Position Summary:
A member of the Technology Enterprise Command Center (TECC) who assists with restoration efforts for critical outages that affect the business, operations and technology teams. Execute the Critical Incident Management processes and proactively monitor and assist with incidents as needed. Send written communications to Technology, Business Customers, and Company Senior Leadership related to significant Technology outages.
Key Responsibilities:
- Work directly with stakeholders and executives to drive resolution during critical incidents and improve overall response for future incidents
- Drive transparent communication that promotes very high levels of internal/external customer satisfaction
- Ensure smooth execution of the Critical Incident Management process, including running and managing incident restoration bridges
- Prepare post incident review documents that will help Problem Management in determination of root cause analysis
- May perform other job duties as directed by Employee’s Leaders
- Assist in the development of standards and procedures that maximize operation’s responses to encountered incidents and minimize service availability interruptions
- Partner and collaborate closely with Infrastructure, Engineering, Operations, ETO Support, Business and Leadership
- Lead enterprise-wide drills to ensure excellent response posture
Required Education & Experience:
- Required: High School Diploma or GED
- ServiceNow skills
- Skilled in thought and intellectual leadership
- Ability to present to C-Level executives with outstanding communication skills
- Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
- Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
- Ability to execute with a high level of operational urgency with an ability to maintain calm, and work closely with a team and stakeholders during a critical situation
- Skilled in a Customer-centric attitude and the ability to focus on providing best-in-class service for customers and stakeholders
- Office 365 suite experience
- Must be able to comply with Company attendance standards as described in established guidelines
- Network knowledge
- Good infrastructure knowledge and how the apps sit on the infrastructure
- Client Server application
- Graphana / App Dynamics knowledge
- Middleware experience – through MQ Series and Tibco
- Ability to communicate and interact with others in the English language to meet the demands of the job
- Must be at least 18 years of age
- Ability to work a flexible schedule, including weekend and overnight shifts
- Ability to understand and explain interconnected application functionality in a complex environment
- Ability to respond to and lead complex incident response in a 24/7/365 environment and provide mission-critical support to large enterprises
- Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
- Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
- Knowledge of incident management frameworks (IMS, ITIL, NIMS, NIST, SANS, etc.) ITIL Foundation Certified strongly preferred