Sr. Major Incident Coordinator

Role: Sr. Major Incident Coordinator

Location: remote USA

Seniority Level: Senior

Project description

• End-to-end management of all major incidents throughout their lifecycle.

• Investigate and diagnose Major Incidents to restore failed Applications or Services timely.

• Coordinate with Tier II and Tier III IT Support Teams to define remediation plans and identify resources and third-party vendors. Assemble IT Support Teams and on-call resources.

• Accountable for major incident resolution for related outages or degradation of services via workaround or permanent fix within the defined SLAs.

• Investigate and diagnose Major Incidents to restore failed Applications or Services timely

• Identify, assess, and document Impact based on Critical Business Applications, Core Infrastructure Systems or Services, Provider, User, or Patient Care impact.

• Adhere to the Responsibilities defined in the Major Incident Policy, Process, and Procedures.

• Communicate appropriate updates to the key stakeholders; publish notification updates within the defined SLAs.

• Obtain child Incidents from the Requester or IT Service Desk and ensure they are related to the Major Incident record.

• Notify the IT Service Desk when Major Incidents occur.

• Maintain an effective Timeline and ensure the major incident, timeline, and all related records are thoroughly and accurately documented and up to date, including post-major incident reviews and their outcomes.

• Identify and document potential improvement opportunities to Major Incident Management policy, practice, and procedures and review them with the ITSM Support Services team leads.

• Identify and document potential improvement opportunities to the ServiceNow incident application, modules, record forms, related lists, and automated notifications and review them with the ITSM Support Services team leads.

• During the monthly Major Incident Management KPI review meetings, capture action items and associated notes and perform follow-up on the action items.

• Create/update KB articles for Major Incident Management procedural-related documentation.

Responsibilities

End-to-end management of all major incidents throughout their lifecycle.

Investigate and diagnose Major Incidents to restore failed Applications or Services timely.

Coordinate with Tier II and Tier III IT Support Teams to define remediation plans and identify resources and third-party vendors. Assemble IT Support Teams and on-call resources.

Accountable for major incident resolution for related outages or degradation of services via workaround or permanent fix within the defined SLAs.

Investigate and diagnose Major Incidents to restore failed Applications or Services timely

Identify, assess, and document Impact based on Critical Business Applications, Core Infrastructure Systems or Services, Provider, User, or Patient Care impact.

Adhere to the Responsibilities defined in the Major Incident Policy, Process, and Procedures.

Communicate appropriate updates to the key stakeholders; publish notification updates within the defined SLAs.

Obtain child Incidents from the Requester or IT Service Desk and ensure they are related to the Major Incident record.

Notify the IT Service Desk when Major Incidents occur.

Maintain an effective Timeline and ensure the major incident, timeline, and all related records are thoroughly and accurately documented and up to date, including post-major incident reviews and their outcomes.

Identify and document potential improvement opportunities to Major Incident Management policy, practice, and procedures and review them with the ITSM Support Services team leads.

Identify and document potential improvement opportunities to the ServiceNow incident application, modules, record forms, related lists, and automated notifications and review them with the ITSM Support Services team leads.

During the monthly Major Incident Management KPI review meetings, capture action items and associated notes and perform follow-up on the action items.

Create/update KB articles for Major Incident Management procedural-related documentation.