Major Incident Manager / Problem Manager
Current• Manage the delivery of the Major Incident Management functions, hands on experience.• In the event of an outage, ensure the restoration of normal service operation as quickly as possible to minimize the impact on business operations.• Ensure the delivery of clear communication for major incidents, keeping all key stakeholders informed to agreed and appropriate levels throughout the incident lifecycle.• Provide updates to clients and leadership by way of outage notifications to keep them informed of progress to resolution and/or workarounds that have been implemented.• Identify and implement continual service improvement opportunities across the Major Incident, Crisis Management, and wider Service Management functions.• Serve as an escalation point for 3rd party provided Major Incident functions.• Prepare internal reports for Major Incidents and review with Executive Management.• Manage core Major Incident functions to ensure compliance to SLAs and contractual obligations.• Promote the Major Incident process within the wider Enterprise Technology, Enterprise Applications, Media Operations and Crisis Management community, and client teams.• Collaborate with Technology Resolver Teams and Business Stakeholders to understand required service level indicators and to ensure service level objectives are met in terms of impact to service.• Drive high-impact and highly cross-functional initiatives while simultaneously tracking a set of smaller projects.• Project management with emphasis on prioritization and multitasking; ability to adapt to a fast-moving environment.• Experience with collaboration tools such as MS Teams and Slack and ITSM ticketing tools such as ServiceNow.• Proficient with PowerPoint, Excel, and other MS Office products such as OneNote.• Worked with internal and external stakeholders to investigate and resolve reported incidents across multiple services for AWS.
