Major Incident Manager

4 days ago

Atlanta, Georgia, United States ASK Consulting Full time
Job Description

**About the Role**

We are seeking a highly skilled Major Incident Manager to join our team at ASK Consulting. As a key member of our Enterprise Operations team, you will be responsible for managing high and critical business-impacting technology events, ensuring they are resolved efficiently and effectively.

Key Responsibilities:

  • Manage high, critical, and limited business-impacting events to resolution, ensuring alignment with the quality and stability objectives for client Technology's services across all client products.
  • Play a pivotal role in process management, including service strategy setting, service design, transitioning services to production, operations, and continuous improvement.
  • Coordinate with infrastructure and delivery teams to mitigate unplanned events or service interruptions, assess scope and impact, assign priority ratings, and lead efforts to reduce production impacts.
  • Engage leadership and provide timely updates.
  • Utilize a blend of analytical, technical, and communication skills effectively in a team-based setting.
  • Communicate the customer/business/technical impact, status, and resolution to internal stakeholders in real-time.
  • Ensure timely and accurate documentation of incident timelines, scopes/impacts, resolutions, and other quantifiable properties for record-keeping and post-incident reviews.
  • Oversee the Incident Management Process governance.
  • Provide governance and administrative support for Leadership paging and Incident Communication tools.
  • Participate in a scheduled work shift and rotating on-call rotation to maintain 24x7x365 coverage.
  • Manage the inventory of organizational knowledge assets.

Requirements:

  • Bachelor's degree in Computer Science or a related field, or equivalent professional experience in information technology operations.
  • At least five years of experience in performing IT service management activities.
  • Experience managing major incident processes.
  • Experience handling major technology events in complex environments, inclusive of drafting and distributing wide-scale executive summary communications.
  • Strong understanding of industry best practices and tools for incident management.
  • Excellent analytical, technical, facilitation, and written communication skills.
  • Capability to work effectively within a team-based environment.
  • Proficient in self-directed learning regarding documented processes and incident management tools to advance personal development.
  • Adept at managing complex and time-sensitive tasks.
  • Keen attention to detail for effective communication and post-incident analysis.
  • Ability to consistently and comfortably collaborate closely with executives and senior leadership.

Desirable Qualifications:

  • Proven experience managing comprehensive major incident processes and tools.
  • Proven experience overseeing major technology events in complex settings, including drafting and distributing broad executive summary communications.
  • ITIL v4 Foundations Certification.
  • Experience in Organizational Communications.

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