Principal Critical Incident Specialist
GroupA
 Miramar, FL

Principal Critical Incident Specialist

The Principal Critical Incident Specialist responsibility spans all production IT technology hardware, software and/or services. The role is accountable for driving the critical incident management process for major incidents from declaration to service availability.

Responsibilities:

  • Drive response operations for complex and highly visible technology incidents with a goal of rapidly returning systems and functions to service availability
  • Handle root cause analysis and problem resolution.
  • Hold accountability for maximizing uptime by detecting and responding to critical incidents quickly, coordinating the restoration of the system and ensure preventive actions are implemented to prevent reoccurrence
  • Strategy (30%): Establish and maintain a critical incident management process ensuring integration into the current service management tool
  • Look for opportunities to continually drive efficiencies within team
  • Execution (50%): Quickly determine appropriate support teams to engage to ensure proper resolution
  • Drive critical response operations and assemble teams to quickly restore service
  • Maintain a root cause analysis template
  • Building Capabilities (20%): Monitor for critical incidents (24x7) and engage appropriate support to remediate incident

Requirements:

  • Experience with formal debriefing after critical incidents turning lessons learned into opportunities for improvement
  • Experience educating key resources on ITIL framework, specifically around incident and problem management
  • Proven ability to develop reporting metrics and report against those metrics for critical incidents
  • Experience reporting and remediating incidents
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