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Major Critical Incident Manager

Work Schedule/Days:  Day / Monday - Friday
Employment Type:  Full-Time
Location:  Park West 
Requisition #:  31454

 

JOB SUMMARY

Children's Healthcare of Atlanta has been a top 100 places to work in the U.S. for the last 14 years and have a rare opportunity for a Major/Critical Incident Manager to join our permanent team. The major/critical incident manager’s primary role is to lead and manage the resolution of IT major incidents in an efficient and timely manner to minimize the impact to Children’s Healthcare of Atlanta. The major/critical incident manager is also responsible for reviewing events and, through analysis, finding opportunities to share opportunities for improvements and more proactive intervention with leaders.  The position is a very high profile role in the IS&T organization, engaging with a diverse group of IT teams and providers leadership and consultation to help ensure timely service restoration and business continuance.

EDUCATION

  • Bachelor’s degree in information systems or related field, or at least seven years' equivalent related experience will replace degree requirement

CERTIFICATION SUMMARY

  • No professional certifications required

EXPERIENCE*

  • Applications or an infrastructure background with service management experience
  • A minimum of 3 years’ experience in leadership or project management
  • At least five years’ experience in a technical support position supporting servers, network, and a data center environment
  • At least five years’ experience with Cisco networking devices and protocols
  • Minimum five years technical experience within IT, as well as in-depth knowledge of incident management, problem management and other service management processes

PREFERRED QUALIFICATIONS*

  • Experience supporting  Windows, Unix, VMWare, and EMC Storage a plus

KNOWLEDGE SKILLS & ABILITIES*

  • Demonstrated understanding of LAN/WAN, TCP/IP, SNMP, & DNS
  • Demonstrated ability to read situations quickly, identify resources needed, plan crisis response, deploy necessary resources, and keep others informed, as needed
  • Demonstrated ability to lead and motivate team members who are not direct reports
  • The ability to perform in a high pressure environment, encouraging tough debate but having the courage to move on when necessary
  • Lead and facilitate critical support of situations, even when senior stakeholders are involved
  • Proficient with Visio, Excel, and Word, including strong documentation skills
  • ITIL V3  knowledge a plus
  • Superior customer service skills
  • Excellent verbal communication
  • Ability to work in a self-directed manner
  • Demonstrate well-developed organizational, written communication, and analytical skills
  • Strong interpersonal skills to interact positively and productively with teams across organizational lines, including administrative, executive staff, and patient care systems users
  • Ability to be on a  24x7 on-call rotation

JOB RESPONSIBILITIES*

  1. Manages all major incidents and establish technical and management bridges as required.
  2. Assists with non-major-incidents upon request from IT service managers or Service Desk to be raised as major incident and ensure the participation of required technical resources and senior management in technical bridges.
  3. Establishes and maintains customer updates during the incident according to defined channels, as well as be responsible for provider management communications via mobile messaging and email.
  4. Ensures good, consistent quality updates are maintained, and creates a Major Incident record in ITSM tool; updates and maintains quality of the data in the record.
  5. Gathers appropriate resources (management and technical), and if applicable customer representatives and subject matter experts, into the Major Incident Management team.
  6. Builds strong linkages with all core ITIL processes as part of the end-to-end process (e.g Problem Management).
  7. Responsible for event-related analytics and providing leadership focus areas for improvement and prioritization recommendations.
  8. Supports multiple technical teams in 24 x 7 environment.
  9. Performs other duties as assigned.

SYSTEM RESPONSIBILITIES*

Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.

 

Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.

 

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

PHYSICAL DEMANDS*

Ability to lift up to 40 lbs independently and greater than 40 lbs with assistance

Bending/Stooping - Occasionally (activity or condition exists up to 1/3 of time)

Climbing - Not Present

Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.

Lifting - Occasionally (activity or condition exists up to 1/3 of time)

Pushing/Pulling - Occasionally (activity or condition exists up to 1/3 of time)

Standing - Occasionally (activity or condition exists up to 1/3 of time)

Sitting - Frequently (activity or condition exists from 1/3 to 2/3 of time)

Walking - Occasionally (activity or condition exists up to 1/3 of time)

WORKING CONDITIONS*

No potential for exposure to blood and body fluids

 

Address:  2800 Century Pkwy NE, Atlanta, GA  30345
Function:  Information Technology - Solution Center/Field Svcs


Nearest Major Market: Atlanta

Job Segment: Information Systems, Manager, Patient Care, Unix, Cisco, Technology, Management, Healthcare