• Severe Incident Manager

    Job Post Information* : Posted Date 2 months ago(8/29/2019 10:52 AM)
    # of Positions
    Work Location (City/State)
    Hartford, CT
  • What You Will Do

    • Facilitate live outage calls, capture technical findings from subject matter experts, documenting action items, assigning owners and time frames and following-up on status.
    • Navigate the organization to identify, engage and escalate all teams required to resolve outages.
    • Lead a matrixed group of individuals across the IT organization.
    • Enable the Technical Lead (TL) to drive the prioritization and execution of tasks in a high-pressure environment, as well as assigning roles and responsibilities to facilitate the restoration of service.
    • Manage the identification and engagement of key business stakeholders and technical resources, during the severe incident management process, with the goal of providing the optimal environment for the restoration of service.
    • Partner with Business Impact Leads (BILs) to identify, quantify and communicate business impact.
    • Concisely detail and summarize the technical and business impacts of a managed event, at an executive level.
    • Leverage the Smart Whiteboard tool and SIM Playbooks to assist in the consistent and efficient restoration of service.
    • Partner with SIM teammates and management to develop, refine and document SIM Team policies, processes and procedures, to reduce mean time to restore service.
    • Use architectural-level understanding of IT infrastructure and applications, to ensure the timely identification and engagement of appropriate technical areas.
    • Performance will be measured on time to restore service.

    Skills and Experience You Will Need


    • Experience handling outages and performing service restorations while effectively leading ad hoc, matrixed teams, formed to resolve the critical, operational impacts/outages.
    • Possess architect-level experience in either: the application, server, storage, network, client or performance management disciplines. 
    • Have the ability to identify and analyze operational issues and then drive corrective/preventative action plans.
    • Extensive experience comprehending, translating and communicating technical issues to a broad audience, including executives.
    • Strong time management skills, prioritization, and bias for action.
    • Highly skilled at managing multiple desktop applications simultaneously, as well as presenting them through online meeting/collaboration platforms, such as Skype or WebEx.
    • Comfortable speaking to a large audience, which would include senior executive management, and in conveying information to diverse business groups.
    • Conscientious and self-disciplined as well as innovative and independent thinking.
    • Incident, change management and problem management skills required; prior ITIL experience strongly preferred.
    • Willingness to be available 24-7-365, on a scheduled, rotational basis.
    • Excellent verbal and written communication skills, excellent facilitation skills and a strong bias towards action and driving resolution.
    • Ability to write executive summaries and create management communications.
    • Strong skills and prior experience with the following tools:  Common ITIL Tools, MS Office Suite, Cisco WebEx Meeting and Collaboration Tools, Confluence
    • Soft skills required: Organizational agility, communications, influencing, time management, contextual awareness.



    • Bachelors’ degree or equivalent experience


    Who We Are


    With nearly 30 years of experience and the backing of GxFource™, the industry-leading enterprise transformation as a platform solution, GalaxE has pioneered the use of automation to achieve enterprise business transformation and mission-critical change for some of the largest companies in the world.


    We are always looking for passionate, entrepreneurial-minded innovators and disrupters; game-changers that take ownership in the work they produce and bring it each and every day.  Working with like-minded team members you will get a chance to discover, develop and use cutting-edge technologies to transform the way we deliver creative business solutions.


    Sound like you? Join us, and find out for yourself what it means for you, and your career, to be part of the GalaxE team. Let’s build something, together. #WeAreGalaxE


    Equal Opportunity Employer/Veterans/Disabled


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