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Sr. IT Major Incident Coordinator

Las Vegas, NV
Position Title: Sr. IT Major Incident Coordinator
Location: Las Vegas or any state Boyd has a property (Nevada, Illinois, Indiana, Iowa, Kansas, Louisiana, Mississippi, Missouri, Ohio, Pennsylvania) due to gaming licenses candidate will need and payroll tax purposes
Term: Direct Hire
Compensation: $75,000 - $105,000 
 

Position Description:

  • Driving the efficiency and effectiveness of the Major Incident Management Process
  • Managing and facilitating Major Incidents and ensuring that all the required resources are engaged to work a Major Incident.
  • Manages the life cycle of all Major Incidents from escalation to resolution
  • Serve as an escalation point of contact of Major Incidents.
  • Ensures effective communication is maintained during a Major Incident.
  • Effectively communicates issues to Subject Matter Experts (SMEs) and leadership within support teams, and resolutions or work-around to the customer as appropriate.
  • Chairing the Major Incident Review meetings
  • Establishes CSFs, KPIs, and metrics to measure the effectiveness of the Incident Management Process.
  • Prepare and provide analysis of reports as needed, prescribed, and/or requested.
  • Report any issues, concerns and modifications required within the Incident Management Process.
  • Promote and reinforce adherence to the process and policies associated with Incident Management and Major Incident Management.
  • Perform all duties in strict accordance with Company, department, and regulatory guidelines and levels always while meeting or exceeding established service levels and expectations.
  • Provide feedback and drive continual service improvements with current tools and process
  • Developing and maintaining the Major Incident Management system
  • Driving, developing, managing and maintaining the major incident process and associated procedures
  • Reviewing and auditing the process
  • Ensuring that all IT teams follow the Major Incident process for every major incident
  • Monitoring the effectiveness of the Major Incident process and making recommendations for improvement
  • Performs other related duties as assigned.

 

Position Requirements:

Educational or formal training requirements:

Bachelor’s Degree or a comparable level of relevant work experience preferred. Six Sigma Certification and ITIL Certification strongly preferred.

 

Experience:

Threee (3) to Five (5) years of experience in an Information Technology environment with previous Incident Management experience strongly preferred.

 

Other education, experience, skills, etc:

• Must have experience with the Microsoft Office suite of products.

• Must have working knowledge of ITIL/MOF incident, problem, and change management components

• Must have strong organizational, analytical, and project management skills.

• Must have knowledge of incident management practices, activities, techniques and tools

• Ability to manage multiple priorities independently and meet deadlines.

• Excellent problem resolution, judgment, negotiation and decision-making skills

• Must have the ability to communicate effectively with management, peers, and customers, via email, phone and face-to-face situations (written and verbal)

• Flexibility and willingness to support a 24x7 operation via off-hours support, on-call availability, or other as needed

• Must be able to obtain/maintain any necessary certifications and/or licenses.



 
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