Major Incident Manager

About the role

Domain Operations – Major Incident Management Support role within the EET APS Domain Operations Team, responsible for major incident management support across the EET APS application portfolio.

Responsibilities

• Triage of Major Incidents impacting the supported application portfolio
• Review knowledge content to ensure usability by technical staff and end-user community
• Analyze data and make correlations to events and performance
• Facilitate the resolution of proactive/reactive problems related to incident management across multiple teams inside and outside of EET APS
• Notify, escalate, and communicate to senior management the existence and status of outages
• Partner with the EET APS Problem Management team to ensure root cause, preventative measures, and lessons learned are captured
• Open Incident and Problem Tickets
• Stay calm during triage/troubleshooting activities
• Facilitate triage activities with multiple support teams across the Bank, including Senior Leadership
• Take ownership of EET production issues and drive to service restoral/remediation
• Lead meetings and write clear, concise updates for Senior Leadership
• Work well with AMRS and regional support partners
• Multi-task and prioritize work to complete deliverables on time
• Manage risk effectively across production issues

Requirements

• 3–5 years of Incident Management experience
• Excellent written and verbal communication skills
• Microsoft Products (Excel, Word, PowerPoint) proficiency
• ITSM experience with Remedy and/or ServiceNow
• Previous banking experience
• Strong knowledge of Major Incident Management Process
• Knowledge of ITIL processes with focus in Major Incident Management and Problem Management
• 3–5 years of technology experience
• Experience with ITIL and ITSM

Skills

• Cisco Webex (working with bridgelines and breakout sessions)
• Mattermost (documenting key triage activities)
• NEWs (identifying and paging the right teams for assistance)
• Microsoft Products (Excel, Word, PowerPoint)
• ITSM (Remedy and/or ServiceNow)

Pay

$56.16/hr – W2

Schedule

12–18 month contract; 3x onsite required across Charlotte, NC; Jacksonville, FL; Plano, TX