Critical Incident Resolution Specialist

3 weeks ago


Lansing, Michigan, United States Saxon Global Full time

Job Purpose

This role oversees the management of Severity 1 and 2 Major Incidents affecting clients on production or financial environments.

The Critical Incident Resolution Specialist is expected to manage and take leadership/ownership of the incident, coordinating all action plans, ETAs, and follow-ups to accelerate the recovery process and mitigate business impact to the client.

The Specialist will also document all actions and progress made and is responsible for interaction/proper communication in the PMR (postmortem report) during crisis situations to ensure a high level of customer satisfaction.

Key Responsibilities

  • Executing the Major Incident Management process tasks in alignment with established processes, minimizing business impacts and meeting SLA targets
  • Managing outages, performing impact assessments, coordinating resolution, driving incident calls, raising (both technical and hierarchic), communicating (including senior management) as well as coordinating all incident support activities
  • Capture, triage (classification and prioritization) and raise incidents to technical teams as necessary
  • Work an operational schedule including weekend on-call rotation
  • Identifying Major Incident impacts that directly affect the customer's ability to function
  • Develop and maintain relationships with client partners/Vendors/Stakeholders

Requirements

  • Strong communication skills; Fluent English
  • Able to establish and maintain strong relationships
  • Able to work in a fast-paced environment
  • Able to work effectively at all levels in an organization
  • Must be a team player and able to work collaboratively with others
  • Self-starter who is highly motivated and organized with an inclination for execution
  • Strong results orientation, with a focus on quality and attention to detail
  • Effective time management and prioritization skills

Preferred Qualifications

  • Strong knowledge of MS Office including Excel, PowerPoint, Word, and SharePoint
  • Strategic thinking and leadership level communication skills
  • General understanding of Application Tiering Models
  • Knowledge on hardware and software products (UNIX, Windows, Mainframes, Storage and Network Systems)
  • At least 8+ years' experience in Service Management and 5+ in Major Incident Handling
  • At least 5+ years' experience in Client Facing
  • ITIL certified
  • Critical Thinking, Problem Solving. Leadership Capacity, Ownership, and accountability
  • Active Listening and confidence to provide recommendations
  • Experience with an ITIL related tools a plus: BMC Remedy, Jira, xMatters
  • Insurance or financial services experience preferred


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