Roles and Responsibilities

• Ability to control or lead conversations with various support groups.
• Communicate appropriate updates to users contacting the Service Desk.
• Establish a front end message to control call volume.
• Answer user's questions.
• Receive report of Incident from Application/Service Owner, Crisis Manager or Users.
• One of three roles with the authority to publish a notification relating to a Major Incident.

Required Qualifications/Skills

• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization.
• Strong cross technical background with proven troubleshooting skills
• 10+ years of experience leading or working on a Major Incident/Incident Management team.
• Knowledge in Incident, Change, and Problem Management.
• Experience with ITSM Tools, preferably ServiceNow.
• Strong prioritization, coordination, negotiation, and influencing skills while demonstrating empathy to ensure process adherence. 

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