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Major Incident Manager
1 week ago
7+ Years in MIM, Maintain Incident Management Process which requires adding an Incident Focal role 24x5 (Mountain Standard Time - MST) with weekend on-call.
o Drive all major incidents to resolution and provides all the proper communication during and after the issue is resolved.
o Perform the following Incident Manager responsibilities throughout a Major incident:- Be the SPOC (Single Point of Contact) for *all* major
- issues (severity 1) no matter the region.
- Drive process adherence
- Initiate bridge and send the information
- Determine Technical Resources as needed and inform
- all required Business Teams
- Communication to all levels of management (written
- and oral)
- Executive Phone calls Severe Business Impacting Major
- Incidents
- Technical and Vendor resource engagement
- Vendor accountability and engagement
- Internal & Vendor Escalation Management
- Follow-up and ownership on RCA process
o Continuation of Business Reporting (Metrics -Monthly Governance Reports, Weekly Activity Reports)
o Continual process improvement - continue to optimize process to changing business requirements like the MIM process.
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