Incident Commander, ITSM Team

Take a seat on the Xplor Rocketship and join us as a ITSM to help people succeed across the world. We’re a global team of builders, listeners and problem-solvers who are relentlessly focused on making life simple, so our customers can get back to growing their business, engaging consumers and doing what they love

As part of the ITSM team, you will be working in the following areas:

• Incident Command (IC) – In this position, you will be responsible for leading teams to the resolution of Major Incidents.  As the IC, you will be communicating with stakeholders.  Ensure the stakeholders are aware of the progress.  Track all tasks that are in motion and completed to ensure there are no conflicts.  Remove or resolve any obstacles that come up during the investigation.  Once the issue is resolved, generate an Incident Review document of the outage that will be used in the Problem Management process.
• Problem Management (PM) – As the PM, you will schedule Post Incident Reviews (PIR).  During the PIR, you will work with the resolution team and the stakeholders for the product.  You will review what happened during the incident.  Determine what went well, and what gaps or issues that need to be corrected and implemented to permanently resolve the issue.  You will generate Problem Tickets, assigning them to the appropriate Problem Owner and track them to completion.  At the completion of the PIR, you will generate a Post Incident Review that documents all findings and Problem Records created.