Major Incident Manager

JOB DESCRIPTION

Overview:   
 
  
 
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is an American multinational information technology services and consulting company and is a leading provider of information technology, consulting, and business process outsourcing services, dedicated helping the world's leading companies build stronger businesses. 
 
 
Title: Major Incident Manager  
 
Work Location: Phoenix, AZ  
 
Job Type: Contract  
 
Work Type: Onsite  
 
Duration: 24+ Months  
 
  
 
 
 
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  
 
 
 
BGV must be cleared to start  
 
 
 
Cog Kit 
 
 
 
ITIL Incident/Problem Management  
 
 
 
ITSM/ITIL Service Management Domain Skills 
 
 
 
  TekWissen   Group is an equal opportunity employer supporting workforce diversity.