Command Center Situation Manager in Alpharetta, GA at HUNTER Technical Resources

Date Posted: 1/25/2020

Job Snapshot

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Job Description

Job Description:

As Technical Duty Officer / Senior Incident Manager, you will be responsible for handling all customer impacting incidents involving the services provided by our client. The team’ s main responsibility is to analyze and resolve incidents that arise in our environments ensuring the impact to our customers are minimized. Dedicated responsibilities include the building of Incident Trend and Analysis to identify vulnerabilities, change review to minimize customer impacts, and involvement in operational readiness procedures. You and the team will also responsible for maintaining the Incident Communications processes to ensure on-time and accurate notifications are being sent to internal partners and external customers.

  • Ensure all the necessary IT technical business partners are on the technical bridge, and lead technical triage bridge lines to fast restoral of customer impacting incidents; demonstrating technical knowledge and leadership ability to direct technical teams to the root cause and resolution in a timely fashion
  • Drive Mean Time To Restore (MTTR) improvements, and define and ensure the collection and tracking of knowledge articles to minimize MTTR, as well as, effectively track and reduce repeat issues
  • Create and deliver both verbal and written communications associated with customer-impacting incidents, providing end-to-end internal and external incident communications
  • Coordinate Technology Operations Center (TOC) activities across the enterprise, and lead trending and analysis activities as it relates to production availability and customer experience
  • Assess business impact and urgency, declare major incident and trigger business continuity procedures or disaster recovery as applicable
  • Lead post-mortem problem meetings and driving root cause identification and actionable/well defined corrective/preventative action plans
  • Participate in problem management meetings with focus on recent major incidents, Root Cause Analysis, incident trending, and operational issues; and ensure key data is gathered during all customer impacting issues and provided to the Problem Management Team when needed
  • Communicate directly with senior-level business leaders, and collaborate with Alliances, Customers, and Change Managers to review change requests within our environment to assist with decisioning and scheduling in order to minimize impact to customers
  • Collaborate with Operational Readiness teams to ensure new applications and services have met the Technology Operations Center requirements prior to rolling out to production
  • Drive a high standards and expectations across the TOC and Alliances as it relates to production availability
  • Lead efforts to drive automation/innovation improvements that positively improve the customer experience, utilizing tools to dedicatedly identify operational issues and trends
  • Ensure proper documentation/runbooks exist within the Service Desk to facilitate timely escalation to IT and Alliances, to ensure timely service and support engagement (cross-tower, external, etc.)
  • Participate on a 24x7x365 schedule to ensure follow the sun support
  • Provide assistance to the TOC L1/L2 ensuring all alerts are being handled in a timely manner, and deliver training and assistance to TDOs in other countries/regions, providing technical and process guidance support for Incident response Teams