Major Incident Mgmt Consultant

Job Summary

Responsible for ensuring that incidents with potential or actual significant impact to the business are dealt with efficiently and with minimum disruption to the business or operations. Will support other IT Service Management processes within Digital Services, particularly Event Management, Change Management and Problem Management. This role will implement major incident management processes to include incident identification, ownership, escalation, and resolution. This position will work with technical and non-technical staff managing major incident resolution and utilizing standard methodologies to ensure that affected parties receive timely communications. Will be responsible for establishing Standards and Procedures that maximize operations responses to encountered incidents and minimize service availability interruptions.

Principal Duties & Responsibilities

• Communicates with all levels of management regarding Priority 1 and Priority 2 Major Incidents
• Rotating on-call for Major Incidents (24x7)
• Performs initial Priority assessments and mediate Priority assessment disputes for Major Incidents
• Drives Major Incidents through to resolution
• Provides technical leadership and mentoring to application development teams
• Facilitates on Major Incident conference bridges and takes responsibility for ensuring that the information shared on the bridge is clear and concise
• Ensures communications are sent to stakeholders at regular intervals and within expected timeframes
• Identify areas requiring improvement from a procedural, technical or cultural perspective, capturing these issues and progressing them via a Post Incident Review or other channels as appropriate
• Recording a detailed chronology of the incident for use in post incident reviews and for Root Cause Analysis
• Develops strong reciprocal relationships with key partners across the company and represents the Digital Command Center in multi-functional teams
• Ensures the correct resources are working on the resolution of major incidents appropriate to the severity, and identifies when escalation is required and triggers such escalation accordingly
• Acts as a liaison between the department and other departments and/or divisions; facilitates collaborative efforts particularly on initiatives that involve shifting of customer-facing support to the IT Service Center or to self-service
• Identify and implement service efficiencies to reduce operational expenses
• Develop and leverage existing tools, dashboards, and Application Performance Management technologies to improve responsiveness and/or introduce automation to improve customer experience
• Serves as the subject matter expert in performing complex support of most customer products; works on projects as a project team member or lead, and may participate in project planning and requirements
• Contribute to design and development of the Incident Management process, including making recommendations on tooling requirements and reports
• Participates in the development and communication of solutions for client service improvements, including but not limited to documenting instructions, process improvements, solutions, technical articles, white papers, and proposals
• Leads or facilitates team-based improvement projects; acts as liaison, coordinating activities and resolving issues between teams, departments, divisions, agencies, vendors, etc. in an attempt to maintain effective working relationships, correct discrepancies, and resolve issues that develops from day-to-day operations; communicates customer needs, inquiries and deficiencies to management, and makes recommendations to improve services
• Maintain team portal and SharePoint pages to ensure information provided to the company is accurate and succinct
• Assists and monitors the support of the department’s daily workflow, outage communications and alerts
• Possesses and applies expert knowledge of operational principles, practices and procedures, and operates as the subject matter expert with substantial latitude for independent action or decision making regarding the day-to-day services provided to the business unit or operational functions and team processes; interprets and applies division and organizational policies and procedures, and recommends changes or enhancements to procedures or processes
• Prepares and presents status updates for various projects; serves as an individual contributor or technical lead
• Performs other duties as required

Education & Experience Required

• Minimum Required Bachelor's Degree Computer Science or Information Systems or related field
• Minimum Required Five or more years of experience in an IT or technology related field
• Minimum Required Working knowledge of basic to complex hardware and software products, problem-solving, and troubleshooting skills
• Minimum Required Knowledge of the latest technologies obtained by attending training and conferences
• Minimum Required Extensive knowledge of Aflac’s products/services and systems

Or an equivalent combination of education and experience.

Job Knowledge & Skills

• Excellent oral, written and interpersonal communications and team facilitation skills to effectively interact with management, and internal and external customers
• Assertiveness: Must be able to step in and speak up to control the path of investigation. This includes ability to advocate a position when challenged and not allow advanced positions to influence the path of investigation other than in accordance with best practice and group policies and procedures
• Flexibility to continually work under changing and different work scenarios
• Ability to work under pressure
• Lead comprehensive review and transformation of Major Incident and Problem Management processes to streamline and optimize Mean Time to Recover from issues and outages
• Co-relate and analyze outages and issues with digital and business impact. Work with Digital and Business leaders to gain 360 insight and identify areas of optimization
• Mature reporting of incident and problem management with business impact co-relation, design, and implement real-time dashboard for CXO level view.
• Distributed Processing - Intermediate
• Mainframe Computing - Basic
• Data Standards - Intermediate
• Project Management Tools - Basic
• Microsoft Office - Intermediate
• SharePoint - Intermediate
• New Business Processes - Intermediate
• Troubleshooting - Advanced
• Change Management - Basic
• Incident Management - Advanced
• Ownership & Initiative - Advanced
• Problem Management - Intermediate
• Process Improvement - Advanced
• Community Collaboration - Intermediate
• Data Trend Analysis and Interpretation - Intermediate
• Performance Analysis and Forecasting - Intermediate
• Statistical Analysis - Intermediate

Competencies

• Acting with Integrity - Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments
• Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
• Pursuing Self-Development - Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities
• Serving Customers - Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages customer expectations
• Supporting Change - Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial
• Supporting Organizational Goals - Actively supports organizational goals and values; demonstrates enthusiasm toward the company's goals and mission; aligns actions around organizational goals
• Working with Diverse Populations - Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds

Working Conditions

The statements below describe the general nature and level of the work and are not an exhaustive list of all responsibilities, duties, and skills required.

Normal office environment (virtual or in-person)

Travel

None Required