Incident Management
Job Title: Incident Management
Location: Collierville , TN
Duration: 12 months
MAX Rate :: $20 C2C / 1099 - $18 on W2
Job Description:
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process during an incident.
- Remediate deviation of process for its particular division/department/delivery unit.
- Responsible for communicating with the Incident Process Owner.
- Point of contact for all Major Incidents.
- Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
- Represent the first stage of escalation for Incidents.
- Monitor the workload per Tier 1 Analyst.
- Monitor the incidents to ensure that the Service Level Agreement are respected.
- Getting the right stakeholders to discuss the impact and urgent in order to obtain the Priority of the incident.
- Proper escalation to engage the right stakeholders required for the incident.
- Identify, initiate, schedule and conduct incident reviews.
- Feed Problem Management with the required inputs where ever an Incident review is requested or is deemed necessary.
- Preparation of Executive summary for all High Priority incidents.
- Ensure the closure of all resolved incidents where the application check out has been completed so as to confirm an Incident Fix.
- Provide guidance to the Incident Process Coordinators as and when required.
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
- Prepare the chronology of incidents so that this may be used during the Post Incident review (PIR).
- Trigger and engage the required resources for the remediation of an incident.
- Proper notification to be sent out to required stakeholders w.r.t the incident progress.
- Ensuring regular incident updates on the website as and where applicable for the public to view from the start to end of an incident.
- Ensuring pages, sms being sent where applicable in lieu of email incident notifications.