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2 months ago
Job Title: Manager - Crisis & Outage Management Specialist
Location: Dallas
Job Summary: We are seeking a highly organized and proactive Crisis Management & Outage Management Specialist to join our IT/Production Support team. The ideal candidate will be responsible for managing and coordinating responses to major incidents, outages, and crises affecting our IT systems and infrastructure. This role requires strong leadership, communication, and problem-solving skills to effectively mitigate and resolve critical issues.
Key Responsibilities:
- Crisis and Outage Management:
- Act as the primary point of contact for all major incidents, outages, and crises.
- Coordinate and lead cross-functional response teams during incidents to ensure timely resolution.
- Develop and execute incident response plans, including communication strategies and escalation procedures.
- Monitor and assess the impact of incidents on business operations and prioritize response efforts accordingly.
- Communication and Coordination:
- Communicate effectively with stakeholders, including senior management, IT teams, and business units, to provide updates and status reports during incidents.
- Facilitate post-incident reviews and debriefings to identify root causes and lessons learned.
- Maintain accurate and detailed incident logs and documentation.
- Prevention and Preparedness:
- Develop and maintain crisis management and outage management policies, procedures, and guidelines.
- Conduct regular training and drills for incident response teams to ensure preparedness.
- Identify potential risks and vulnerabilities in IT systems and infrastructure, and implement measures to mitigate them.
- Continuous Improvement:
- Analyze incident data and trends to identify opportunities for improvement in incident response and prevention strategies.
- Collaborate with IT teams to implement changes and enhancements to improve system resilience and reduce the likelihood of future incidents.
- Stay current with industry best practices and emerging trends in crisis management and outage management.
Skills Required:
- Strong leadership and decision-making abilities in high-pressure situations.
- Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical stakeholders.
- Proven experience in incident management, crisis management, or related roles.
- Knowledge of IT systems, infrastructure, and common causes of outages and disruptions.
- Strong analytical and problem-solving skills to quickly assess situations and determine effective solutions.
- Ability to manage multiple priorities and work effectively under pressure.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
- 7+ years of experience in incident management, crisis management, IT operations, or a related role.
- Certification in crisis management, ITIL, or a related discipline is preferred.
- Experience with incident management tools and software is a plus.
- Strong understanding of ITIL processes and frameworks.
