· 3+ years of experience as a Major Incident Manager
· Review proposed Major Incidents and access validity based on business impact
· Facilitate troubleshooting on bridge calls to drive issues to resolution
· Document activities and discussions around major incidents
· Communicate throughout any event to required levels of leadership
· Generate and Distribute an after-action report (RCA) for every Major Incident
· Recommend corrective actions to the Problem process for postmortem discussion
· Review and correct SOP(s)/ Documentation as requested
· Contractor shall facilitate a Daily Operations call reviewing previous major incidents and reviewing upcoming changes
· Contractor shall consolidate and provide daily reports reviewing incidents, changes and problems within the environment
· Contractor shall assist in the problem management activities and process as needed, including but not limited
· Act as scribe during regular Problem review meetings
· Recommend corrective actions based on Major Incident events
· Ensure Problem management resources receive all pertinent information regarding problems or Root Cause Analysis
· Flexible to work in any shift
· Good communication skills to interact with both customer and end users