Major Incident Escalation Manager
1 week ago
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.
- MIM Professional or above OR
- Two or more ITIL v.4 certifications
- 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.
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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