Major Incident Management Team Lead

Major Incident Management Team Lead

RESPONSIBILITIES

• Solving highly complex, intricate technical issues in order to maintain optimal service levels, working on many incidents and/or projects at the same time.
• Be excellent in the technical and operational aspects of one or more IT disciplines.
• Be consulted as a subject-matter expert in the fields of technology and technical operations.
• Serves as a point of escalation in complex, important cases and manages and guide the efforts of more junior staff during sensitive pressure situations.
• Make use of tools to ensure that sufficient thresholds and infrastructure/application information are represented and set appropriately.
• Analyze major service interruptions and service interruption resolutions to ensure future infrastructure and data stability.
• Leverages experience and knowledge to proactively engage in root-cause analysis and preventative projects.
• Consider and accept documents, diagrams, configurations, and resources, and support departmental documentation and internal knowledge bases.
• Provides technical expertise in cross-functional and intra-departmental efforts.
• Possibly join in prototype and quality assurance activities throughout IT, product management
• Manages critical incident turnover with geographically dispersed teams.

REQUIREMENTS

• Having more than 3 years of relevant experience or equivalent combination of education and work experience
• Having a university degree in IT Discipline or equivalent in years of progressive experience in enterprise level IT environments
• Experience managing medium to large teams (10-30 people) is advantageous.
• Strong understanding of IT technical background across multiple disciplines
• Having experience Project management/incident management & response is a plus.
• Excellent command, negotiation, troubleshooting, influencing, and relationship management skills.
• Ability to summarize complex technical incidents into an executive-level summary in real-time.
• Ability to work multi-threaded within extremely tight time constraints.
• Excellent ability to manage multiple high-priority initiatives/competing priorities, as well as adaptability to changing requirements, schedules, and priorities.

MUST-HAVE REQUIREMENTS

• Infrastructure background experience
• Excellent communication skills oral and written.
• Ability to take excellent notes.
• Command skills Infrastructure background
• Good experience managing small teams (5-10 people) required.