Job Description

Job Description

Duration: 6-12+ Months Contract with possible extension

Job Description:

Roles & Responsibilities:

• French speaking, on-call, Major Incident Management,
• Coordinates all required activities for Critical Incidents.
• Manages, coordinates, and monitors day to day activities necessary to move forward within the Incident Management process for a given Service domain:
• Assigns resources to ensure workload balancing to meet service level commitments.
• Monitors and examines work queues for Incidents in jeopardy of missing service agreements. Escalation point to ensure timely incident resolution.
• Delivery liaison for Process Account Lead and High Priority Incident Manager.
• Manages team performance of the Incident Management process.
• Accountable for process adherence in their area of responsibility.
• Assists the team in moving an Incident through resolution.
• Monitors Service delivered by the team for all customers being served.
• Analyses the process performance and delivery metrics.

Required Skills & Experience:

• Many years of experience as Major Incident Manager
• Monitors Service delivered by the team for all customers being served.
• Bilingual- French & English
• Major incident management-lead the end to end management of P1 critical incietn, ensuring rapid resolution and effective communication on the bridge/conference call with multiple vendors and delivery teams using “whiteboard”, ensuring timely communication to leadership and client;
• Coordination and Communication – act as the central point of contact for all stakeholders including technical teams, vendors, leadership and client;
• Escalation Management – ensure appropriate escalation paths are followed to involve necessary technical and leadership teams;
• Root Cause Analysis (RCA) – drive post-incident reviews to identify root causes, lessons learned and preventive measures
• Documentation – maintain clear, accurate incident records and timelines for audit and reporting purposes
• Continuous Improvement – identify process gaps, recommend improvements to leadership and support proactive incident reduction strategies
• Adaptability – willingness to be coached, mentor and adaptable to change.

Skills:

Incident Management, Service Desk Management, Critical Incidents, Root Cause Analysis, Escalation Management

Education:

• Bachelor’s Degree or equivalent Experience

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Recruiter Details:

Name: Akib

Email: akib@ustechsolutionsinc.com

Internal Id: 25-32537

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