This role involves providing dedicated support for Major Incident Management (MIM) and service coordination for an assigned client base. Key responsibilities include gathering incident information, assessing business impact, documenting root causes, coordinating with resolver teams, and communicating with stakeholders. The role also covers routine service management duties such as generating reports, monitoring changes, performing post-implementation reviews, and facilitating process-related meetings. Strong communication skills are essential for interfacing with internal resources and clients, along with a BA/BS degree and 2 years of relevant experience.

Must Have

• Provide dedicated support for Major Incident Management (MIM) or service coordination.
• Gather information about incidents and assess business impact.
• Document the root cause of incidents.
• Coordinate with resolver teams and communicate with stakeholders.
• Perform routine service management duties including generating reports and monitoring changes.
• Facilitate process-related meetings such as Daily operations, Change Advisory Board, and Problem Review Board.
• Maintain high standards of written and verbal communications.
• Interface with internal resources and/or clients to manage ESM processes.
• BA/BS degree and 2 years’ relevant experience OR equivalent combination of education and experience.

What success looks like in this role:

• Provides dedicated support for Major Incident Management (MIM) or service coordination support within an assigned client base as described below.

Major Incident Management

• Provides capture support for MIM processes and engages with colleagues to coordinate service activities including:
• Gathering information about the incident,
• Assisting with assessing the business impact,
• Documenting the root cause of the incident,
• Coordinating with resolver teams and
• Communicating with stakeholders throughout the resolution process.
• Contributes to the development and maintenance of MIM documentation.
• Participates in and/or facilitates process related meetings for engagements.

Service Coordination / Management

• Performs routine service management duties, including:
• Generating and distributing reports and/or providing dashboards for Strategic Partners,
• Monitoring Changes for completeness for internal support,
• Performing post implementation reviews,
• Engaging Problem management for unauthorized change activity, and
• Reviewing and documenting RCA details for Internal support.
• Facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc. for internal support.
• Maintains high standards of written and verbal communications.
• Interfaces with internal resources and/or clients to manage ESM processes on a day-to-day basis.
• Communicates to necessary supplier stakeholders any changes to in-scope documentation.
• Takes appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels) and compliance issues for internal support.
• Incorporate CLIENT updates into in-scope ITIL policies and processes based on contractual agreement for in-scope services.
• Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed for internal support.
• Participates in weekly governance meetings.
• Performs routine auditing of Change management schedules.

You will be successful in this role if you have:

BA/BS degree and 2 years’ relevant experience OR equivalent combination of education and experience