Major Incident Manager

TITLE: MAJOR INCIDENT MANAGERSTATUS: EXEMPTREPORTS TO: MGR – IT SERVICE MANAGEMENTDEPARTMENT: IT – SERVICE MANAGEMENTJOB CODE: 10086PAY RANGE: $102,000.00 - $125,000.00 ANNUALLY GENERAL DESCRIPTION: As a Major Incident Manager within the IT Operations department, you will manage our Major Incident Management Process across the entire organization. This includes facilitation of technical and application recovery bridges, documenting recovery timelines, executing playbooks for outages, ensuring teams follow incident protocols, and running point on incident communication plans. The Major Incident Manager will also manage the problem management process. This includes managing post major incident activities of root cause analysis, resulting action items, and updating documentation. TASKS, DUTIES, FUNCTIONS: Ensuring flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction. Creating, communicating, and executing the incident response strategy and actions for individual incidents. Managing resources assigned to the incident and ensures the incident is receiving the proper support to drive resolution as quickly as possible. Escalating, prioritizing, communicating, and coordinating high severity incidents ensuring adherence to the company’s incident response process. Addressing incoming escalations from executives regarding the incident. Ensuring all agreed to operational policies and procedures are adhered to and championing the incident response process in alignment with ITIL processes. Driving the incident response process from detection through containment and eradication. Leading the coordination with internal stakeholders through resolution of the incident and root cause analysis. Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, and Leadership to ensure alignment across the business. Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution. Contribute to the improvement of the incident response process based on lessons learned. Train and mentor staff on the incident response process. Ensures that the Major Incident Management process is documented and updated. Remains updated on the latest industry standards in the Major Incident Management process area. Submits change requests to change management as required to eliminate know problems. Recording, managing, and advancing the problem by escalating to the elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management. Creating tasks for other IT departments to work on the problem resolution Monitors problem resolution and closure. Analyses historical data to identify and eliminate potential incidents before they occur Develops metrics and reporting requirements and maintains relevant SLA/KPI metrics for both the incident and problem processes. Serve as backup and assistance for other ITSM process owners supporting change, asset and knowledge management. Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Prior experience in a 24x7x365 operations environment. Experience with Mass notification tools desired Performs other job-related duties as necessary. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required to train, direct, and evaluate staff, diagnose, correct and log computer projects and problems. Strong organizational and time management skills; ability to articulate system methodologies and concepts; communicate effectively in providing technical guidance and expertise to other staff Must possess sufficient manual dexterity to skillfully operate applicable computer hardw…