Major Incident Manager

Tech Mahindra • Wilmington, DE

148d • $70,000 - $75,000

About The Position

Role: Major Incident Manager Location: Wilmington, DE (On-site) FTE: $70,000- $75,000 Per Annum + Benefits. Note: Work shift timings will be determined by the customer based on their operational requirements. Shift time: Mondays through Thursdays 11:00pm - 09:00am ET (Friday, Saturday and Sunday off).

Requirements

• Minimum of 5+ years of experience as Major Incident Manager.
• Good communication skills to interact with both customer and end user over phone and through email.

Nice To Haves

• Recommend Corrective actions to the Problem process for postmortem discussion.
• Ensure SOP(s) are up to date.
• Facilitate a Daily Operations Call reviewing previous major incidents and upcoming changes.
• Consolidate and provide daily reports reviewing incidents, changes, and problems within the environment.
• Assist in the problem management activities and process as needed.
• Recommend corrective actions based on Major Incident events.
• Ensure Problem management resources receive all pertinent information regarding problems or Root Cause Analysis events.
• Flexible to work in any shift.

Responsibilities

• Review proposed major incidents and assess validity based on business impact.
• Facilitate troubleshooting bridge calls to drive issues to resolution.
• Document activities and discussions of the major incidents.
• Communicate/Escalate throughout any event to required levels of leadership.
• Generate and Distribute an After-Action Report for every Major Incident.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• Paid time off (including holidays, parental leave, and sick leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services