Track Lead - Critical Incident Management

Job Summary

Act as a point of escalation during prime and non-prime hours, for sensitive, high profile issues, keeping the Program Manager properly updated. Monitor the GSS queues to ensure a smooth transition of unresolved night shift problems. Provide adequate notification and follow-up to problem resolution within the problem priority and escalation guidelines. An above average performance record with regard to attendance, punctuality and working overtime. Flexibility regarding work hours. Provide efficient, courteous, and responsive 1st and 2nd Tier help desk support to all WBG staff and their representatives when required. This includes logging all incoming problems and requests.

Key Responsibilities

Monitor and maintain an effective change control process to ensure all content is relevant and compliant to procedures and standards. Reviews Reference Guides and process documents as new materials are developed. Understands and consistently performs review of tools, workflows, job aides to support new or existing practices and procedures to ensure consistency in appearance and content.

Skill Requirements

Identifies appropriate delivery methodologies based on audience learning styles, nature of content to be delivered within the context of business needs and constraints. Explores new methods for delivering content in relevant ways to include text, video, and other emerging options such as gamification Seeks feedback to ensure materials are developed as required and to identify improvement opportunities.

Other Requirements

Determines the quality and completeness of submitted knowledge Manages knowledge for a specific domain Structures knowledge for optimal use Identifies the best source for knowledge Obtains knowledge from optimal source Makes knowledge available