ITIL Incident Manager
Description
In this incident management function, manage incidents to resolution in a 24/7/365 environment using the Fannie Mae incident management processes, effectively guide incident and triage calls from a technical perspective, share technical details obtained from monitoring tools and dashboards to aid troubleshooting, outline details of resolution activities, recommend and implement improved processes, provide timely status updates to stakeholders, assist with postmortem related activities and support various efforts related to operational improvements. Manage efforts to maintain application in production, including troubleshooting stoppages, repairing bugs, documenting application performance, and coordinating with technology infrastructure management.
KEY JOB FUNCTIONS
1. Provide expert level of incident management support for response, triage and impact mitigation of technology incidents. The team is the command center for all impacting incidents. The key objective of the team is prevent, contain and limit the duration of all production incidents to reduce the impact on Fannie Mae’s business deliverables. The incident management function is to manage incidents to resolution in a 24/7/365 environment using the Fannie Mae incident management processes.
2. Lead the resolution of high priority and complex incidents. Prioritize steps for quick recovery to minimize business impact to operations. This includes using all of the available tools to find the root cause and then drive a quick resolution, either permanent or workaround, to ensure the business is back to normal operations.
3. Troubleshoot the incidents and identify root cause quickly using operations, wire data analytics, application performance management and event correlation monitoring tools.
4. Act as primary point of contact to management and stakeholders during business impacting incidents.
5. Partnering with the Correction of Errors team, drive the root cause analysis, lessons learned and implementation of enhancements for all ECC communicated incidents.
6. Collaborate with other teams to enhance proactive monitoring and observability tools and processes.
7. Provide reporting and analysis on business impacting incident trends and impacts. Understanding of incident metrics MTTR, MTTD etc.
8. Provide enhancement suggestions from those trends and present to management for prioritization and implementation. Lead the implementation of approved enhancements.
9. Ensure appropriate functional and management escalation takes place as per the standards and procedures.
10. Influence other technical teams on the calls and articulate troubleshooting steps effectively.
11. Lead required technical follow-up calls for critical incidents.
12. Provide recommendations on continuous improvement and lead the execution of the same.
13. Perform analysis of data, evaluating multiple application protocols including web, database, storage, and supporting infrastructure such as AWS, UNIX, DNS, LDAP, SSL, SMTP, and FTP.
14. Influence other technical teams on the calls and articulate troubleshooting steps effectively.
15. Lead required technical follow-up calls for critical incidents.
16. Assist with documentation of Root Cause Analysis (RCA) or Correction of Errors (COE) and data quality for all ECC communicated incidents.
17. Ensure appropriate functional and management escalation takes place as per the standards and procedures.
18. Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements.
19. Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.
20. Participate in on-call rotation. Ability to work on any shifts as needed, including weekends and night shifts.
21. Ability to report incident details and metrics to senior leadership. Communication.
