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As Manager, Major Incident Management (MIM), you will be responsible to restore any unplanned interruption or a reduction in the quality of an IT Service that has significant impact or demands urgency by the business/organization for service restoration.
You will be supporting APAC region with working hour starting at 7am or 10am including one working weekends. Flexibility is required to support business needs and other regions when the need arises.
Job Description
- Providing effective support to Group Technology and Infrastructure, Technology & Operations and RBC lines of business.
- Manage restoration of compromised IT systems through real-time command and control (C2).
- Point of contact for incident communication and escalation. Directing Subject Matter Experts (SME) in triage, stabilization, thereby returning IT systems to a functional state until a permanent solutions can be implemented.
- Work to triage, perform troubleshooting and incident response, communicate with SME technicians and track problems through to resolution.
- Investigate, track and document all issues and resolutions in detail to increase the knowledge base of the Global Operations Command Centre (GOCC) and is a record of the health of the system. RBC has a ServiceNow ticketing system that the GOCC Major Incident Manager is responsible for updating.
- Escalate the large or complex issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution as well as maintaining ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken and prepare post Major Incident resolution.
- Ensure to provide continual service improvement and build key relationships with stakeholders regionally and internationally
Job Skills
Business Continuity Disaster Recovery, Customer Service, Decision Making, Hardware Infrastructure, Interpersonal Relationships, IT Systems Management, Long Term Planning, Problem Solving, Service Request ManagementAdditional Job Details
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