Incident Commander

Job Family Responsibilities

• Affords ownership and accountability for rapid incident resolution from the technical support teams.
• Is the decision maker on the outage solution fix, implementation change, and closing or downgrading of the incident.
• Manages the incident impact/diagnosis, solution definition, and all delivery aspects of incident resolution.
• Raises escalation requests with Senior Management or 3rd Party Vendors.
• Leads technical and business discussions on incident resolution.
• Logs, categorizes, prioritizes, allocates, tracks, and escalates incidents to Corporate Systems leadership and to the EOC (Enterprise Operations Center).
• Aids in developing and updating Operations and Incident Management runbooks, processes, and procedures.
• Aids in managing the Post-Incident Review process, including analysis of the incident and identification of root causes, as well as recommendations for process and system improvements to prevent similar incidents.
• Aids in compiling Monthly Metrics Reports concerning the supported systems' uptime, health, and stability.
• Learns essential application and business processes (i.e., order management, payments, long-running jobs, etc.).
• Participates in enterprise monitoring initiatives.
• Performs other duties and projects as assigned.
• Willing to work in 24X7X365 shift on-call operations rotation.
• Champions best practices.

Key Responsibilities

• Quickly assesses the severity of service impacts regarding enterprise business impact.
• Facilitates major incident bridge calls to ensure all appropriate groups are working on restoring service promptly.
• Notifies, escalates, and communicates to senior management and impacted stakeholders the existence of service impacts, as necessary.
• Scheduled shift plus rotating on-call requirement to maintain 24x7x365 coverage.
• Timely and accurately completes problem & outage records, including a timeline of events and other required data fields.

Professional Technology Skills

• Ability to multi-task.
• Effective Team leadership experience.
• Effective meeting presence.
• Effective decision maker.
• Ability to stay calm under fire/duress.

Knowledge, Experience & Qualifications

• Essential: Experienced in the IM Process and has relevant Technology or Product domain knowledge relating to the outage incident.