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> Manager of Critical Incident Management - Scottsdale, AZ
Manager of Critical Incident Management
11/14/2017 1:27:26 PM
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.