Major Incident Manager

JOB DESCRIPTION

Job Type: Contract
 
Rate: $75
 
  
 
 
Job Description/ Responsibilities
 
  
 
 
Handling of Major Incidents process to guide their actions and decisions in resolving the incident as quickly as possible
 
Responsible for investigating the incident, identifying its root cause, and implementing the necessary solutions
 
Responsible for coordinating all incident response activities, include triaging incidents and determining the severity
 
working effectively towards resolving the incident and drive coordination among them, with the goal of resolving the incident at hand
 
Handle customer-facing issues, responsible for resolving customer complaints, answering questions, and ensuring customers are informed about the incident and its resolution
 
Communicating with customers promptly and empathetically, managing customer expectations, and working closely with other team members to address customer issues
 
Coordinate the incident response activities, gather the response team, and set up bridge call for communication and collaboration
 
 
  
 
  
 
 
ITIL Incident/Problem Management
 
ITSM/ITIL Service Management Domain Skills