Incident Manager

Are you at your best when coordinating and collaborating with others? Do you like to interact? As part of Mission Control you will be the point of contact for everything related to the production environment. As a Mission Control representative you will lead Incident Management along the defined standards and guidelines of the Incident Management framework. Working in collaboration with the different technology support organizations and business stakeholders you drive fast and reliable incident resolution and therefore, support smooth and reliable Technology Services operations. In addition to the resolution activities you ensure precise and timely incident communications to the different stakeholders..

Responsibilities:

• Have and provide a production overview across the organization: o Be the central point of contact to provide an overview of the production health for technology o Proactively monitor the environment at a top level for abnormalities using telemetry and perform more focused investigations when necessary o Correlate cross-stream issues/events • Run and support incident management: o Actively manage all SEV 1 to 3 Major Incidents o Overview of all SEV 4s, their current state and related escalations o Trends and abnormal volumes of SEV 5s and unstructured requests o Manage SEV 4 incidents when they have the potential to escalate • Control and ensure the quality of incident communications: o Have an overview of all incident notifications released o Be accountable for the content of all major incident notifications o Provide quality content for cross-stream major incident notifications o Be accountable for the quality and hygiene of all stream incident notifications • Run and support Mission Control Command & Control activities: o Be aware of the change portfolio / activities and communicate these effectively o Understand the effect of significant company events, financial events and market news • Establish and maintain collaborative working relationships with different stakeholders • Perform analytics by collecting real time data, identify trends and pro-actively resolve and manage issues/events before they become incidents. • Trend Incident and Problem ticket data to ensure that we have effective Problem management in terms of reducing Incident occurrence.

Salary : $92,700 - $117,000