Major Incident Manager Resume Samples

As a Major Incident Manager, the IT professional plays a crucial role and undertakes the responsibility for coordinating and leading the response efforts during the times of any major incidents that significantly impact the company’s IT infrastructure. Duties and responsibilities often slated on the Major Incident Manager Resume are – overseeing the incident resolution process, collaborating with technical teams to identify root causes, implementing corrective actions to restore services quickly; managing resources, documenting the incident response process to prevent future occurrences, and ensuring a swift return to normal service levels.

The nature of the job demands the following skills and abilities – strong leadership skills, problem-solving skills, communication skills, the ability to work under pressure, manage crises, and coordinate diverse teams to achieve a common goal. Education requirements include a bachelor’s degree in information technology, computer science, or a related field. Relevant certifications, such as ITIL can enhance the candidate’s qualification.

Major Incident Manager Resume example

Major Incident Manager Resume

Summary : As a Major Incident Manager, led and coordinated the response to major incidents, following established incident management processes, acted as the primary point of contact for all major incidents, and communicated updates to key stakeholders.

Skills : Incident Management, Crisis Management.

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Description :

  1. Identified the root cause of major incidents and implemented preventative measures to avoid recurrence.
  2. Collaborated with cross-functional teams to develop and maintain incident response plans.
  3. Provided regular reporting on major incident trends and performance metrics to management.
  4. Led and directed a team of incident responders in resolving major incidents promptly.
  5. Analyzed the impact of incidents on the business and provided recommendations for improvement.
  6. Developed and implemented strategies to prevent recurring incidents.
  7. Worked independently and collaboratively in a team environment.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
Bachelor of Science in Computer Science


Major Incident Manager Resume

Summary : As a Major Incident Manager, communicated effectively with stakeholders to provide updates on incident resolution progress, and worked collaboratively with other teams to ensure incidents were resolved efficiently.

Skills : Communication, Problem-Solving.

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Description :

  1. Documented incident response processes and procedures for future reference.
  2. Monitored incident trends and provided reports to management on incident management performance.
  3. Conducted post-incident reviews to identify areas for improvement.
  4. Provided on-call support within a follow-the-sun model and in rotation during weekends.
  5. Performed comprehensive monitoring in the Technology Environment via Level 1.5 response.
  6. Drove down Mean Time To Detect (MTTD) and Mean Time To Resolve (MTTR) while driving up Mean Time Between Failures (MTBF).
  7. Partnered with IT Service Management (ITSM) teams to manage response processes for Priority 1 & 2 incidents (P1/P2).
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Bachelor of Science in Computer Science


Major Incident Manager Resume

Objective : As a Major Incident Manager, performed administrative tasks across a variety of technology disciplines (job, queue, DNS, DHCP, license), participated in technical and professional development and continuous learning.

Skills : Leadership, Decision-Making.

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Description :

  1. Worked with fellow MIMs to perform warm handoffs of open backlog and administrative work as the shift started and ended.
  2. Ensured post-mortem requirements were documented and closed out in totality.
  3. Escalated P1 and P2 incidents to the appropriate parties as required.
  4. Partnered with the Chief Information Security Office (CISO) organization on Security Operations tasks to be performed with each shift.
  5. Performed solid ticketing discipline for Incident, Change, and Problem management.
  6. Communicated both to technical and management teams during recovery operations.
  7. Skilled in Major Incident functions such as basic administration of networks, systems, storage, middleware, and applications, along with stakeholder management and communications.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
Bachelor of Science in Computer Science

Major Incident Manager Resume

Objective : As a Major Incident Manager, performed in high-pressure situations, saw an incident from multiple points of view and worked with all team members on appropriate steps for interim or permanent resolution.

Skills : Technical Knowledge, Process Improvement.

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Description :

  1. Drove an incident to resolution through support engagement utilizing a paging system and/or on-call schedules.
  2. Documented key actions and events during the conference call.
  3. Posted incident documentation to assist Problem Management in root cause analysis.
  4. Ensured proper escalation procedures are followed and correct support teams are engaged.
  5. Vetted significant incidents reported to the Major Incident.
  6. Ensured the proper priority was assigned and the correct business impact was documented.
  7. Facilitated peer-to-peer conference calls between resolver teams on non-significant incidents and escalated if the impact increased.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
Bachelor of Science in Computer Science

Major Incident Manager Resume

Summary : As a Major Incident Manager, skilled with enterprise monitoring solutions such as ServiceNow, and Big Panda. Responsible for writing strategic business plans outlining the need for departmental information technology resources.

Skills : Documentation, Customer Service.

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Description :

  1. Responsible for collaborating with cross-functional teams for faster incident resolution and improved service quality.
  2. Responsible for conducting post-resolution reviews with team members.
  3. Responsible for actively participating in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
  4. Responsible for improving major incident resolution times by implementing efficient processes and communication strategies.
  5. Responsible for playing a critical role in disaster recovery planning efforts, ensuring that systems were resilient enough to withstand potential challenges from unforeseen circumstances or emergencies related to infrastructure failures or natural disasters.
  6. Responsible for handling high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  7. Responsible for developing strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
Bachelor of Science in Computer Science

Major Incident Manager Resume

Summary : As a Major Incident Manager, responsible for boosting customer satisfaction levels by ensuring timely and effective responses to major incidents, and responsible for implementing and maintaining technology and software budgets.

Skills : Collaboration, ITIL Framework.

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Description :

  1. Responsible for communicating regularly with customers concerning data exchange and technology integration.
  2. Responsible for coordinating secure system access of users to various department systems and platforms.
  3. Responsible for developing a highly effective incident response team and trained extensively in preparation for possible events.
  4. Responsible for liaising with other departments to minimize network interruptions and possible downtimes.
  5. Responsible for identifying computer hardware and network system issues, and performing troubleshooting techniques for remediation.
  6. Responsible for managing the life cycle replacement of hardware and software.
  7. Responsible for optimizing resource allocation during major incidents by analyzing historical data and forecasting future trends.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Bachelor of Science in Computer Science

Major Incident Manager Resume

Headline : As a Major Incident Manager, responsible for increasing the visibility of major incidents through the creation of comprehensive dashboards and reports for senior leadership review, responsible for contributing to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.

Skills : Crisis Management, Planning.

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Description :

  1. Responsible for implementing continuous improvement initiatives, resulting in more efficient major incident management practices.
  2. Responsible for overseeing the development and implementation of improvements to support network operations.
  3. Responsible for developing remediation plans for potential incidents ahead of time and making appropriate changes during emergencies.
  4. Responsible for championing a culture of accountability within the team, fostering ownership of issues, and commitment to resolution efforts.
  5. Responsible for establishing a robust incident reporting system to track progress and identify areas for improvement.
  6. Responsible for analyzing network security and current infrastructure, assessing areas in need of improvement.
  7. Responsible for streamlining incident management procedures with the development of clear guidelines and standardized workflows.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Bachelor of Science in Computer Science

Major Incident Manager Resume

Summary : As a Major Incident Manager, responsible for gathering data from incidents that had been remedied for careful review and analysis to prevent future events, responsible for serving as a trusted advisor to clients during major incidents, providing guidance on mitigation strategies while maintaining open lines of communication throughout the process.

Skills : Communicational Skills, Problem Solving.

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Description :

  1. Responsible for enhancing team performance by providing regular training, coaching, and feedback to staff members.
  2. Responsible for spearheading the adoption of ITIL best practices within the organization, contributing to standardization across departments.
  3. Responsible for developing and coordinating response processes, responsible for reducing downtime during incidents by proactively identifying potential risks and mitigating them in advance.
  4. Responsible for managing escalations effectively by collaborating with both internal teams and external vendors as needed.
  5. Responsible for providing immediate emergency response and incident management.
  6. Responsible for tracking metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
  7. Responsible for leading root cause analysis investigations for significant events, and identifying corrective actions to prevent recurrence.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Bachelor of Science in Computer Science

Major Incident Manager Resume

Summary : As a Major Incident Manager, responsible for assessing incident priority based on impact on business and escalating issues as necessary, I am responsible for managing high-pressure situations involving multiple parties and demonstrating excellent conflict resolution and negotiation skills.

Skills : Leadership, Process Improvement.

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Description :

  1. Responsible for leading technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  2. Responsible for delivering services to customer locations within specific timeframes.
  3. Responsible for organizing and detail-oriented with a strong work ethic.
  4. Responsible for resolving problems, improving operations, and providing exceptional service.
  5. Responsible for demonstrating a high level of initiative and creativity while tackling difficult tasks.
  6. Responsible for gaining strong leadership skills by managing projects from start to finish.
  7. Responsible for demonstrating strong organizational and time management skills while managing multiple projects.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
Bachelor of Science in Computer Science

Major Incident Manager Resume

Summary : As a Major Incident Manager, learned quickly and adapted to new situations. Responsible for strengthening communication skills through regular interactions with others.

Skills : Stakeholder Management, Documentational Skills.

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Description :

  1. Responsible for demonstrating respect, friendliness, and willingness to help wherever needed.
  2. Responsible for proving successful working within tight deadlines and a fast-paced environment.
  3. Responsible for managing time efficiently to complete all tasks within deadlines.
  4. Responsible for using strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  5. Responsible for participating in team projects, demonstrating an ability to work collaboratively and effectively.
  6. Responsible for completing paperwork, recognizing discrepancies, and promptly addressing them for resolution.
  7. Responsible for acting as a team leader in group projects, delegating tasks, and providing feedback.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Bachelor of Science in Computer Science