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Benefits:
- 401(k)
- Dental insurance
- Vision insurance
Job Summary
1. Crisis Command & Incident Orchestration
- Trigger & Mobilization: Instantly invoke the Major Incident Management process upon notification of a Priority 1 (P1) or high-impact Priority 2 (P2) event.
- Bridge Management: Chair and lead the Major Incident Command Bridge / War Room. Coordinate internal engineering, infrastructure, application, and 3rd-party vendor teams.
- Drive Restoration: Maintain absolute focus on service restoration and workarounds rather than immediate root cause analysis.
2. Stakeholder & Executive Communication
- Broadcast timely, clear, and non-jargon status updates to executive leadership, business unit heads, and key stakeholders at fixed cadences (e.g., every 15–30 minutes).
- Manage escalation paths to engage senior technical leads or external suppliers when resolution stalls.
3. Governance & Post-Incident Management (PIR)
- Hand-off to Problem Management: Ensure seamless transition of the incident to the Problem Management team for Root Cause Analysis (RCA) once service is restored.
- Post-Incident Reviews (PIR): Facilitate PIR sessions to capture timelines, evaluate response effectiveness, and document lessons learned.
- Emergency Changes: Authorize and log Emergency Change Requests (ECRs) required for immediate fixes in compliance with ITIL Change Management.
4. Process & KPI Reporting
- Track key performance indicators, including Mean Time to Detect (MTTD), Mean Time to Restore Service (MTRS), and SLA compliance.
- Continuously refine Major Incident playbooks, escalation matrices, and response workflows.
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