Job ID:22004408Purpose:
The Major Incident Coordinator is responsible for managing the recovery and communication of Major Incidents affecting Windstream’s IT environment. The goal of Major Incident Management is to expedite technical recovery for Major Incidents and to provide real time communication to the organization detailing specific recovery actions, plans, and status. The MIM Coordinator facilitates the activities of cross-functional investigative teams working to resolve service interruptions in a timely manner.
Essential Functions:
- Assessing the Major Incident impact in a timely manner; upgrades/downgrades incident severity as needed
- Coordinating technical resources to expedite recovery and minimize impact to the organization
- Providing direction on technical bridge call
- Coordinating/authorizing recovery actions and plans for Major Incident
- Executing notifications and escalations as defined in the Incident Management Process including Executive Alert notification.
- Updating and maintaining other notification channels (Support Desk IVR, Critical Notification system and ITSM Bulletins) to ensure that accurate and consistent information is being relayed
- Ensuring the appropriate level of technical or business skill is actively engaged
- Ensuring that accurate timelines of recovery plans and activities on Major Incidents are documented in applicable IT Service Management tools.
- Establishing a communication checkpoint schedule with applicable groups (IT Response teams and Business teams as needed) during Major Incidents
- Updating and maintaining work log entries for Incidents within the Major Incident process
- Staying engaged through service restoration or a viable workaround is put in place
- May participate in Change Request implementations for planned maintenance or upgrade events to page-out other technical resources or to communicate status updates
- Adheres to all established Windstream policies and guidelines
- Performs other duties and responsibilities as assigned
Skills/Requirements:
- Ability to manage multiple tasks while effectively focusing on priority issues
- Demonstrates high stress tolerance and strong time management skill
- Exercises good judgment and business acumen
- Works independently and requires little supervision
- Possesses excellent interpersonal and professional communication skills, both verbal and written
- Ability to work as a member of a team and cross-functionally within the organization
- Excellent troubleshooting and problem-solving skills
- Broad knowledge of in use business applications and systems
Training & Experience:
- Bachelor's Degree or other relevant combination of training and experience preferred
- Three to five years’ experience directly related to the position required
- At least 1 year of experience or proven ability to work in a fast-paced environment
- Experience using an ITSM system such as Cherwell, ServiceNow, Salesforce or Remedy.
- Familiarity with ITIL Foundations and ITSM best practice
