The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a Major Incident Manager for a remote opportunity.

Role Description

Major Incident Manager (Technical Resolution Manager):

1. Incident Response and Coordination

• Immediate Action: Trigger the major incident management process once a critical incident is identified.
• Incident Management Lead: Provider will provide Incident Management Leader resources that will be ultimately responsible for the resolution of the Major Incident. The Provider Incident Management Leader will mobilize the required technical and support teams (e.g., network, infrastructure, development) to assess and resolve the incident. For avoidance of doubt, Provider will be responsible for attaining the resolution of the Major Incident.
• Bridge Management: Set up and manage communication bridges (teleconferences, chats) for real-time collaboration among stakeholders.
• Third-Party Coordination: Engage third-party vendors or service providers if the incident involves external systems or services.

2. Communication and Stakeholder Management

• Internal Communication: Provide timely and clear updates to ACG senior leadership, business owners, and affected users.
• External Communication: Coordinate external communications (e.g., customer stakeholder notifications) if the incident impacts customers or users outside the ACG organization.
• Status Updates: Regularly communicate the status of the incident and expected resolution times to stakeholders.
• Post-Incident Reports: Provide a detailed report of the incident, resolution steps, and the timeline of the critical incident.

3. Escalation Management

• Escalation: Manage escalations when the incident resolution is delayed or when its impact is greater than anticipated.
• Executive Escalation: Escalate to ACG senior management or the executive team if critical business processes are at risk.

4. Post-Incident Review and Continuous Improvement

• Post-Incident Meetings: Organize and conduct post-incident review meetings to discuss what went well and what could be improved in future incidents.
• Process Improvement: Identify gaps in the incident management process and recommend improvements to reduce incident resolution time or prevent future occurrences.

5. Documentation and Reporting

• Incident Documentation: Maintain comprehensive documentation for each major incident, including actions taken, teams involved, communication logs, and final resolution.

• Metrics & Reporting: Generate and distribute reports on major incidents, including key metrics such as incident frequency, downtime, and resolution time.
• Compliance: Ensure that incident management practices comply with relevant standards and regulations (e.g., ITIL, ISO 27001).

6. Availability and On-Call Support

• 24/7 Availability: Be available for on-call support as major incidents may occur at any time, including nights, weekends, or holidays.
• On-Call Team Coordination: Coordinate and support on-call technical teams during non-business hours.

7. Tool and Process Management

• Tool Optimization: Ensure that the right tools (e.g., ITSM, monitoring systems, communication platforms) are in place and optimized for incident management.
• Process Adherence: Ensure adherence to the ACG’s incident management processes, procedures, and best practices.

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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