Major Incident Management Specialist

Job Title: Major Incident Management Specialist Consultant

Duration: 12 months with extension possible to 18 months

Location: Plano, TX (3 days per week onsite)

Other Approved Locations: Jacksonville, FL and Charlotte, NC

Pay Scale: $50-55/hr W2 (Cannot subcontract or C2C)

Job Description:

The Major Incident Management Specialist consultant will play a key role for our client's production services department that includes monitoring and supporting an integrated end-to-end set of processes designed to identify, triage, and resolve major incidents, minimize recurring impacts to their lines of business, and significantly reduce extended service restoral situations.

Responsibilities:

• Able to understand and clearly communicate the business impact of incidents and major incidents while ensuring Senior level Teams are kept informed.
• Prioritize major incidents and assign tasks to service support and delivery resources as required.
• Manage and drive major incidents with in-house and vendor support teams.
• Notify to senior leadership and other key stakeholders on the progress of an incident.
• Vet of various incidents to prioritize and escalate incidents based on business impact.
• Assist process owners in driving Service Management based best-practices
• Ensure proper escalations are made to resolve incidents within SLA targets.
• Lead, drive, facilitate, and chair all investigation activities, meetings, and conference calls.
• Form collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.

Required Skills

• 5 years of Information Technology experience focused in ITIL practices and Major Incident Management processes, ideally within the financial services industry.
• Strong critical thinker with the analytical skills to lead the triage, management, and resolution process for complex incidents where analysis of situations or data requires in-depth evaluation.
• Resiliency and confidence dealing with complex situations and people.
• Demonstrate an ability to manage multiple assignments and prioritize work in a timely manner.
• Excellent business acumen, able to understand problem management processes, locations, products and services

About Matlen Silver:

Experience Matters. Let your experience be driven by our experience. For more than 40 years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works.

Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.

If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at email and/or phone at: info@matlensilver.com // 908-393-8600.