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Company

System One · 22 hours ago

Major Incident Manager

Vienna, VA

Contract

Remote

Mid, Senior Level

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Responsibilities

Monitors Service Desk ticket queues, system alerts, and escalation methods to identify possible trends or outages

Serves as the main point of contact for all incident and service issue escalations directed to the Major Incident Management team

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

Determines the impact and priority of incidents based on affected customers and/or business units

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

Provides outage notification and recovery effort updates to business units via the Status Page

Engages various support teams and resources to major incident bridges

Manages and coordinates troubleshooting and recovery efforts between support teams and vendors

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

Documents initial issues, recovery activities, and resolution steps taken via MIM timelines

Ensures prompt resolution and coordination of incident management activities during recovery efforts

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

Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents

Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives

Attends and participates in TCABs (technical change advisory board meetings) to review, discuss, and approve or reject concerning upcoming changes or releases to the environment

Coordinates, communicates, and manages Sunday Maintenance Windows for weekend scheduled activities

Works with Problem Management and Change Management to resolve incidents

Coordinates, communicates, and manages Military Pay Bridge activities

Prepares operational status reports to IT Operations Management

Updates and publishes ISD Morning Reports

Performs other related duties as assigned

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT experienceIncident managementMainframeMiddlewareAzureLead IT teamITIL v3V4CCNAWebsphereMulti-tasking skillsMiddleware trainingAzure training

Required

Bachelor’s Degree in a related field, or the equivalent combination of education, training, and/or experience

Extensive IT experience that demonstrates knowledge of hardware and infrastructure protocols used to provide services to customers

Extensive IT experience in at least one of the following areas: mainframe, networking, middleware Websphere, Azure

Prior experience leading incident bridge calls from initial triage to guiding recovery efforts, maintaining a timeline and ensuring that service is restored as quickly as possible

Experience in leading or supervising an IT team

Demonstrated ability to lead others in a challenging and fast-paced large enterprise environment

Strong research, analytical, and problem solving skills

Strong planning, organizational, and multi-tasking skills

Demonstrated ability in exercising initiative to produce desired results and achieve objectives

Ability to effectively interface with various levels of employees, management, and vendors

Excellent interpersonal, verbal, and written communication skills

Practical Incident management work experience