Major Incident Escalation Manager

1 week ago


Chicago, Illinois, United States AHEAD Full time
Job Summary

AHEAD is seeking a highly skilled Major Incident Escalation Manager to join our team. As a key member of our incident response team, you will be responsible for managing high-priority P1 incidents for our Ahead Services customers.

Key Responsibilities:
  • Serve as the primary contact for high-priority major incidents and the escalation point for complex incidents.
  • Provide technical and time management direction to keep the resolution effort on track and moving forward.
  • Maintain documentation related to major incidents, including timelines, actions taken, and outcomes.
  • Provide technical guidance regarding resources required during resolution.
  • Set clear incident resolution objectives (exit criteria) and timings to expedite incident resolution.
  • Ensure that each customer is frequently communicated to on the bridge calls.
  • Ensure perfect handover of critical issues to additional incident managers as necessary.
  • Owns the Problem Management and the RCA Process documentation and works closely with Customer Service Managers on the delivery of those RCA documents.
  • Mentor incident management staff, fostering a culture of teamwork, excellence, and continuous improvement within the team.
  • Review and frequently update all documentation associated with the P1 Incident Handling Process.
  • Provide suggested improvements to the ticketing system tool to create additional efficiencies in the P1 Incident Handling Process.
  • Off-hours support may be requested, as needed.
  • Represent AHEAD in a professional manner in all forms of communication with our customers.
Required Certifications:
  • MIM Professional or above OR
  • Two or more ITIL v.4 certifications
Desired Skills & Experience:
  • 5-10 years leading and managing incidents/crisis events in a large, complex multi-client environment.
  • 5+ years' experience triaging/resolving incidents in a 24/7/365 medium to large scale Data Center/Operations, in a multi-client environment.
  • 5+ years working with an ITSM ticketing system, ServiceNow preferred.
  • Knowledge and experience of ITIL Incident and Problem Management processes and how to integrate them to improve service delivery.
  • Additional skills and experience:
  • Proficient use of all Microsoft Office applications, including Visio.
  • Experience with IT monitoring tools and technologies (Logic Monitor, CA Unicenter, Solar Winds, etc.).
  • Strong communication skills.
  • Leadership skills-the ability to take command in a high-stress situation.
  • Problem-solving skills.
  • The ability to make quick, confident decisions.
  • Listening and synthesis skills.
  • Negotiation, mediation, and conflict management skills.
Why AHEAD:

At AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross-department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include:

  • Medical, Dental, and Vision Insurance
  • 401(k)
  • Paid company holidays
  • Paid time off
  • Paid parental and caregiver leave
  • Plus more See benefits https://www.aheadbenefits.com/ for additional details.


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