Role: Major Incident Manager
Location: Dallas, TX (Onsite)
Duration: 6 Months CTH
Incident and Major Incident Management
- Leveraging technology to issue all communications and providing key stakeholder management
- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
- Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
- Being accountable for resolving the outage via workaround or permanent fix
- Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident review
- Supporting and nurturing process improvements and knowledge base improvement
- Continually maintaining and developing tools and resources to manage major incidents effectively
- Providing periodic major incident metrics reports
- Participate in weekly/Monthly on-call rotation
- Respond timely to messages from Service Desk to join the Crisis/High Priority Bridge
- Facilitate the Crisis/High Priority Bridge Line
- Work with the Application/Service Owner or Crisis Coordinator to gather current details and craft messages for updates
- Manage communication during the lifecycle of the Crisis (see Communication Guidelines)
- Post update messages to the IT Status Page
- Text update messages to pre-determined group list
- Ensure timely communication to the community
- Filter distractions that would hinder or slow down the efforts of the troubleshooting team
- Consult with Executive Leadership (CIO/DCIOs) for decision guidance, as necessary
- Resolve Major Incident record
- Inform Service Desk and community when resolution is implemented and service is restored
- Knowledge on Service Request and Catalog Management module
- Good understanding of service request and catalog items
- Knowledge on analyzing the standard and non-standard requirements
- Design workflows for Service Request and catalog
- Requirement gathering for new Service Request and catalog
Service Request Management
- Knowledge on Service Request and Catalog Management module
- Good understanding of service request and catalog items
- Knowledge on analyzing the standard and non-standard requirements
- Design workflows for Service Request and catalog
- Requirement gathering for new Service Request and catalog
