Job Description:
• Candidate must be local to Wilmington, Delaware
• Minimum of 3+ years’ experience as a Major Incident Manager
• Experienced in reviewing proposed major incidents, assessing criticality and business impact
• Experience in facilitating high severity incident bridge calls
• Engage and escalate to needed individual/ resource teams
• Working knowledge of IT Service Management tools
• Document activities and discussion during major incidents.
• Communicate throughout any event to required levels of leadership
• Ability to facilitate a Daily Operations Call reviewing previous major incidents
• Recommend corrective actions based on Major Incident events
• Experience in Service Now or a comparable ticketing system
• Good communication skills to interact with both customer and end user over phone and through email
• Hands-on experience required managing and handling Outage meetings with executive leaders
• ITIL knowledge preferred, understanding on Change, Problem and Demand management is a must
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