Incident Commander

We are seeking an Incident Commander located in Atlanta, GA (contract/hybrid) opportunity. The Incident Commander's (IC) primary responsibility is actively managing the Technology Support Teams to address unplanned outages or service interruptions. Identify and drive an expedited incident resolution to minimize the impact of IT services and business operations. Ensures the right resources are working on resolving incidents appropriate to the severity, identifying when escalation is required, and triggering such escalation accordingly. Provides timely impact information and solution recommendations and assists in coordinating additional Technical Support Teams or their SMEs to be engaged in the outage as needed.

Job Family Responsibilities

• Assumes ownership and accountability for rapid incident resolution from the technical support teams.
• Is the decision maker on the outage solution fix, implementation change, and closing or downgrading of the incident.
• Manages the incident impact/diagnosis, solution definition, and all delivery aspects of incident resolution.
• Raises escalation requests with Senior Management or 3rd Party Vendors
• Leads technical and business discussions on incident resolution.
• Log, categorize, prioritize, allocate, track, and escalate incidents to Corporate Systems leadership and to the EOC (Enterprise Operations Center)
• Assists with developing and updating Operations and Incident Management runbooks, processes, and procedures.
• Assist with managing the Post-Incident Review process, including analysis of the incident and identification of root causes, as well as recommendations for process and system improvements to prevent similar incidents.
• Assist with compiling Monthly Metrics Reports concerning the supported systems' uptime, health, and stability.
• Learn essential application and business processes (i.e., order management, payments, long-running jobs, etc.)
• Participate in enterprise monitoring initiatives.
• Perform other duties and projects as assigned.
• Willing to work in 24X7X365 shift on-call operations rotation.
• Champion best practices

Key Responsibilities

• Quickly assessing the severity of service impacts regarding enterprise business impact.
• Facilitate major incident bridge calls to ensure all appropriate groups are working on restoring service promptly.
• Notify, escalate, and communicate to senior management and impacted stakeholders the existence of service impacts, as necessary.
• Scheduled shift plus rotating on-call requirement to maintain 24x7x365 coverage.
• Timely and accurately completing problem & outage records, including a timeline of events and other required data fields.

Professional Technology Skills - Ability to:

Ability to multi-task, effective Team leadership experience, effective meeting presence, effective decision maker, ability to stay calm under fire/duress.

Key Responsibilities

Experienced in the IM Process and has relevant Technology or Product domain knowledge relating to the outage incident.

• 5 -8 years of working experience in performing service management activities
  Working experience in specific service management domain
• Bachelor's degree in Computer Science degree or related field or equivalent combination of industry related professional experience and education

Job Family Functional Skills

Knowledge, Experience & Qualifications

Essential

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