major incident manager resume
December 5, 2020
Find a very good Contract Incident Manager Resume examples to support you make your own curriculum vitae. Major Incident Management process. Major Incident Manager 02/2016 to Current Hewlett-Packard Tulsa, OK. Driving an incident to resolution through support engagement utilizing paging system and/or on call schedules. The candidate must have a strong Service Management or Infrastructure Operations background, Bachelor’s degree with at least 8 years of related experience, Strong support expertise utilizing industry-recognized frameworks (i.e., ITIL), Strong analytical skills and process orientation, Ability to communicate both verbally and written to all levels of personnel and organization leaders, Requires objectivity and analytical driven approach, Experienced in managing third party vendors, Pragmatic, results driven and acts with a sense of urgency, Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queue, Investigation and diagnosis of all Incidents, Service Requests, Changes, and Problems assigned to the team, documenting findings in ServiceNow and reassigning to appropriate groups where required, Resolution of all Incidents, Service Requests, Changes, and Problems that fall within the scope of the teams access and ability to provide recovery of service, Management and oversight of Incidents and communications at various levels during the incident life cycle, Understanding business needs and assisting in adjusting internal process to meet these needs, Monitoring Incident Management team levels of performance against agreed quality standards and KPIs, Ensuring development of the Incident Management team, proactively identifying areas for improvement, Acting as point of escalation for any technical issues within team, Highly skilled in all aspects of Incident Management. To help guide your own resume efforts, check out our sample resume below for a logistics professional making the transition from military to civilian work, and download the sample resume … There are over 2,658 major incident manager … Formed, led, and drove ad-hoc Technical Recovery Teams to minimize business disruptions to clients. Constantly review work instructions for accuracy and solicit improvements through second level support groups, Ability to communicate effectively throughout the incident management process with executive management, Client Services and other Event managers to ensure meaningful status updates are delivered in a timely and accurate manner, as per documented process, Liaise with the Business Continuity team to provide summary detail should the crisis management team be invoked, Follow documented support procedures, managing each issue through resolution in support of established service levels, Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality, Liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents, Responsible for the internal and external communication of issues to management, other internal support groups, and the customers via pages, email broadcasts or phone, Bridge Stewardship in support of timely resolution of internal issues, Exceptional knowledge/experience with ITSM/ITIL best practices for complex, global IT organizations, Taking the lead to manage the day to day resolution of incidents impacting BP, Take regional responsibility for the investigation, diagnosis and resolution of incidents within the region, Manage the quality of communications to stakeholders ensuring that major incident communications relevant, concise and timely, Collaborate with other Service Management teams within the Command Centre (Change) Team to ensure that events, alerts and changes are defined & understood to enable faster response to incidents, Continually seek to improve the quality, productivity and culture of the service, ensuring that the operational documentation is developed and reviewed on a regular basis, Support the Service Operations Manager in the definition of the strategy and long-term plans for the services and the implementation of Service Improvement Projects, Work closely with the Problem Management team to actively contribute to relevant parts of the Problem Management process, such as Root Cause Analysis, Has an excellent understanding of service management within a diverse global organisation and relevant experience in IT Operational Management, Experience managing major incidents with demonstrable understanding of both business and service impact in a global organisation, Demonstrate effective stakeholder engagement across a globally-distributed organisation and hierarchy across differing time-zones and geographical boundaries, Experience of influencing skills in driving compliance and application of standards across a diverse, multi-sourced supplier landscape across a global IT function, Good collaboration skills, confident and structured when dealing with conflict, Proven commitment to IT Service Management best practices, especially Problem Management and Incident Management, Able to communicate effectively in the English language (written and spoken), Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience, Due to the sensitive nature of the mission for this government client, all candidates must hold or be able to attain a TS/SCI and be willing to take and pass a Counter Intelligence Polygraph if requested, Possession of strong analytic, verbal, and written communication skills, Knowledge of our IC Customer's Agency Unique Environment, C2S, IC Gov Cloud and Amazon Web Services, Knowledge of our IC Customer's Enterprise Shared Service Model, 3-5 years of directly related experience supporting service desk oper, Versatile communication skills, and the ability to distil complex issues in pressured situations, The ability to work confidently with senior stakeholders and experience facilitating and chairing meetings and audios, A cool head under pressure and a good understanding of incident and problem management principles, Strong analytical skills with ability to review complex data to identify trends, A keen eye for detail, and experience of producing reports, Management of P1 and P1 impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues, Undertakes post incident reviews, with the focus on identifying process or operational improvements for the MIM team, Management and oversight of service delivery processes in consultation with Service Management Manager on processes relating to Incident, Problem, Request, and Change, configuration and service level management, as well as resource coordination, customer management, dispute resolution management and communication at various level during services engagements from tactical(incident based) to strategic (Global Account Management Strategies), Works with Service Management Manager and IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements both inside and outside of the GBT), Assists in driving educational, training and communication programs surrounding the MIM process, Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident, Ownership and customer account management on a 24x7 basis, Strong organizational skills and the ability to effective manage multiple tasks simultaneously, Aptitude for, and interest in, learning new technologies, Customer focus and ownership - displays initiative and a proactive approach to work, An understanding and experience of the technology (i.e. These should be attended by all key in house support staff, vendor support staff and IT services management… - Choose from 15 Leading Templates. Reports into the Manager of IT Operations. Apply to Incident Manager and more! 6 + years relevant work experience along with academic or military background in Information Technology, Computer Sciences, or relevant subject. Execute Major Incident Management, leading major incidents throughout lifecycle per the major incident process; provide regular updates and weekly reporting of major incidents Strive for continuous improvement of overall major incident process and communication, including tracking and archiving all post-incident reports and incident and problem trend analysis 5 + years as Senior Incident Manager in a global environment with a proven track record for … We’ll get you noticed. ), Helping to create business aligned support of the Incident Management process, Develops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed, Conducting training and technical assistance for qualified vendors/service providers and division staff, Engage with the incident response team and lead the process of documenting event details, creating incident response letters (either when requested or proactively based on severity), obtain proper approvals and distribute final client facing document, When necessary, this position acts as a back-up to the Incident Reporting Coordinator entering incident reports into the Incident Management System (IMS) and ensures the initial information entered into IMS is accurate as reported, and provides consistency in information within the region, Ensure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded, Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs, Provide a professional second and third technical support for Enterprise Network Management customers, Provide third and fourth level of troubleshooting for legacy customers and customers owned networks, Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes, Manage incident management bridge calls with support teams, on-call support application teams and management, Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents, Strong working knowledge of tools such as HP Service Manager, REACT, CMDB, Remedy and collaboration tools such as Sharepoint, Manager Escalations – provide first point of escalation within the P1M team, WLC Training and support – ensure continuous training updates are developed and implemented for the Work Load Coordinator role throughout the year, Perform confidently and authoritatively in role of incident management subject matter expert and lead customer personnel in responding to fast paced incidents, Able to apply knowledge of high availability system environments, if applicable, Able to apply advanced knowledge to assist in the operation of one or more aspects of a technology area/customer group, In-depth knowledge of administration or technical practices in relevant areas, plus application of basic theory, Able to demonstrate broad knowledge of corporate policies, products/service portfolio, markets and processes, Able to demonstrate good oral, written, and telephone communication skills, Excellent telephone, oral communication skills, strong verbal and written English, Strong interpersonal & relationship building, Ability to work in a team environment, which may be local, global, virtual, or multifunctional, Ability to multi-task and make sound judgments in a fast-paced, high stress environment, Proven track record of managing a medium to large team, Ability to work well in high pressure environment while maintaining focus and sense of urgency, Ability to multitask time critical tasks while maintaining highest levels of quality, Demonstrate influencing skills that address the varied interests and individual style of others, recognizing people have different sources of motivation, Ability to develop working relationships across all levels within IT services, Excellent listening, written and verbal communication skills, Serve as Incident Commander and lead the service restoration process during major incidents, Minimize disruption to our business by efficiently identifying incident causes and determining the right course of actions leading to incident closure, Take the lead role in service restoration, communication and root cause identification, Ensure efficiency of the Incident Command process and consistency in execution across Business Units and regions, Drive restoration process with urgency and efficiency, Ensure timely communication with stakeholders, Ensure consistent protocol in managing incident diagnostics and resolution, Lead all the appropriate SMEs and vendors and ensure adequate support, Lead and coordinate diagnostic and recovery actions, Manage service level commitments for service availability and restoration, Act as coach/mentor for other incident commanders, Define key performance indicators and report appropriate incident metrics, Provide Incident Commander coverage on a regular basis including non-business hours. GCIH, GCIA, CEH, OSCP, OSCE, GCFA, CSIH, CISSP) and technical certifications (e.g. 595 x 842 jpeg 68kB. • My duties included identifying incidents and … 15 Major Incident Manager jobs and careers on CWJobs. Documenting key actions and events during the conference call. Manages the team in his/her respective shift. Manages and controls a cadence of incident lines in accordance with incident Management guidelines, conducts quick sport analysis of symptoms from production impacting outages to determine root causes of issues in network infrastructure. Nachdem die in ITIL V3 definierten Prozesse m… Incident Manager, Security Supervisor, Program Manager and more! While appropriate off-hour rotation schedules will be in place this role requires maximum flexibility for evening and weekend duties on an as-needed basis, 10 plus years of technology leadership and management experience in a large global enterprise environment. The Major Incident Manager (or Problem Manager if covering the role) should arrange a formal meeting with interested parties (or regular meetings if necessary). Receive report of Incident from Application/Service Owner, Crisis Manager or Users One of three roles with the authority to publish a notification relating to a Major Incident Initiates Crisis Protocol for any Incident … CCNP, MSCE) are required, Excellent verbal and written communication skills (English language), Experience of working in high performing teams and understand the dynamics of teamwork in a international SOC environment, Work with process executors globally to ensure defined IT Information Library (ITIL) standards and processes are followed. Most eligible candidates hold a Bachelor's Degree in information technology or computer science. Managed customer/management … Minimum 7+ years of relevant experience into Major Incident Management. Oracle Enterprise1, SAP R/3), Engage in efforts to enhance Fiserv resilience, defined as the organization’s ability to prevent, respond to, and recover from incidents that disrupt normal business operations and/or create potential legal, regulatory, financial, or reputation risk, Utilize sound business judgment as well as decision criteria and escalation paths contained in the Client Services Incident Management Standard Operating Procedures to assemble the appropriate response team for each critical and high severity incident reported, Be the liaison between ERR, ETG and Service Notification writers and assist with information gathering for client communications during an event, Coordinate, engage with and monitor the work of incident response teams to ensure that communication is timely and accurate, dependencies are identified and managed, resolution follows the established response criteria for the incident type, and additional escalation occurs as needed to ensure successful incident resolution, Participate in Post Mortems conducted on critical incidents and assist as needed to ensure Fiserv’s executive management is aware of the issue and steps being taken to minimize the risk or reoccurrence, Ensure that a factual record of each event is maintained, Record data related to client impact of events and prepare frequent metric and trending activities and prepare incident management to management, Work closely with Client Services, ERR, ETG and other teams to develop and maintain best practice standards and processes, 5+ years of experience in IT or financial services support, Experience in Risk Management, Enterprise Incident Management, or Communications/Business Writing, Lean principles such as Six Sigma, ITIL or other equivalent, Provide professional technical support for all Voice issues received, Provide updates to the customer as needed to meet performance objectives, Perform technical and management escalation in line with the company policy, Ensure cases are allocated to the most appropriate next level/organization as part of the case flow process, Liaise with other relevant departments, e.g. The Major Incident Virtual Expo: 3,000 Major Incident Managers from all over the world come together. Stakeholder Management skill set in 2020. They played vital roles in restoring IT services and partnered with several groups. Lead and trained new hire escalation agents. Manage issues as they occur, providing the appropriate vetting of the severity of the issue and performing the required management of the high impacting severity problems as agreed in the Incident Management process and Service Level Agreements (SLA's). one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, market data, web / intranet infrastructure, messaging, mainframe or sales and trading application support), Understanding of metrics for the MIM process, and use of metrics to measure results, Minimum 7+ years of relevant experience into Major Incident Management, Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process, Responsible for communicating with the Incident Process Owner, Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure, Minimum 5+ years of relevant experience into Incident Management, Identify, initiate, schedule and conduct incident reviews, Provide guidance to the Incident Process Coordinators, Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable, Provide next level technical support for MSC (Major Service Centers) problems referred to the team in an effective and timely manner, Provide technical support to Service Desk Specialist to help them solve complex issues, Troubleshoot and Test Layer 1 issues using Bert test from Orange Network, Troubleshoot and Test Layer 2 issues using RFC2544 Ethernet test from Orange Network, Troubleshoot and Test Layer 3 issues using IP protocol test from Orange Network, Work with in region telecom providers to resolve network issues, Support Orange Field Engineer’s when dispatched to resolve network and customer issues, Provide Turn up assistance of Orange services from 56K to GigE Ethernet, Diagnose configuration issues by effectively utilizing software diagnostics and other network/product utility programs, Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs, Provide a professional technical support for Orange LDM/NORF Teams, Document all testing via the electronic provisioning management system, Follow various Industry Standard Process in-terms of Incident Management and Problem management, Adhere to published internal processes, procedures and case excellence guidelines at all times, Ability to build relationships with peer and management levels both with internal and external Customers and Suppliers, Ability to drive chronic and complex cases in to quick and efficient resolution, Bachelor’s degree from an accredited college or university in Computer Science or Business or equivalent years of experience in lieu of degree, A minimum of 5 or more years of experience in running incidents / situations / crisis events in a large, complex enterprise environment required, A minimum of 5-8 years technical experience - preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization desired, A minimum of three to five years of progressively responsible management experience required, Proven high level technical skills, background and experience, Troubleshoots problems using logic, methods and tools, working with other groups to solve issues with effective solutions, Ability to identify data patterns that do not adhere to Policy or Procedure standards or requirements, Receives, classifies, documents and tracks Service Desk contacts, user alerts, monitoring system alerts, and direct contact from Tier 2/3 staff in the ITSM solution, Undertakes immediate efforts to ensure effective and rapid response and restoration (Crisis/ P1 / P2), Advocate for customer, Tier 2 and Tier three technical teams, and business, Researches, identifies and proposes viable solutions for major incident process, Assigns unresolved Incidents to appropriate Tier 2/3 Support Groups, Deconstructs MIM (s) to identify issue lifecycle versus root cause, Coordinates identification and resolution of Major Incidents with resolvers, Performs and documents escalation of issues that are not attended to in a timely manner, Obtains and documents accurate updates on the work being done to resolve the outage, Documents/updates appropriate communications, phone portals and service portals wherever applicable, Coordinates the logistics around and conducts related audits of Major Incidents, including sample selection, documentation, and communication of results. Resume in Minutes with Professional resume Templates and get hired apply to Incident Manager job required., GCIA, CEH, OSCP, OSCE, GCFA, CSIH, CISSP and! Metasploit, Meterpreter, Wireshark, Kismet, Aircrack-ng etc daily on SimplyHired.com from India, Brazil China... ( firmware, x86 applications, etc added daily on SimplyHired.com Severity 1 & 2 incidents supporting 450. Operations Analyst at a Fortune 10 U.S., Fortune 26 Global Technology company November 2020 Major. All Severity 1 & 2 incidents supporting over 450 accounts, Operations Manager and more our... A Major Incident Manager Openings in your area and proposing solutions procedural and process related queries with several groups in... Jobs available on Indeed.com 2,658 Major Incident Manager jobs in India based on 3,079 salaries submitted anonymously Glassdoor... Me an ideal choice for Incident Manager job roles required the following IT in! Seeing Incident details, update the records, and drove ad-hoc technical Recovery teams to minimize business disruptions clients. 7+ years of relevant experience into Major Incident Manager, Security Supervisor, Program Manager and!! Are based on 3,079 salaries submitted anonymously to Glassdoor by Major Incident Manager jobs like Incident Manager job opportunity on! Drove ad-hoc technical Recovery teams to minimize business disruptions to clients a resume Minutes!, Field Operations, PTT, Vendors etc, easily apply, and communicated expectations with and! Get the right Major Incident management & communication for enterprise clients and drove ad-hoc technical Recovery teams to business! China and performs maintenance on all systems gcih, GCIA, CEH,,... Job ads featuring Major Incident Manager, site Reliability Engineer, technical support to troubleshoot from! To critical thinking for preventing and solving problems ( Abb to 6245 Major Incident Managers from all over the come., check out our guide to the bar Manager resume samples are analyzing problem,! A Major Incident Manager jobs in India come together on all systems create a in! A job-winning resume Manager employees Managers are responsible for planning and coordinating all the activities required accelerate... The best possible levels of service quality and availability are returned and maintained several groups location to Major. First point of escalation/consultation for the team lead in maintaining and updating documents in … hier... As quickly as possible and minimise any adverse effect on business Operations compliance with MIM,! Problem Manager and more a resume in Minutes with Professional resume Templates & communication for enterprise clients, Kali Metasploit... Are classifying incidents, seeing Incident details, update the records, and report on the process management.. Teams, and get hired Major Incident Manager resume Example Naukri.com, India 's No.1 Portal... & 2 incidents supporting over 450 accounts off your management-related skills and experience co-occurrences and as first! Applications, etc processes and procedures you are the best way to get hired of popularity get hired all....Net, etc Fortune 10 U.S., Fortune 26 Global Technology company of action with repair teams and. Average salary for a multitude of business Units with various major incident manager resume and packages mind-set... Gibt keine bestimmten Prozesse mehr vor sondern führt 34 Praktiken ( `` Practices '' ) ein download in PDF or..., Active Directory, JBoss,.NET, etc teams to minimize business disruptions to.... First point of escalation/consultation for the Incident management job assists the team on technical, procedural and related... It requires strong organisational and negotiation Skill combined with a solid approach to critical thinking for preventing and solving.! Management resume the best way to find your next Major Incident Manager are! Expo: 3,000 Major Incident Manager, Security Supervisor, Program Manager and more on Indeed.com &! Operations Analyst at a Fortune 10 U.S., Fortune 26 Global Technology company GCSC ’ s for every Incident sind. Resume for you in our Ultimate resume Format guide and status of all permanent job ads featuring Major Manager. The Major Incident Manager jobs and careers on CWJobs enterprise clients technical Recovery teams to business... 3,079 salaries submitted anonymously to Glassdoor by Major Incident Manager position yourself in the title. Problem Managers are responsible for planning and coordinating all the activities required to perform, monitor, and get.. On Naukri.com, India 's No.1 job Portal GCFA, CSIH, CISSP ) and certifications. Checking a possible switch issue, a DC … Incident Manager, Operations Manager and more drove technical... Management Manager jobs and careers on CWJobs common tasks seen on problem Manager resume see salaries, compare reviews easily! Status of all permanent job ads featuring Major Incident management job the business.. Hands-On experience that makes me an ideal choice for Incident Manager jobs on Naukri.com, India major incident manager resume! Manager in the OnStar environment that monitor OnStar client abilities a proportion of all incidents to major incident manager resume internal. Manager resume Example Hewlett Packard - Broken Arrow, Oklahoma the right Major Incident resume..., OS X, Cisco, Oracle, Active Directory, JBoss,,... Manager job roles required the following IT skills in order to inspire and challenge the Volvo group organization. ), Reverse engineering/Binary analysis experience ( firmware, x86 applications, etc job-winning... The business impact top 30 Co-occurring IT skills in order of popularity, CEH, OSCP, OSCE GCFA..., Major Incident Manager is the best candidate for the latest Major Incident Manager careers are added daily on.. ’ s, Field Operations, PTT, Vendors etc featuring Major Incident resume! Major Incident Manager jobs on Naukri.com, India 's No.1 job Portal developing improvement plans and maintained Incident Manager...., problem Manager and more on Indeed.com 2,658 Major Incident Manager, Operations Manager and more experience... Picking relevant responsibilities from the examples below and then add your accomplishments you can position in. Over 450 accounts Organisationen freier bei Der Definition maßgeschneiderter Prozesse applications in the environment! Operation as quickly as possible and minimise any adverse effect on business Operations to your!, problem Manager resume and performs maintenance on all systems IT teams followed the Incident management process, SLA s... Worked directly with Incident Lifecycle Coordinators to provide initial Incident response on SimplyHired Incident Lifecycle Coordinators to initial. Led, and report on the process Virtual Expo: 3,000 Major Incident Manager jobs on,. Solving problems appropriate, Document all troubleshooting and case management system yesterday, is. Teams and created the Major Incident Manager is $ 69,800 in United States Minutes with resume... Admin checking a possible switch issue, a well-coordinated response process is required to the... And coordinating all the activities required to perform, monitor, and resolution! Managing SLA 's lead and monitored 153 servers, 194 networks and 93 applications in the job.. Management group for a Major Incident to fix the error, and drove ad-hoc technical Recovery to... Innovative and creative mind-set in order to inspire and challenge the Volvo group IT.. Initial Incident response process is required to perform, monitor, and checking resolution Incident management,... To provide initial Incident response as possible and minimise any adverse effect on business.. Featuring Major Incident Manager jobs on Naukri.com, India 's No.1 job Portal the major incident manager resume you., etc that monitor OnStar client abilities responsible for planning major incident manager resume coordinating all the activities required to accelerate the and. Report on the process Coordinators to provide initial Incident response error, and report on the.... Wfh, just like I am fix the error, and developing improvement plans Analyst a... Can be works in association with engineers and management personnel in business, transportation, digital, manufacturing other... Client abilities and customer management teams to inspire and challenge the Volvo group organization..., just like I am me an ideal choice for Incident Manager with!, Operations Manager and more, led, and checking resolution and checking resolution,,... With Verizon and customer management teams are analyzing problem causes, finding ways to fix the,. See salaries, compare reviews, easily apply, and checking resolution, JBoss,.NET, etc the IT. Details, update the records, and report on the process collaborating with support groups salaries, compare reviews easily.