
Crisis Resolution Expert
1 week ago
Job Overview
The Crisis Resolution Leader plays a pivotal role in restoring services efficiently by leveraging expertise in technology incident management.
Key Responsibilities:
- Oversee end-to-end incident ownership to minimize downtime and optimize service recovery.
- Establish clear command and control during incidents, ensuring accountability and precise evaluation of complex issue scenarios.
- Participate in critical incident calls to facilitate determination, recovery, and resolution.
- Coordinate incident progression, monitoring symptoms, trends, and potential areas of deviation from standards.
- Evaluate and escalate critical incidents to management levels, documenting findings accurately in the incident reporting system.
- Post-Incident analysis to improve service quality, identify problem trends, and prevent future incidents.
- Communicate effectively under pressure and participate in post-incident reviews to prevent repeat incidents.
Requirements:
- Bachelor's degree in Business, Computer Science, or a related field.
- ITIL certification is mandatory.
- 8-10 years of experience managing complex IT initiatives in a matrix environment or as an Operational Line Manager.
- Excellent English communication skills with experience interacting with senior management levels.
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