Job Description

Date:

POSTING: MIM (Major Incident Management)

We are seeking to fill several positions on our MIM Team for Incident Response. The MIM team is a specialized group that is responsible for analyzing requests for incident support and formulating an action plan by engaging with the teams necessary to investigate and resolve the incident.

YOUR ROLE DOES NOT RESOLVE this issue but helps to coordinate and communicate to stakeholders.

Position Summary:

To become a member of this prestigious team you must be a skilled and experienced individual that can focus on controlling and handling information around incidents, developing and improving incident response processes, and communications.

The MIM oversees both internal and external incident response communication throughout the incident lifecycle. The MIM will determine which communication channels will be used for the respective audiences, ensuring that the team, the organization, external stakeholders, and customers, are properly informed. This communication routinely involves updating the group through the tools used by the client and email.

As a MIM you will respond to major incidents, in our client's environment. As a primary interface to the client in crisis, you will have excellent communication and organizational skills, to support the efficient and smooth handling of incidents. The MIM will have strong skills in collaborating and supporting their peers and an ability to facilitate bridges with all teams working the incident.

The goal of the MIM is to work with the client teams and executives to minimize the impact of incidents on the business. This includes assisting with minimizing the time it takes to resolve an incident, the overall impact of an incident.

Roles & Responsibilities

· Responsible for capturing all the necessary expectations and objectives throughout the length of the incident to ensure a successful communication and resolution reporting

· Support all communications for the incidents as a primary incident handler

· Work with priority and precision to ensure smooth escalation of the incident

· Clearly compose and deliver verbal and written information for technical and non-technical audiences to convey, explain, and educate customers on technical information and product

· Maintain and develop relationships with all consulting and technical support leaders and team members

· Ability to communicate with a customer in a clear and precise manner

· Serves as a liaison between the teams involved and management for the incident

· If an incident is considered critical, the executive teams need to stay updated on information that may impact the business, rather than as purely a technical entity.

· Assembles and leads the resources necessary to achieve the resolution of Major Incidents

· Assesses the impact and urgency of incidents through collaboration with the team, Service Desk, and/or Incident Managers

· Develops and delivers Incident communication of Major Incidents to specific teams and leadership (based on required content and frequency as determined)

· Facilitates Technical and Business bridge calls

Skills and Experience Required:

• Diploma in IT from recognized college or university or equivalent is strongly desirable

• Minimum 1+ years of experience across various ITIL Process/discipline with the IT Industry

• Minimum 1+ years of experience in Major Incident Management Process

• Minimum 1-2 years'experience in an IT helpdesk role

• Technical computer knowledge & troubleshooting skills is a must

• Technical background – enough to understand the issues to provide details for the incident ticket as being created with an understanding of the environment

• An understanding of troubleshooting, reasoning, and problem-solving skills

• Excellent communications skills (active listening, written, oral)

• Client facing communication (report issues to customer in a timely manner, demonstrate expertise of the overall business need)

• An ability to thrive in a high-pressure environment and meet tight deadlines

• Proven ability to work cooperatively within a team as well as take responsibility for own work

• Customer service mindset

• Demonstrates patience and understanding

• A positive and constructive minded team player

• Ability to work autonomously as a positive and constructive minded team player

· Demonstrated professional experience in a fast paced, customer service-oriented role

Mandatory Key Skills required:

· Multitask… Must have the ability to multi-task and stay focused while working under pressure

· An eye for detail… (ensure processes and policies are being adhered to and standards are being met for the incidents you are assigned)

· Be calm under pressure… (you are on the front line during major service issues, so need a cool head and the ability to make others feel at ease. As well as keeping calm, need to think fast)

· A methodical mind... (need to use systematic methodology to evaluate, design and implement process and need to make recommendations based on process and guidelines provided. Understand if process is not being followed and spot potential issues blocking the team ability to move forward, escalate or resolve))

· A good communicator... (keeping people informed is crucial, but particularly during a crisis. In this role you must be good communicator and be able to translate messages and information to people at all levels. Should be empathic, and able to take negative feedback without being defensive)

· Needs to possess strong communication and time management skills. You should also be able to apply organizational, critical thinking and oral and written communication skills

All training for this position and each step in the support for the MIM desk will be provided.

Job Type: Full-time

Salary: $25.00-$30.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Night shift

Education:

• Secondary School (preferred)

Experience:

• Help desk: 1 year (preferred)
• Incident management: 1 year (preferred)

Licence/Certification:

• CompTIA A+ (preferred)
• CompTIA Server+ (preferred)
• CompTIA Network+ (preferred)

Work Location: Remote

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