Manager of Critical Incident Management

Posted Date:11/14/2017 1:27:26 PM
Job Type: Full Time
Req #: JR-09531
Location: Scottsdale, AZ
Job Category: Information Technology

Job Summary:

What the job is:

  • Organize, facilitate, and lead technical teams to work together to resolve major incidents.
  • Proactively escalate impacting events, establish and chair bridge calls, engage resolvers, and coordinate the resolution.
  • Keep accurate record of incident timelines and supporting artifacts.
  • Ensure post-incident activities, such as incident summary reports and reason for outage reports, are managed through to delivery.
  • Review of incident data to ensure the completeness and quality of the information collected.
  • Clearly and concisely communicate incident details both verbally and written in the form of Incident communications.
  • Review of the execution of the incident process to identify opportunities for improvement in the process (missed SLAs, gaps in execution or response)
  • Documentation of and revision to existing processes, with the end goal of improving quality of services offered to customers by technology teams.
  • Draft communications, assessments, and reports that may be both internal and customer facing, to include leadership and executive management.
  • Be a champion for process. Develop, document, and adhere to processes to ensure consistent and scalable response operations
  • Ensure all Major Incident Process guidelines are followed and all Service Level Guidelines are met during Major Incidents.
  • Act as an escalation point to expedite incident and problem resolution.