Incident Commander

About the role

We are seeking an Incident Commander located in Atlanta, GA (contract/hybrid) opportunity. The Incident Commander's (IC) primary responsibility is actively managing the Technology Support Teams to address unplanned outages or service interruptions. Identify and drive an expedited incident resolution to minimize the impact of IT services and business operations. Ensures the right resources are working on resolving incidents appropriate to the severity, identifying when escalation is required, and triggering such escalation accordingly. Provides timely impact information and solution recommendations and assists in coordinating additional Technical Support Teams or their SMEs to be engaged in the outage as needed.

Responsibilities

• Assumes 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.
• Log, categorize, prioritize, allocate, track, and escalate incidents to Corporate Systems leadership and to the EOC (Enterprise Operations Center).
• Assists with developing and updating Operations and Incident Management runbooks, processes, and procedures.
• Assists with 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.
• Assists with compiling Monthly Metrics Reports concerning the supported systems' uptime, health, and stability.
• Learn essential application and business processes (