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Desired Competencies (Technical/Behavioral Competency): End-to-end management of all IT major incidents Evaluate whether the incident reported is a Major Incident and run it through MIM cycle Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution Being accountable for resolving the outage via workaround or permanent fix Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews Supporting and nurturing process improvements and knowledge base improvements Strong communication skills to be able to share relevant business level updates during Major issues
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