Participate in on-call rotation across one or more shifts in a 24x7x365 operational team whose primary function is to drive all major incidents to fastest possible resolution;
Manage Major Incidents and Crises, driving and coordinating resolution including calls, escalation, and notification to appropriate parties as well as coordinating all incident support activities;
Ensure all appropriate resources are engaged or notified and that restoration efforts are properly prioritized;
Ensure Crisis Management processes, policies, and timelines are correctly followed;
Ensure Crisis Management records are fully documented both during and after the Incident including gathering and recording the full incident timeline of events;
Help train other IS Staff members on Crisis Management and management processes and increase visibility of Crisis Management throughout IT;
Continuous development and daily management of Service Quality. This includes creating and reporting on measurable improvements, CSFs & KPIs in customer satisfaction via reduced mean time to restore services;
Proactively identify opportunities for service improvements; directly address and eradicate unacceptable levels of service for ourselves and our customers; and
Perform other duties as assigned.
Education: BS/BA degree or equivalent combination of education/experience.
Experience (Type & Length): Minimum 5 years’ prior experience as a key contributor or owner in a business, technical, or application development role; e.g., held a senior role in any of the following: SA/DBA/Network/Voice Engineer or Operator, Mainframe Systems Analyst/Operator, Application Developer, etc. Experience in an ITSM role preferred.