*NEED: Sr. Critical Incident Manager*
Location : Houston, TX
Duration: 6 months
*Primary Skills : Sr. Critical Incident Manager ,
Critical Incident/Emergency Management and Business continuity initiatives,
create and maintain Incident Management Process create and track metrics on
incident management while producing metrics, trending and reporting.*
v The purpose of Critical Incident Manager Onsite is to understand the
client work culture, criticality of the business, establish and ensure
Business Continuity and manage processes to restore normal service
operation as quickly as possible and minimize the adverse impact on
business operations, ensuring that agreed levels of service quality are
v Working closely with the client to be updated on new changes happening
in the business and parallel continual Service Improvements. Also supports
Critical Incident/Emergency Management and Business continuity initiatives.
v *Incident Manager works independently to coordinate, facilitate, and
lead the restoration of service for major and non-major Incidents.
Responsible for resolution of operating issues and major outages, including
failures and service level degradation.*
v *To keep business stake holders and the other workgroups updated and
assists in the preparation and distribute incident notifications as well as
end of impact, incident summaries and root cause analysis documentation.
Works with other teams to create and maintain Incident Management Process.*
v Works with team to create and track metrics on incident management while
producing metrics, trending and reporting.
v The Incident Manager provides leadership, guidance & service support
during events/incidents. The Incident Manager will be forming, leading,
directing, coordinating support teams and debriefing senior management
following predefined policies, procedures, status updates and post incident
v The Incident Manager must be autonomous and requires keeping a little
supervision especially when handling incidents.
v The Incident manager must also be able to direct a cross functional team
to expedite the restoration of services.
v Incident Manager ensures that standardized methods and procedures are
used for efficient and prompt response, analysis, documentation, ongoing
management and reporting of incidents.
v Coordinates and leads service restoration process across multiple
business and IT functions and oversees the Incident management process.
v Develops and maintains the Incident management process including
documenting process and procedures.
v Assists the IT Operations Support team to write, validate and distribute
any required communication to executive leadership, IT management,
customers and lines of business.
v Interfaces with Internal and external clients as well as vendors on an
as needed basis to discuss problem assessment and to facilitate the
coordination of client and vendor resources to resolve the problem and
minimize the impact.
v Monitors the effectiveness of the Incident Management process and makes
recommendations for on-going improvements. Drives the efficiency and
effectiveness of the Incident Management process.
Thanks & Regards,
Agile Enterprise Solutions Inc
Phone: 630-242-8896 EXT: 317 !! Fax: 630-206-2397
E-mail: raghavendra_gad...@aesinc.us.com !! www.aesinc.us.com
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