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Incident Management Specialist
3 weeks ago
The primary objective of this role is to analyze and respond promptly to incidents affecting end-users, thereby minimizing business impact.
This specialist will advise on moderately complex to complex incidents, including significant events and management communications. They will engage with IT groups and/or Business partners to drive and resolve service restoration as soon as possible.
Key responsibilities include creating documentation for incident details, communicating incident status to various levels of the organization, and providing direction and coaching to technical support employees involved in the incident.
- Analyzing and facilitating immediate response to incidents for groups of end-users
- Advising/consulting on moderately complex to complex incidents, including significant events and management communications
- Actively engaging other IT groups and/or Business partners to drive and solve for service restoration as soon as possible
- Creating documentation for incident details per exit criteria
- Communicating incident status to various levels of the organization
- Providing direction and coaching to technical support employees involved in the incident
- Strong interpersonal skills, including collaboration, negotiation, and effective communication with all audience levels verbally or in writing
- Demonstrated leadership with organizational presence, authority, and responsibility to prioritize, track, and drive execution in stressful, high-visibility situations
- Working knowledge of infrastructure components and interrelationships associated with support of WAN, network access and authentication, email, and other collaboration products/SaaS solutions, hosting, etc.
