Program Manager Major Incident

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The Major Incident Manager is responsible for ensuring that Major Incidents with potential or actual impact to patient care or major businesses SLAs are dealt with effectively, with minimum disruption to the production environments. The Major Incident Manager will also be expected to support other Service Management processes, particularly Change Management, Problem Management and Service Design and Transition.

Essential Job Functions

Being the primary point of escalation for all P1 / P2 incidents

Assessing the impact or potential impact of Incidents and assign priority in accordance with the SLA incident management criteria

Ensuring that the appropriate resources are working on the resolution of major incidents and the effort is aligned to the priority

Ownership and coordination of major incident conference bridges

Continually reviewing the impact and reassessing whether the priority of an incident needs to be changed or further escalation is required

Ensuring communications are sent at regular intervals and within expected timeframes

Any actions taken to resolve incidents are aligned to the change management process and where required, business approvals

Recording a detailed incident timeline for use as part of the Major Incident Review (MIR)

Identifying areas requiring improvement (Process, tool, or cultural) and driving outputs through the MIR process

Working with other Solution Support and wider ITS functions, to protect live service through effective Service Design and Transition

Work within a pool of Service Partners to provide 24 x 7 Incident Management response and escalation for I&T wide Incidents, adhering to the SLA Incident Management process

Working with the Change Management process, helping assess the risk of planned changes based on potential impact to live service

Working with the Problem Management process, feeding in potential service risks, repeat incidents, and ensuring there is on going alignment between Major Incident and Problem Management processes

Provide governance and support to ensure adoption of and adherence to Incident management processes across SLA ITS-wide teams and 3rd parties vendors

Minimum Qualifications

5 years of experience manager major incidents requiring the coordination of multiple teams

An understanding and experience of various technologies (i.e. one or more of, Windows, storage, networking, databases, IT security, market data or trading application support); Strong background in IT / Operational service management; Strong Customer Service; Strong interpersonal and communication skills; Ability to engage and influence at all levels; Strong collaboration skills

Motivated individual who continues professional development and maintains knowledge of ITSM and customer service industry trends; Familiarity building out dashboards and / or metricsAbility to respond quickly to problems and changes

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.