Major Incident Manager
Company: Disability Solutions
Location: Cincinnati
Posted on: May 3, 2024
Job Description:
Position Type : Full time Type Of Hire : Experienced (relevant
combo of work and education) Education Desired : Bachelor of
Commerce/BusinessJob DescriptionAre you ready to unleash your full
potential?-- We're looking for people who are passionate about
payments to chart Worldpay's path to being the largest and
most-loved payments company in the world.About the teamOur group is
adding a team of Major Incident Managers to our Global Command
Center.-- This is a chance to build and shape a rebuilding
organization to coordinate and assist our technical teams to
resolve incidents. This is a flexible shift role with a rotational
on call expectation.-- The team operates as a 24x7x365 global
teams.--What you will be doingAs a Major Incident Manager, you will
be responsible for overseeing the response and resolution of major
incidents that have a significant impact on business operations and
services. You will lead a multidisciplinary team, coordinate
response efforts, and ensure effective communication with
stakeholders to minimize disruption and restore services in a
timely manner.Your day-to day responsibilities will include:
- Incident Management Leadership: Lead the Major Incident
Management (MIM) process, ensuring that major incidents are
identified, prioritized, and managed effectively according to
established policies and procedures.
- Incident Coordination: Serve as the central point of contact
for all major incidents, coordinating the activities of technical
teams, subject matter experts, and stakeholders involved in the
incident response process.
- Incident Triage and Assessment: Quickly assess the severity and
impact of major incidents, gathering relevant information to
understand the scope, root cause, and potential consequences on
business operations and services.
- Escalation Management: Initiate and manage escalations as
necessary, ensuring that appropriate resources are allocated, and
senior leadership is informed of the incident status, impact, and
resolution progress.
- Communication Management: Facilitate clear and timely
communication with stakeholders throughout the incident lifecycle,
providing regular updates on incident status, progress, and
resolution timelines. Maintain transparency and manage stakeholder
expectations effectively.
- Incident Resolution Coordination: Coordinate the activities of
technical teams and support functions involved in incident
resolution, including troubleshooting, root cause analysis, and
implementing workarounds or permanent fixes.
- Post-Incident Review: Facilitate post-incident reviews (PIRs)
to analyze the causes and response to major incidents, identify
areas for improvement, and implement corrective actions to prevent
recurrence.
- Documentation and Reporting: Ensure thorough documentation of
major incidents, including incident logs, timelines, actions taken,
and lessons learned. Generate incident reports and provide insights
to leadership to support decision-making and continuous improvement
efforts.
- Stakeholder Management: Build and maintain positive
relationships with key stakeholders, including business leaders, IT
teams, vendors, and customers. Collaborate effectively to
prioritize and address business-critical issues during major
incidents.
- Continuous Improvement: Drive ongoing improvements to the Major
Incident Management process, tools, and capabilities based on
industry best practices, lessons learned, and feedback from
incident stakeholders.What you bring:Key attributes the ideal
candidate will possess.
- Bachelor's degree in information technology, computer science,
or related field.
- 5 years of experience in IT service management, with 3 years of
experience specifically in incident management.
- Strong understanding of ITIL framework, particularly incident
management processes and practices.
- Excellent leadership and communication skills, with the ability
to lead cross-functional teams and facilitate collaboration during
high-pressure situations.
- Proven experience in managing major incidents in a fast-paced,
complex IT environment, with a focus on minimizing impact and
restoring services efficiently.
- Analytical mindset with strong problem-solving skills and
attention to detail.
- Relevant certifications such as ITIL Foundation, ITIL
Practitioner, or ITIL Expert are preferred.
- Experience with incident management tools such as ServiceNow,
xMatters, Everbridge, or Jira is desirable.Added bonus if you have:
- You are a seasoned, experienced professional with a full
understanding of IT application and system concepts. Creatively
resolving a wide range of problems from technical to
operational.
- You regularly contribute to > 2 projects and business
services annually.
- You have work on problems of diverse scope where analysis of
data requires evaluation of identifiable factors.
- You normally receive little instruction on work assignments.
You regularly work both independently and collaboratively within
the development and business organizations.What we offer you
- A competitive salary and benefits
- A variety of career development tools, resources and
opportunities
- The chance to work on some of the most challenging, relevant
issues in the payment industry
- Time to support charities and give back in your
community#LI-MQ1--Privacy StatementFIS is committed to protecting
the privacy and security of all personal information that we
process in order to provide services to our clients. For specific
information on how FIS protects personal information online, please
see the Online Privacy Notice.EEOC StatementFIS is an equal
opportunity employer. We evaluate qualified applicants without
regard to race, color, religion, sex, sexual orientation, gender
identity, marital status, genetic information, national origin,
disability, veteran status, and other protected characteristics.
The EEO is the Law poster is available here supplement document
available hereFor positions located in the US, the following
conditions apply. If you are made a conditional offer of
employment, you will be required to undergo a drug test. ADA
Disclaimer: In developing this job description care was taken to
include all competencies needed to successfully perform in this
position. However, for Americans with Disabilities Act (ADA)
purposes, the essential functions of the job may or may not have
been described for purposes of ADA reasonable accommodation. All
reasonable accommodation requests will be reviewed and evaluated on
a case-by-case basis.Sourcing ModelRecruitment at FIS works
primarily on a direct sourcing model; a relatively small portion of
our hiring is through recruitment agencies. FIS does not accept
resumes from recruitment agencies which are not on the preferred
supplier list and is not responsible for any related fees for
resumes submitted to job postings, our employees, or any other part
of our company.#pridepass
Keywords: Disability Solutions, Covington , Major Incident Manager, Executive , Cincinnati, Kentucky
Didn't find what you're looking for? Search again!
Loading more jobs...