Job Description

Major Incident Manager

Responsibilities include:

• Host and manage Major Incident management calls to facilitate the restoration of major incidents
• Act as One Voice of Technology during Major Incidents providing accurate, concise information and where needed handling conversations at senior stakeholder level
• Coordinates Major Incidents and act as an escalation point to ensure timely resolution of incidents within expectations and SLAs
• End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required
• Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution
• Accountable for the efficient and effective execution of the Major Incident Management process
• Communicates and collaborates with business partners and IT Staff as per the prescribed frequency
• Ensure that all modes of communication are effectively used throughout the incident life cycle
• Filter distractions that would hinder or slow down the efforts of the troubleshooting team
• Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks
• Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base
• Ensure all administration and reports are maintained and up to date, including Incident chronology, post major incident reviews, and problem management intake
• Implements improvements and strategies to support the objectives of the Major Incident Process
• Ensures that the Major Incident Management process is documented and updated
• Provides governance, functional goal definitions, and critical success factors for the Major Incident Management process focusing on continual service improvement
• Driving, developing and managing the major incident process and associated procedures / systems

Required Qualifications:

• AA/AS and 3+years of experience or equivalent combination such as bachelors degree and 1+ years experience or no degree and at least 5 years in an IT Service Desk/Incident Management role
• 3+ years' experience as a Major Incident/ Recovery Manager
• Proven track record of leading MIM calls towards resolution
• An ability to evaluate and deliver consistent, precise, and appropriate communication about customer impact and technical details to executive leaders and internal business partners
• Strong communication and collaboration skills; rapid grasp of situational context and audience
• Outstanding written and verbal communication skills for internal stakeholders, customers, and third-party suppliers
• Able to negotiate in difficult situations to reach a successful conclusion
• Ability to manage and resolve conflict and able to work effectively at all levels of the organization
• Experience of working and delivering in a high-pressure environment with multiple priorities
• Personal flexibility and agility, with the ability to deal with complexity

Desired Qualifications:

• ITIL V.3/ V4 certification
• Understanding of ServiceNow or similar ITSM tool
• Broad-based technical experience sufficient to advise a diverse group of IT platforms, operating systems, infrastructure, and technology environments would be advantageous
• Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems

Telecommuting Options: 100% REMOTE

This role will may require shift work. The CareFirst Technology Operation Center covers a 24/7 operation and members are asked to be flexible in providing coverage outside of their normal shift hours, when the need arises. Position is for full time employment and can be performed fully remote.

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