Major Incident Management (MIM) Analyst

Conduent Commercial Solutions, LLC•Sandy, UT

1d•Onsite

About The Position

Major Incident Management (MIM) is a critical role in IT Service Management (ITSM), especially in organizations that rely heavily on technology. The primary goal of MIM is to quickly restore normal service operations when a major incident occurs and to minimize the impact on business operations. The Major Incident Manager is responsible for managing high-impact IT incidents from initiation through resolution. They coordinate response efforts across teams, ensure effective communication with stakeholders and drive the incident to closure.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
2+ years of experience in IT operations, service management or technical support
Strong understanding of incident management and ITIL practices.
Strong understanding of incident, problem, and change management processes
Good understanding of enterprise technologies in a multi-tiered environment
Ability to manage multiple priorities and make quick, data-driven decisions under pressure.
Effective communicator at all organizational levels
Excellent communication, coordination, and problem-solving skills.
Strong analytical skills and attention to detail.
Familiarity with major incident escalation protocols and technical troubleshooting

Responsibilities

Lead the response to major incidents, ensuring timely resolution
Facilitate bridge through engagement of technical teams, vendors, and third parties as needed
Drive incident to facilitate issue resolution by leading technical troubleshooting through the use of historical evidence and documentation
Lead and engage resources to effectively identify troubleshooting and remediation paths to minimize downtime
Escalating according to standard procedures and according to degradation and reported impact relative to current progress to remediate outage
Provide clear, accurate and timely updates to stakeholders, including executives during the incident’s lifecycle
Communicating limitations and roadblocks to internal stakeholders to facilitate effective decision making
Gain understanding between involved parties to ascertain impact and relay information to engage appropriate resources to effectively troubleshoot
Providing accurate and detailed documentation for incident records, including timelines, technical updates, impact analysis, and resolution steps.
Produce post-incident reports that facilitate Root Cause Analysis (RCA).
Ensure accurate, reliable and actionable documentation is created on every interaction
Identify trends and recurring issues and report to leadership
Propose and implement improvements to the Major Incident process
Ensure adherence to SLAs and internal governance policies.