Severe Incident Manager
Company Name:
Talon
Our client, located in Windsor, CT is seeking a Service Incident Management Lead for an immediate contract position. Details include:
Responsibilities:
- Channel energies on P1 Bridge calls towards restoration efforts
- Coordinate the gathering of needed resources for expeditious engagement
- Continually probe at parallel restoration efforts if the call is not progressing quickly enough towards restoration
- Partner with the Technical lead in a guiding facilitation role
- Escalate to various levels of management, as appropriate
- Utilize tools to correlate past incidents to current issue
- Construct and deliver the enterprise wide Incident Communication, including partnering with the Business Production Support teams
- Responsible for ensuring that all pertinent information is entered in the HPSM SIM tab
- Keep an active timeline for all Priority 1, Impact Score 2/3 Incidents for inclusion in the Problem process
- Be the focal point on the call responding to questions, management requests and giving overviews at the appropriate time
- Ensure that a collaborative effort is maintained on the call, request and release resources as required
- Partner with the Application Support Group and communicate with the affected customer or internal partner, driving restoration in a Customer Centric manner
- Assign ownership, technical lead and SQRM lead for the HPSM record, secure 7:30AM ET meeting resource and assign take away items
- Assign the Impact Score of an incident in a joint effort with the Application Support Group
- Drive escalation timelines within support and vendor groups
- Set reconvene meeting times and schedule as appropriate (through service restoration)
Essential Skills
- Strong communication (written/oral) and facilitation skills are a must. Must be clear and concise - will need to engage upper management in times of crisis.
- Strong restoration management skills. Must be assertive on restoration calls and drive the technical teams to quick and appropriate service restoration.
- Must have a broad technical knowledge, technical expertise is not required, but must have the ability to know enough of technology to recognize how hardware and software could be impacted or cause service impacts. Must recognize technical terms and be able to use them in writing and verbal communication.
- Must have ability to multi-task in a fast paced environment.
- Candidate should be focused on process improvement and can help the team in maturating the SIM process.
Talon Technology consultants have the ability to take advantage of the following
Benefits:
Group Health Insurance
Group Dental Insurance
Group Vision Insurance
Short Term Disability Plan
Long Term Disability Plan
Basic Life Insurance
Flexible Spending Accounts
Health Savings Account
401K Plan
Direct Deposit
Employee Service Center
Referral Bonus Program
Loyalty and Longevity Bonus Program
PNC Bank WorkPlace Banking Program
Plum Benefits
Estimated Salary: $20 to $28 per hour based on qualifications.
Talon
Our client, located in Windsor, CT is seeking a Service Incident Management Lead for an immediate contract position. Details include:
Responsibilities:
- Channel energies on P1 Bridge calls towards restoration efforts
- Coordinate the gathering of needed resources for expeditious engagement
- Continually probe at parallel restoration efforts if the call is not progressing quickly enough towards restoration
- Partner with the Technical lead in a guiding facilitation role
- Escalate to various levels of management, as appropriate
- Utilize tools to correlate past incidents to current issue
- Construct and deliver the enterprise wide Incident Communication, including partnering with the Business Production Support teams
- Responsible for ensuring that all pertinent information is entered in the HPSM SIM tab
- Keep an active timeline for all Priority 1, Impact Score 2/3 Incidents for inclusion in the Problem process
- Be the focal point on the call responding to questions, management requests and giving overviews at the appropriate time
- Ensure that a collaborative effort is maintained on the call, request and release resources as required
- Partner with the Application Support Group and communicate with the affected customer or internal partner, driving restoration in a Customer Centric manner
- Assign ownership, technical lead and SQRM lead for the HPSM record, secure 7:30AM ET meeting resource and assign take away items
- Assign the Impact Score of an incident in a joint effort with the Application Support Group
- Drive escalation timelines within support and vendor groups
- Set reconvene meeting times and schedule as appropriate (through service restoration)
Essential Skills
- Strong communication (written/oral) and facilitation skills are a must. Must be clear and concise - will need to engage upper management in times of crisis.
- Strong restoration management skills. Must be assertive on restoration calls and drive the technical teams to quick and appropriate service restoration.
- Must have a broad technical knowledge, technical expertise is not required, but must have the ability to know enough of technology to recognize how hardware and software could be impacted or cause service impacts. Must recognize technical terms and be able to use them in writing and verbal communication.
- Must have ability to multi-task in a fast paced environment.
- Candidate should be focused on process improvement and can help the team in maturating the SIM process.
Talon Technology consultants have the ability to take advantage of the following
Benefits:
Group Health Insurance
Group Dental Insurance
Group Vision Insurance
Short Term Disability Plan
Long Term Disability Plan
Basic Life Insurance
Flexible Spending Accounts
Health Savings Account
401K Plan
Direct Deposit
Employee Service Center
Referral Bonus Program
Loyalty and Longevity Bonus Program
PNC Bank WorkPlace Banking Program
Plum Benefits
Estimated Salary: $20 to $28 per hour based on qualifications.
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