Administrator - Critical Incident Management

Job Summary

Major Incident Manager with proven expertise in managing high‑priority incidents, coordinating technical teams, and ensuring timely communication to stakeholders while driving rapid service recovery .

Key Responsibilities

Ability to facilitate and manage Major Incident resolution.\r\n• Ability to coordinate and facilitate a Service Restoration Team (resolution resources).\r\n• Ability to engage any internal or external resources needed to troubleshoot, communicate and/or make decisions to quickly restore service and resolve a Major Incident.\r\n• Possess a true “Sense of Urgency” to facilitate prompt Incident resolution.\r\n• Possess strong customer focus and service orientation.\r\n• Possess effective communication skills to provide concise Incident impact summary and status information to line of business stakeholders, technical resources, others, and field any questions posed.\r\n• Provides internal and external communications at defined intervals, throughout the Major Incident lifecycle.\r\n• Maintains a record of events throughout the Major Incident.\r\n• Requests Service Desk Front End Message activation/de-activation, when required.\r\n• Approves Emergency Change Requests needed for Major Incident resolution.\r\n• Adheres to all process timelines.\r\n• Creates Problem record upon Major Incident resolution.\r\n• Creates and distributes Major Incident Summary reports to Management.\r\n• Addresses non-Major Incident escalations and ensures those Incidents are routed to the applicable resolution resource.\r\n• Attends all applicable daily/weekly review meetings.\r\n• Generates requested Incident reporting as needed.\r\n• Able to perform shift work and participate in on-call rotations.\r\n• Familiarity with Service Now or similar enterprise ITSM systems.

Skill Requirements

Incident Management & ITIL Knowledge\r\n Ability to lead during high‑pressure situations\r\n Communicate clearly with technical teams, management, and Director\r\n Service Now Ticket management knowledge\r\n Excellent verbal and written communication skills\r\n Ensuring the right teams are engaged at the right time

Other Requirements

ITIL Certified