Role description: (Please include a brief outline of the impact this role will have, including overview of customer industry and projects, access to cutting-edge technology etc.)Major Incident Management
Key responsibilities: (Up to 10, Avoid repetition)
• Accountable for the successful and timely restoration of all Major Incidents that are assigned to them, whilst keeping the business and customers updated. Assemble, work with, and manage cross-organizational teams.
• Support accurate and consistent maintenance of technical and management escalation processes.
• Support and effective communication during customer outages.
• Event analysis, applying the ITIL framework for severity and impact.
• Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders.
• Engagement of escalation management resources.
• Manage customer and internal communications at an executive level.
• Conduct post-event analysis, leveraging the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences.
• Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team.
• Manage and report ongoing CritSit metrics.
Key skills/knowledge/experience:
•Minimum of 6+ years' experience in critical/crisis management for technical customer escalations
•Good understanding of ServiceNow ITSM platform and ITIL processes
•Excellent communication skills (both verbal and written)
•The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential
•Strong organizational skills with the ability to manage multiple tasks simultaneously
•Customer focus and ownership, use of own initiative and a proactive approach to work
•Crafts business appropriate communications for the affected operating groups and manages communication on a major incident conference call
•Extensive experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations
•Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
•Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
•Ability to maintain calm during stressful situations
•A team player who is influential and builds good working relationships across all functions.
•Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required