Critical Incident Coordinator
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About The Position
The position at BlueCross BlueShield of South Carolina involves overseeing high severity incidents and managing all Incident Management processes within the Information Technology division. This role is critical as it ensures that all high impact and critical incidents are resolved swiftly and efficiently. The individual in this position will be responsible for facilitating and recapping multiple meetings each day, orchestrating taskforces, and collaborating across various client organizations. They will maintain comprehensive documentation, create manuals or Standard Operating Procedures (SOPs), and identify both positive and negative trends to leverage or mitigate them effectively. The team provides elevated support for outages 24/7, and this position is expected to work closely with management to ensure a suitable work/life balance for the team as a whole. The role requires a security clearance, which necessitates U.S. citizenship. The individual will administer and oversee the high severity incident process, ensuring that all escalated incidents are brought to resolution promptly. They will identify progress, assign ownership, and continuously monitor the situation to ensure forward movement. Open communication is essential, as the individual will coordinate and deliver instructions to all levels involved in the incident, including the Chief Information Officer (CIO). Upon notification of a high severity incident, the individual will communicate the status to all parties involved, coordinate support from various IT teams, prioritize necessary actions, and ensure that all parties remain focused on their tasks. Additionally, they will facilitate meetings and track all activities impacting the resolution of the incident, while also providing executive status summaries to IT Senior Management and the CIO. As a member of the Incident Management team, the individual will assist in creating and implementing process improvements, clarifications, strategic efforts, and action plans related to critical business processes and customer requirements. They will also participate in process evaluations resulting from new business implementations, large system changes, and other IT services that impact the incident management process.
