Manager Critical Incidents

Job Description

The Critical Incident Manager works as a member of the Operations Service Delivery team within Epiq s Electronic Discovery business unit. In this role, the Critical Incident Manager has three primary functions:

• Leading Critical Incident Bridges and driving teams to resolve issues as quickly as possible and escalating to the correct teams and leaders as required
• Providing business focused updates hourly to include technical details and internal/external Client impact in clear and simple terms
• Create Post Incident Reports with Direct Cause, Root Cause and timelines clearly documented

Essential Job Responsibilities

• The Critical Incident Manager is responsible for the following:
• Coordinate business priorities with IT/Infrastructure teams during Critical Incidents and Events to restore normal service operations as quickly as possible and to minimize the impact to our Clients and internal teams
• Point of contact for all Major Incidents and manage technical conference bridge
• Ensures clear communication is provided to affected teams and senior leadership during Critical Incident or Events; Formulate concise, clear and accurate alerts and notifications to management
• Manages and track Incidents or Events to resolution and ensure a clean handoff to appropriate teams or groups
• Detect and record incidents and prioritize based on impact and urgency
• Standardize global critical event notification, escalation, process and procedures
• Facilitate others functioning as Incident Managers or critical task owners to resolve business challenges across multiple teams
• Work with Technical Support Managers to assign or designate someone to follow-up on unresolved Incidents to appropriate Tier 2/3 Support Group
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Identify potential problems and/or increasing trend of repetitive Incidents
• Document troubleshooting steps and service restoration details

Requirements for the role includeTo perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• At least three years experience working in one of the following disciplines is required: Leading Critical IT Incidents or Events, Leading Disaster Recovery efforts, Technical Project Management, Testing Management, Implementation Management or Design Review
• At least three years experience working in an IT, Technical, Critical Incident or Service Delivery role that is production-based, deadline driven and outcome oriented
• Strong communication and collaboration skills, situational awareness and organizational agility
• Ability to influence others outside of direct management structure
• Strong project management experience while working under tight deadlines in a fast-paced environment
• Must have a demonstrable ability to effectively lead and manage critical incidents or events and drive to problem resolution
• Must be able to facilitate in a collaborative manner solutions across departments and teams
• Must be able to anticipate and prevent problems while managing incidents to resolution
• Must be self-directed and foster initiative in others
• Must be able to translate larger business goals into actionable items for other teams
• Consistently displays managerial courage
• Must be responsive to business needs in a 24x7x365 environment

Education & Experience

• Bachelor s degree in Computer Science, Business Management or a closely related field of study or an equivalent combination of education and experience
• Industry standard best practices knowledge for Critical Incidents, Disaster Recovery, Managed Services or Technology Service Delivery or similar experience

Preferred Requirements/Certifications

• Experience in eDiscovery and litigation support industry is a plus but not required
• Hands-on experience with databases, search logic and a foundational understanding of database file structure is a plus
• Experience working across organization boundaries and multiple shifts and locations is a plus

Leadership Competencies

• Coaching for Results - Provides timely guidance and feedback to help others strengthen specific knowledge and/or skill areas necessary to accomplish specific objectives or tasks; helps to clarify the situation and expected behaviors; provides instruction and opportunities for observation; provides on-going feedback and reinforcement
• Managing Performance - Ensures that associates have clear goals and objectives, expectations and measures of success for projects and tasks; clearly assigns or delegates responsibility for tasks and assignments; monitors the process of work as well as progress toward completion and final results; provides specific performance feedback, both positive and corrective, as soon as possible after event
• Developing Others - Provides support and direction towards the development of individuals knowledge and skills to effectively facilitate their accomplishment of both current and future job responsibilities; partners with individuals on identifying and setting development goals; helps to identify development opportunities as part of the plan; provides continuous feedback on performance and progress and assists in the adjustment of development plans; ensures management team adheres to business defined talent management practices and procedures
• Fosters Teamwork - provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork, continuous support and removal of barriers, appropriately involves team members in decisions and leverages unique talents of the team
• Empowering Others - Gives people latitude to make decisions based on their level and area of responsibility and level of knowledge and skills; encourages individuals and groups to set their own goals, consistent with business goals; expresses confidence in the ability of others to be successful; encourages groups to resolve problems on their own; avoids prescribing a solution

EnvironmentThe work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.,

Keyskills :
anaged servicesinfluence othersproject managementtalent managementservice deliveryservice operationsroot causecomputer sciencedisaster recoverytechnical supportleadership skills