Job Description

Role: Major Incident Manager


Location: Wilmington, DE (On-site)


FTE/ Contract

Note: Work shift timings will be determined by the customer based on their operational requirements.


Shift time: Mondays through Thursdays 11:00pm - 09:00am ET (Friday, Saturday and Sunday off).

Job Description:


(Must haves)
• Must carry a minimum of 5+ years of experience as Major Incident Manager.
• Review proposed major incidents and access validity based on business impact.
• Facilitate troubleshooting bridge calls to drive issues to resolution.
• Document activities and discussion of the major incidents.
• Communicate/Escalate throughout any event to required levels of leadership.
• Generate and Distribute an After-Action Report for every Major Incident.

(Good to haves)
• Recommend Corrective actions to the Problem process for postmortem discussion.
• Ensure sure SOP(s) are up to date.
• 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.
• 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 skills to interact with both customer and end user over phone and through email.

Job Tags

Contract work, For contractors, Monday to Thursday, Flexible hours, Shift work, Weekend work

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