Major Incident / Event Management Specialist - US Works from Home

The Event Management Specialist translates technical details and documents status of repair activities into customer-facing summaries for live time outages (Network Outages/Events or Scheduled Maintenances/Change Activities) and for post-incident root cause reporting reason for outage reports.

Ensures customer communication requirements are met at committed intervals to promote a positive customer experience during difficult outage scenarios. This role is responsible for command and control: facilitating a technical audio or group chat bridge which includes gathering necessary repair agents into one communications forum to capture live-time triage efforts. Performs escalation management to ensure outage restoration is progressing at an expected pace. Adheres to all internal processes to ensure the information is captured and that the workflow is executed accurately and within outlined service level objectives.

Responsible for understanding and impacts associated with a given outage and ensuring trouble tickets are opened and managed from incident start through closure, which includes impact correlation of different technologies or products which are down due to the same outage. Responsible for post-incident follow-up with necessary repair teams to ascertain critical information that was not available during the incident.

• Consistently looks for and drives transformation. Transformation Responsibilities to include one or more of the following:
• Process Improvement
• Project Work
• UiPath or Automation Certifications
• Training or supporting growth of the team in an ever-changing environment
• BCP Management
• Understands Critical Applications for Service Assurance
• Collaborates with business partners such as IT, IOC, SA leadership to report on and drive resolution for critical application impact.
• Performs quality reviews in all areas such as event communications, bridge command, and RFO documentation
• Solicits and responds to feedback from internal partners to constantly evaluate our day-to-day practices and identify potential growth opportunities.
• Identifies training or coaching opportunities as well as process gaps and problem then works to solve them.
• Oversee and drive high quality communications for events, especially critical network events
• Oversee RFO and Event queue management (ANTS/NTM/Ops Console) to ensure service level objectives are being met
• Facilitates new hire onboarding and training programs
• Meeting facilitation or participation with team and internal partners across various organizations
• Act as BCP and EIMT Commanders during critical application or critical network outages
• Command, control, and coordination preparing for and during the recovery of natural disasters globally.
• Support IT system releases via user acceptance testing and post release sanity testing and validation
• On-call responsibilities
• Maintain responsibility beyond I & II expectations, which may involve project management, training, lead meetings, process documentation and other assigned duties by leadership.
• Ability to fill-in for management temporarily in any given scenario.
• Team lead - great communications and attitude a must. Ability and willingness to see the team succeed.
• Serve as one of the designated operational leads for Corporate Communications / Regulatory Comms / Legal Comms / Executive Comms
• Managing the PR aspect of a potential crisis.
• Developing executive C-Level SLT briefings on Network Events that may be used as reference material for Investor Relations or Media inquiries.
• Assist in managing and sharing content with users on social media sites such as Down Detector, Twitter and Facebook, etc.
• Assist with researching regulatory events, writing and distributing press releases to targeted media
  

Qualifications:

• 5 years of relevant experience
• Bachelor's or equivalent in related field
• Project management experience
• One or more years with automation/coding/developer experience

Skills and Competencies:

• Excellent written and verbal communication skills. Experience with customer service
• Ability to deliver difficult messages in a clear, concise, and empathetic manner
• Ability to convey a sense of urgency in written communications
• Attention to detail with good organizational capabilities.
• Ability to prioritize with good time management skills.
• The applicant may be requested to submit a writing sample
• Sound ability to effectively manage conflict in stressful situations
• Must understand and be capable of supporting technical aspects of products and services to include transport, IP, and voice.
• Ability to use effective approaches for choosing a course of action or reaching valid conclusions.
• Ability to effectively manage an issue from inception to closure and work extremely well in a supportive, team environment.
• Must be punctual and possess an exceptional work ethic.
• Ability to establish and maintain excellent customer & team relationships
• Excellent persuasion skills
• Ability to read, understand, and follow written processes, as well as assist with process documentation creation
• General understanding of business continuity and emergency response team processes.
• Understanding cross-organizational processes and relationships critical to the event management team.
• Highly motivated and driven to provide quality deliverables with the ability to adjust to multiple demands and shifting priorities.
• Build and maintain strong relationships with internal team as well as every team that the department interacts with, has a reliance on, or is reliant on the team.
• Possess leadership characteristics of integrity, accountability, empathy, aptitude for training and coaching peers. Is a transformation driver
• Promotes compliance of all processes through model behavior.
• Strong analytical skills with the ability to observe team issues and turn those issues into updated processes or IT enhancements.
• Data analytics knowledge: Understand the data, where it is coming from, and what are the cause and effect for each item on the KPI is. Assist in driving customer experience and efficiency.