Major Incident Manager

Role: Major Incident Manager Location: Wilmington, DE (On-site) Note: Work shift timings will be determined by the customer based on their operational requirements. Shift time: Fridays, Saturdays and Sundays 06:40pm - 08:00am ET Mondays through Thursdays 11:00pm - 09:00am ET Work from office days : Fridays and Sundays Job Description: (Must haves) • Must carry a minimum of 5+ years of experience as Major Incident Manager. • Review proposed major incidents and access validity based on business impact. • Facilitate troubleshooting bridge calls to drive issues to resolution. • Document activities and discussion 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. (Good to haves) • Recommend Corrective actions to the Problem process for postmortem discussion. • Ensure sure SOP(s) are up to date. • Contractor shall facilitate a Daily Operations Call reviewing previous major incidents and reviewing upcoming changes. • Contractor shall consolidate and provide daily reports reviewing incidents, changes and problems within the environment. • Contractor shall assist in the problem management activities and process as needed, including but not limited to the following. • 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. • Good communication skills to interact with both customer and end user over phone and through email. "*** is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at

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