3 ITIL4 and/or Intermediate Service Operations).
- Skilled experience with the ServiceNow platform.
- 3 years experience coordinating and driving major incident restoration activities.
- 3 years experience problem identification root cause analysis coordinating with IT teams and implementing solutions to prevent future issues.
- Ability to work rotating shifts and support oncall responsibilities for a healthcare organization.
Employment Type
Full Time
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