Job Description
Key Responsibilities:
* Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas.
* Take the ownership to oversee the day to day operations relating to Incident Management
* Manage Major Incidents or situations across providers
* Manage high priority incidents from start to finish providing regular management updates to and bringing a satisfactory outcome for the customer
* Running both technical conference bridges and business update calls
* Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
* Driving decision making for incident resolution and minimizing impact to the business
* Escalation to Senior IT Management
* Providing incident updates to stakeholders
* Capturing incident follow ups and completing formal Post Mortems
* Identifying stability trends and escalating them through the Problem Management process
* Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication
* Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents
* Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
Qualifications/Skills:
* Must be an experienced resource with Minimum 7+ years of experience in Incident Management with knowledge sound understanding of various IT technologies/domains.
* Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
* Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
* Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
* Understanding of foundational IT technical issues and relationships
* Sensitivity and urgency in dealing with line of business outages.
* Ability to influence and lead technical conversations with various infrastructure support groups.
* Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization. Strong oral and written communication skills
* Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
* Supervisory skills and the ability to leverage support from other parts of the organization
* Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
* Understanding of Technologies & ITSM Tool
* Coordination, negotiation, and persuasion skills
Other note/s:
* 6 months to 1 year contract
* Main core experience on managing major incident bridges and communications.
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