04 Nov
Incident Manager
Delaware, Wilmington , 19801 Wilmington USA

JD FOR IM:
  • 3+ years of experience as IM engineer.
  • Review proposed major incident and access validity based on business impact
  • Facilitate Troubleshooting bridge calls to drive issues to resolution
  • Document activities and discussion around major incidents
  • Communicate throughout any event to required levels of leadership
  • Generate and Distribute an After-Action Report for every Major Incident
  • Recommend Corrective actions to the Problem process for postmortem discussion
  • Review and correct SOP’s/ Documentation as requested
  • Contractor shall facilitate a Daily Operations Call reviewing previous major incidents and reviewing upcoming changes.
  • Contractor shall consolidate and provide daily reports reviewing incidents, changes and problems within the environment.
  • Contractor shall assist in the problem management activities and process as needed, including but not limited to the following
  • Act as scribe during regular Problem review meetings
  • Recommend corrective actions based on Major Incident events
  • Ensure Problem management resources receive all pertinent information regarding problems or Root Cause Analysis events.
  • Flexible to work in any shift.
  • Good communication skill to interact with both customer and end user over phone and through email.


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