Incident Management Consultant, ECC - Remote
About The Position
The Incident Management Consultant within the Enterprise Command Center (ECC) handles complex major incident detection/situations and provides guidance/coaching to other team members. They possess a fundamental knowledge of priority applications and can tie multiple application incidents together if applicable. These positions are available with four different shift patterns, including: Role 1: Monday Tuesday Wednesday and Thursday 2:30PM-12:30AM CT, Role 2: Fri - Sunday 10:30am - 11:30pm CT, Role 3: Monday, Tuesday, Wednesday, Thursday, Friday 6am – 2pm CT. There are multiple positions available.
Requirements
- Minimum 2 years of experience handling major incidents to resolution
- Strong facilitation skills with the ability to take control of major incident calls and keeping the teams focused on resolution
- Solid experience with MS Office Tools (Word, Excel, Outlook, OneNote, CoPilot, Teams, etc)
- Strong Artificial Intelligence (AI) and automation experience
- Experience collaborating and communicating across multiple areas
- Excellent Communication Skills including listening, communicating via large conference calls, phone & IM, retaining and relaying information
- Demonstrate experience handling/participating in major incident calls
- Strong problem solving and deductive reasoning skill
- Expertise in leading major incident calls and drive teams to remain focused on resolution
- Extreme attention to detail with a high level of oral and written communication
- Strong sense of accountability with a demonstrated willingness to take ownership of tasks, projects, and outcomes
Nice To Haves
- 1+ year of experience with ServiceNow or similar tool within an enterprise setting.
- Incident Command System (ICS), Incident Investigations, Incident Management, Incident Reporting via ServiceNow and Power BI, Incident Resolution, Incident Response, Incident Response Operations, Incident Tracking Software, Intrusion Detection and Rapid Response
- Reporting Skills using ServiceNow, Power BI
Responsibilities
- Run various diagnostics to determine validity of errors received
- Handle incident detection/situations and provide guidance/coaching to other analysts when required
- Operate as a resource for all incident detection in the ECC
- Lead all types of rapid response calls and outages and drive calls to closure
- Document all dialog during a Rapid Response call
- Provide guidance to team members regarding document, interdependencies, and application details
- Effectively lead and communicate during Rapid Response calls
- Utilize Instant Messaging, Email, and conferencing software to manage Rapid Response calls
- Communicate regularly with all levels of leadership
- Own/contribute to various different internal Project initiatives
Benefits
- monthly connectivity reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
