Major Incident Manager @ Amazon

Job Description

• Acts as a point of contact for Service Desk and Resolver Group Analysts to escalate Major Incidents, and engage additional support groups
• Assesses the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers
• Responsible for leading and driving Major Incidents until resolved
• Escalates Major Incidents to relevant resolver groups, resolver group managers, senior managers, directors and IT executives, and Service Managers
• Facilitates Technical bridge calls and identifies a technical leader to assist with service restoration efforts.
• Ensures contractual Service Support requirements are understood and managed.
• Ensures effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
• Provides point of contact for MIM process related questions or issues and facilitates process related meetings
• ITIL Foundation Certification
• Excellent Communication Skills
• Previous Incident Management experience

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Keyskills:   itil certified incident management major incident manager incident problem manager incident manager