Position Summary: • Perform the critical incident management role • Manage paging tasks and incident document • This position will be working with fellow CIM Technicians, SSG and Client and I/S Management. • This position requires a security clearance which requires US Citizenship to obtain. Required Work Experience: • 6 years experience including facilitating and leading groups in order to resolve problems and achieve results, and working with both technical and non-technical Help Desk or Call Center teams, Technology Owners, Application areas, and/or other support teams. Required Skills and Abilities: • Ability to quickly assess critical situations, make appropriate decisions, and drive resolution. • Strong interpersonal skills. • Detail oriented. • Proven ability to identify resource needs and escalate functional, quality, and timeline issues appropriately. • Demonstrated, excellent verbal and written communication skills, including the ability to communicate with all levels up to and including executive management. • Strong critical thinking, problem-solving, and analytical skills. • Demonstrated, effective organizational and leadership skills in a team environment. Preferred Work Experience: • Previous experience managing high severity incidents and resolutions. Required Software and Tools: • Microsoft Office. Responsibilities of Job: 70% Upon notification of a Red Alert and high severity incidents, communicates the status to all involved parties via email, phone, or in person, coordinates support from the various IT teams to determine most time effective manner of correction or completion, prioritizes necessary actions, and ensures all parties remain on task. Facilitates meetings and tracks all activities impacting the resolution of the Red Alert and/or incident. Organizes and maintains appropriate documentation throughout each effort. Provides executive status summaries to IT Senior Management and CIO. 30% As a member of the Incident Management team, assists in the creation and implementation of process improvements, clarification, strategic efforts, and action plans related to critical business processes and/or customer-related requirements. Participates in process evaluation that result from new business implementation, large system, hardware, or software changes, and other IT services that impact the incident management process.
