Major Incident Manager / Problem Manager

What success looks like in this role:

• Provides higher level support for MIM or senior level service coordination within an assigned client base as described below.

Major Incident Management

• Serves as the primary contact for inquiries and concerns related to MIM process for simple and moderately complex clients.
• Leads quality assurance initiatives and drives major incident process improvements.
• Provides training sessions to elevate the skills and proficiencies of the entire team.
• Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment.
• Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution.


Service Coordination / Management

• Performs routine service management duties, including:
 o Monitoring Changes for completeness for internal support,
 o Performing post implementation reviews,
 o Reviewing a...