Major Incident Manager

Role : Major Incident Manager Location : Wilmington, DE (On-site) Need local candidates or nearby 30minutes drive. Note : Work shift timings will be determined by the customer based on their operational requirements. Shift time : Friday, Saturday and Sunday- 6 : 40PM ET – 8AM EST (Monday, Tuesday, Wednesday and Thursday off). Job Description : (Must haves)

• Must carry a minimum of 5+ years of experience as Major Incident Manager.
• Review proposed major incidents and access validity based on business impact.
• Facilitate troubleshooting bridge calls to drive issues to resolution.
• Document activities and discussion of the major incidents.
• Communicate / Escalate throughout any event to required levels of leadership.
• Generate and Distribute an After-Action Report for every Major Incident. (Good to haves) :
• Recommend Corrective actions to the Problem process for postmortem discussion.
• Ensure sure SOP(s) are up to date.
• Contractor shall facilitate a Daily Operations Call reviewing previous major incidents and reviewing upcoming changes.
• Contractor shall consolidate and provide daily reports reviewing incidents, changes and problems within the environment.
• Contractor shall assist in the problem management activities and process as needed, including but not limited to the following.
• Recommend corrective actions based on Major Incident events.
• Ensure Problem management resources receive all pertinent information regarding problems or Root Cause Analysis events.
• Flexible to work in any shift.
• Good communication skills to interact with both customer and end user over phone and through email.