Sr. Major Incident Coordinator

End-to-end management of all major incidents throughout their lifecycle.

Investigate and diagnose Major Incidents to restore failed Applications or Services timely.

Coordinate with Tier II and Tier III IT Support Teams to define remediation plans and identify resources and third-party vendors. Assemble IT Support Teams and on-call resources.

Accountable for major incident resolution for related outages or degradation of services via workaround or permanent fix within the defined SLAs.

Investigate and diagnose Major Incidents to restore failed Applications or Services timely

Identify, assess, and document Impact based on Critical Business Applications, Core Infrastructure Systems or Services, Provider, User, or Patient Care impact.

Adhere to the Responsibilities defined in the Major Incident Policy, Process, and Procedures.

Communicate appropriate updates to the key stakeholders; publish notification updates within the defined SLAs.

Obtain child Incidents from the Requester or IT Service Desk and ensure they are related to the Major Incident record.

Notify the IT Service Desk when Major Incidents occur.

Maintain an effective Timeline and ensure the major incident, timeline, and all related records are thoroughly and accurately documented and up to date, including post-major incident reviews and their outcomes.

Identify and document potential improvement opportunities to Major Incident Management policy, practice, and procedures and review them with the ITSM Support Services team leads.

Identify and document potential improvement opportunities to the ServiceNow incident application, modules, record forms, related lists, and automated notifications and review them with the ITSM Support Services team leads.

During the monthly Major Incident Management KPI review meetings, capture action items and associated notes and perform follow-up on the action items.

Create/update KB articles for Major Incident Management procedural-related documentation.

Problem-solving skills and demonstrate the ability to handle difficult or unexpected situations. Including the ability to define the problem, generate alternate solutions or workarounds, and evaluate and document the service improvement plans.

Excellent verbal and written communication skills.

Exhibit strong interpersonal skills and foster team and cross-functional collaboration with other teams to resolve major incidents quickly and effectively.

Demonstrate strong verbal and written communication capability to clearly and accurately communicate audience-appropriate technical issues and related activities to IT, the business, and end-users.

Demonstrate a competent ability to provide immediate support in a demanding role, commanding and controlling major incident activities, maintaining a calm demeanor with focused engagement.

Detailed-oriented, organized, and able to prioritize work in a fast-paced, reactive role.

ITIL4 Certified with skilled knowledge of the Incident Management Practice Guide

Skilled experience with the ServiceNow cloud computing platform for IT Service Management.

Experience with the PagerDuty cloud computing SaaS incident response platform.

Minimum 5 years of experience coordinating and driving Major Incident restoration activities.