Job Description

Bachelor's degree preferred.
•ITIL Foundation Certificate (minimum), ITIL V.3 Foundation (Intermediate/Expert certification preferred)
•ITIL Operational Support Analysis (preferred)
•Minimum 4 years of experience leading or working on a Major Incident/Incident Management team.
•Knowledge in Incident, Change, and Problem Management. •Experience with ITSM Tools, preferably ServiceNow.
•Strong prioritization, coordination, negotiation, and influencing skills while demonstrating empathy to ensure process adherence.
•Ability to control or lead conversations with various support groups.
•Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization.
•Strong cross technical background with proven troubleshooting skills

Highly motivated with strong leadership skills.
•Experience within the healthcare industry a plus.
•Proven knowledge of Service Level Management ITIL frameworks.
•Establish/maintain/improve Major Incident Management policies, processes, and procedures. •Participate in process reviews.
•Monitor and coordinate with IT Teams to ensure the Major Incident Management process is followed.
•Responsible for Major Incident Management process hand-offs between supporting ITSM processes.
•Analyze incident priority with focus on business impact and urgency.
•Drive Major Incidents involving high priority and large-scale IT issues.
•Host, chair and update technical, management and war-room bridges during Major Incidents.
•Partner with ITSM and the business to ensure the effectiveness/efficiency of Major Incident Management.
•Managing the recovery activities and communication of all Major IT incidents within customer centric SLAs. Driving IT and Business teams to restore services on a 24x7 on-call shared rostered.
•Deliver clear and concise communication to stakeholders. Includes all stakeholder communications across various Senior and Executive sponsors throughout the organization.
•Review statistics, KPI and trend reports for use in the Major Incident Management process.
•Obtain, prepare, and provide evidence of compliance of processes required during audits and reviews.

Soft skills ,Strong Communication ,Handle situation in front of Customer Senior people during Major Incident

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