Major Incident Management - Advisor II

About the role

You will lead high-pressure Major Incidents that are (or could) impact IT services, ensuring strong command and control, accurate real-time documentation, and coordinated actions that drive safe and timely service restoration. You will partner with IT Support and Business teams throughout the incident lifecycle, with a focus on P2/P3/P4 Major Incidents.

What you'll do

• Provide strong command and control for Major Incidents, with frequent impact assessments and a focus on safe, timely client service restoration
• Ensure real-time incident documentation in MIMIC (level-set and workstream tool), including fix attempts, infrastructure details (IP addresses, device names, etc.)
• Lead efforts for P3/P4 Major Incidents and serve as the focal point for MIMIC documentation on P1/P2 Major Incidents alongside a Major Incident Management SRT associate…
• Perform thorough Post Incident Reviews (PIRs) for every Major Incident; ensure accurate and detailed incident synopses are provided by root cause owners and restoration…
• Identify opportunities/shortfalls and ensure they are documented as Problem Tasks (pTasks) for follow-up in the formal Problem Review process

What you need

• 12–22 yrs of experience
• Customer service
• MS Office
• Power BI
• ITIL
• PowerPoint
• ServiceNow
• Any graduate

Good to have

• Splunk