Major incident management & Root Cause Analyst

Major incident management & Root Cause Analyst Job Responsibilities and Duties:

Manages escalated and top priority incidents up to and including resolution.

Asses business impact and urgency, declare Major Incident or trigger business continuity procedures or disaster recovery invocation scripts.

Manage the process of the service restoration or impact reduction.

Identifies and takes control of unallocated incidents

Is involved in the incident review phase (Post Incident and Root Cause reviews).

Perform root-cause analysis, develop logical conclusions, and suggest appropriate workarounds

Liaises with High Priority Incident Manager counterparts and proactively remain cognizant of industry trends to develop and promote best practice.

Qualify the business impact update the incident description and impact including risk and security assessment as needed.

Engage and lead appropriate support staff to prepare action plan to restore services as quickly and efficiently as possible with minimum impact on customer.

Manage 3rd party engagement where required

Monitor progress and escalate as needed.

Define, establish and execute the communication plan

Trigger the Problem Management process as part of the Post Incident review phase.

Incident Management: Facilitate the recovery activities of technical and business incidents independently. Mentor/assist less-experienced team members on complex incidents.

Escalation Management: Identify, manage, and lead escalations.

Problem Management: Proactively and reactively facilitate the search for solutions to prevent the most complex problems from re-occurring across teams/technologies. Capture and document improvement items to be acted upon during the post mortem analysis.

Change Management: Trigger the emergency change procedure to apply solutions during high priority outages

Security Management: Provide input to security policies and processes.

Customer Relationship Management: Support the proactive analysis of customers and/or internal businesses/end users business, organization, and information systems needs.

Teamwork: Lead or work as part of a team, which may be virtual, global, and/or multifunctional, and addressing highly complex issues. Trusted advisor inside and outside team/technology area.

Quality: Provide feedback/influence change in internal and/or vendor provided products/service offerings and processes.

MIM & Root Cause Analyst Skills and Qualification:

Bachelor degree in computer science or related field

Must possess a minimum of 3 years of experience in the similar field

Capable of handling complex priorities

Demonstrated ability to operate in a cross-functional team setting as well as the capacity to work independently.

Advanced knowledge of Microsoft Excel, PowerPoint

Strong written, oral, and presentation communications skills

Ability to work closely with others in a fast paced, dynamic environment

The ability to identify and develop solutions to problems or possibilities.

Able to converse with technical and operational professionals at all levels.

Ability to carry out job obligations with minimal supervision

The ability to collect and organize data.

Technical terms, techniques, and methodologies must be understood.

Able to perform system reports with little or no help

ITIL v2 or v3 Foundations training, or any higher level of ITIL Certification.

Knowledge of ServiceNow or any other ITIL tool.

Job type: Contract Division: eTeam Workforce Limited Reference: 22-02696