Title: Major Incident Project leader
Location: Painted Post, NY
Duration: 6+ months
Major Responsibilities:
• Act as a liaison between technical teams, senior management and the business community.
• Excellent communication skills are vital as analysts are frequently required to present findings to various audiences in a variety of formats and ensure the documents/presentations are understandable.
• Energetic and driven; desire to learn and support the ITSD's evolution
• Utilizing information technology to analyze, implement and maintain very complex components of information systems that support Crisis Management operations.
Strategic Operations Responsibilities:
• Delivers excellence in responsive customer service through situation analysis and timely resolve of Major Incidents.
• Provides a total solution to effectively manage the entire crisis lifecycle, from preparation and planning, to rapid crisis response and service restoration.
• Conduct Major Incident Reviews in efforts to complete the Post Service Restoration and hand off to Problem Management.
• Analysis of problem metrics and trends and recommends proactive actions for service improvements.
• Responsible for Major Incidents from the initial discovery, supporting calls, determining vendor involvement, tracking incident and reporting of the incident through service restoration
• Maintains communication, cooperation, and coordination with all relevant stakeholders and IT Management, until service is restored, capturing all relevant data for continued analysis and process improvement.
• Ensures post event/crisis follow-up actions are addressed as part of the Post Mortem reporting process.
The IT Crisis Analyst is responsible for utilizing information technology to analyze, implement and maintain very complex components of information systems that support Crisis Management operations.
Primary duties may include, but are not limited to:
• Delivers excellence in responsive customer service through situation analysis and timely resolve of Major Incidents.
• Provides a total solution to effectively manage the entire crisis lifecycle, from preparation and planning, to rapid crisis response and service restoration.
• Conduct Major Incident Reviews in efforts to complete the Post Service Restoration and hand off to Problem Management.
• Analysis of problem metrics and trends and recommends proactive actions for service improvements.
• Responsibility for Major Incidents from the initial discovery, supporting calls, determining vendor involvement, tracking incident and reporting of the incident through service restoration
• .Maintains communication, cooperation, and coordination with all relevant stakeholders and IT Management, until service is restored, capturing all relevant data for continued analysis and process improvement.
• Ensures post event/crisis follow-up actions are addressed as part of the Post Mortem reporting process.
•Assist with Severity 1 "Crisis management”; ensures service issues are processed with urgency to continually improve downtime impact.
• Assists in development of policies, procedures, course of action plans and guidelines for IT systems return to service plans, and maintains and executes policies/procedures.
•• Ability to work independently, with very little direction.
• Lead team in absence of Management staff.
• Meet with stakeholders to discuss proactive plans and fixes
IT Crisis Analyst:
• Requires BS/BA from accredited college in Computer Science or Information Technology; minimum 5-8 or more years' experience; or any combination of education and experience, which would provide an equivalent background.
• Prior experience in Crisis Management, Incident/Problem Management, Post Mortem/Problem Analysis desired.
• Prior Remedy experience highly desired.
• Excellent oral, written and interpersonal communication skills required.
• Knowledge of Centers for Medicare and Medicaid Services' (CMS) systems preferred.
• Experience working in a fast-paced environment with constantly changing requirements required