Job Summary: 

• Participate in an ongoing on-call rotation with short response times.
• Perform daily monitoring of the ServiceNow incident backlog to prevent breached SLA/SLOs.
• Prepare customer-facing Root Cause Analysis (RCA) documents.
• Monitor and continually improve incident Mean Time to Respond (MTTRD) and Mean Time to Repair (MTTR).
• Collaborate with third-party vendors, partners, and service providers to resolve chronic issues impacting service delivery.
• Maintain a comprehensive change calendar of maintenance windows planned by third-party vendors and service providers.
• Serve as Communications Leader during major or critical incidents and provide timely updates to internal and external stakeholders.
• Provide backup and auxiliary support for primary Incident Commanders during major or critical incidents.

Skills on Resume: 

• On-Call Support (Hard Skills)
• Incident Monitoring (Hard Skills)
• Root Cause Analysis (Hard Skills)
• MTTR Improvement (Hard Skills)
• Vendor Coordination (Soft Skills)
• Change Calendar Management (Hard Skills)
• Crisis Communication (Soft Skills)
• Incident Command Backup (Soft Skills)

Job Summary: 

• Act as lead investigator for the agency.
• Perform up to two concurrent investigations and oversee the investigation process when carried out by other certified investigators.
• Support and provide ongoing education to certified investigators.
• Collaborate with nurses and various programs to prevent incidents.
• Perform ongoing risk management and risk assessments for agency programs.
• Alert program directors and coordinators of incident trends.
• Propose recommendations and work with departments to develop action plans.
• Represent the agency at county and state incident management forums.
• Provide guidance and training to designated agency staff.
• Oversee the agency’s incident point person and investigator on-call schedule.
• Chair the agency’s IRC and Investigation Peer Review meetings.
• Serve as a member of the Compliance Committee, Quality Plan Committee, and HRC.

Skills on Resume: 

• Investigation Leadership (Hard Skills)
• Case Oversight (Hard Skills)
• Investigator Support (Soft Skills)
• Risk Assessment (Hard Skills)
• Trend Monitoring (Hard Skills)
• Action Planning (Soft Skills)
• Regulatory Liaison (Soft Skills)
• Meeting Leadership (Soft Skills)

Job Summary: 

• Ensure that each department within the division complies with all regulations and applicable federal, state, local, and agency requirements.
• Ensure adequate supervision and services are provided based on the needs of individuals served in the respective programs within the division.
• Ensure that emergencies are addressed following established policies and procedures, and that communication of such situations occurs in a timely manner.
• Treat each individual with dignity and respect, following regulations and agency policy.
• Report all possible violations of individuals’ rights promptly.
• Ensure proper and timely completion of all incident reports following regulations and agency policy.
• Assist with investigatory processes that occur at any agency location.
• Ensure that confidentiality is maintained during investigations.
• Maintain the confidentiality of all information relating to the individuals supported and employees of the organization as outlined in agency policy.
• Cultivate a work environment that promotes the development of individualized services.

Skills on Resume: 

• Regulatory Compliance (Hard Skills)
• Service Supervision (Hard Skills)
• Emergency Response (Hard Skills)
• Dignity Respect (Soft Skills)
• Rights Reporting (Hard Skills)
• Incident Documentation (Hard Skills)
• Investigation Support (Hard Skills)
• Confidentiality Maintenance (Soft Skills)

Job Summary: 

• Own and manage High Severity Incidents.
• Manage Complex Incidents involving multiple parties and technologies.
• Drive resolution of escalated and breached incidents to agreed schedules.
• Ensure customers and stakeholders are kept appropriately informed during major incident situations.
• Provide regular updates and education of engineers and stakeholders through an incident management process.
• Manage and write Post Incident Reviews for major Incidents.
• Provide training and techniques to engineers to help in incident resolution.
• Review and/or develop systems and technology delivering best practice incident management.
• Assist with the management of Problems.
• Own and manage a portfolio of problems.

Skills on Resume: 

• Incident Management (Hard Skills)
• Complex Problem-Solving (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Crisis Coordination (Soft Skills)
• Post-Incident Analysis (Hard Skills)
• Technical Training (Soft Skills)
• Process Improvement (Hard Skills)
• Problem Portfolio Management (Hard Skills)

Job Summary: 

• Drive the identification of root causes for recurring problems and the activities required for permanent resolution.
• Drive proactive problem management activities.
• Ensure a high level of customer satisfaction with the services being provided.
• Strive for continual service improvement and excellence in Customer Service.
• Epitomise the organisation’s Mission Statement and Core Values.
• Ensure the role is informed of all High Sev Incidents as they occur.
• Act as the Incident Manager for High Sev Incidents, and in times of multiple High Sev Incidents, ensure an appropriate Incident Manager is assigned.
• Ensure that Sev 2 Incidents are being actively worked by appropriate technical staff and that an Incident Manager is appointed.
• Act as the primary Managed Services contact and escalation point for Managers and SDMs relating to High Sev Incidents.
• Update the Problem & Incident Manager at least weekly on the status of High Sev Incidents.

Skills on Resume: 

• Root Cause Analysis (Hard Skills)
• Proactive Problem Management (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Service Improvement (Hard Skills)
• Mission Alignment (Soft Skills)
• Incident Oversight (Hard Skills)
• Escalation Management (Soft Skills)
• Status Reporting (Hard Skills)

Job Summary: 

• Manage service incidents, identify, and create problem tickets.
• Coordinate with support personnel and third-party vendors (at various levels) to find a workaround, temporary fix, or to improve the communication flow during high-priority incidents.
• Alert support groups of high-priority incidents that are about to miss SLA.
• Manage and escalate high-priority or backlog incidents.
• Identify trends in SLA breaches and work with the relevant support group to ensure corrective plans are in place.
• Report on the total number of incidents that breached SLA and by resolver group.
• Understand and comply with company and client policies and procedures.
• Create, maintain, and ensure awareness of processes for all staff.
• Submit reports on time with high quality and accuracy.
• Deliver incident updates on time as per contract.
• Ensure all high-severity incidents have communication sent within SLA and following the agreed format.

Skills on Resume: 

• Incident Management (Hard Skills)
• Vendor Coordination (Soft Skills)
• SLA Monitoring (Hard Skills)
• Escalation Handling (Soft Skills)
• Trend Analysis (Hard Skills)
• Incident Reporting (Hard Skills)
• Policy Compliance (Hard Skills)
• Process Documentation (Hard Skills)

Job Summary: 

• Communicate and actively manage any open incidents, ensuring the timely resolution of operationally impacting incidents according to priority.
• Drive operational and platform improvements based on incident resolution and the need to enhance supportability and reliability of the platform.
• Track and support technical and business issues that prevent the optimal functioning of digital platforms.
• Coordinate with other support organizations to manage escalated issues.
• Coordinate with other support platforms and processes to track incidents and improve operational processes.
• Manage Business as Usual (BAU) platform escalations and requests for support, ensuring issues and incidents are correctly handled.
• Manage issues and requests from both external and internal customers.
• Mobilize appropriate stakeholders and resources to ensure timely issue resolution.
• Bridge Waterfall and Scrum methodologies, driving Agile adoption and ways of working.
• Source and engage subject matter experts and stakeholders from clusters to resolve technical or business operational issues.
• Coach and mentor team members and wider audiences on Agile methodologies and principles.
• Act as a guardian for support and incident management within the digital platform in collaboration with Digital Operations and Platform Leads.

Skills on Resume: 

• Incident Communication (Soft Skills)
• Platform Improvement (Hard Skills)
• Issue Tracking (Hard Skills)
• Escalation Management (Soft Skills)
• Process Optimization (Hard Skills)
• Customer Support (Soft Skills)
• Stakeholder Engagement (Soft Skills)
• Agile Coaching (Soft Skills)

Job Summary: 

• Effectively manage competing priorities while operating in a high-pressure, fast-paced environment.
• Own production incidents, including issue diagnosis, communication, documentation, escalation, and root cause analysis.
• Manage multiple enterprise system issues, including corporate sites with significant operational impact.
• Lead and manage incident bridge calls with support teams, on-call application teams, and management.
• Serve as the leader and point of contact for escalated business-impacting or sensitive incidents, and act as liaison to stakeholders across the organization.
• Independently identify and implement process improvements aimed at enhancing the user experience and organizational efficiency.
• Enhance monitoring, availability, performance, and security of services.
• Monitor the performance and capacity of computer systems in real time and respond promptly to alerts.
• Perform regular checks on the production stack to ensure systems and services are running optimally.
• Track and document infrastructure issues and compile incident reports.
• Ensure proper follow-up of incidents until full resolution.
• Collaborate with IT teams to ensure applications adhere to best practices for high availability, change management, and incident handling.

Skills on Resume: 

• Priority Management (Soft Skills)
• Incident Ownership (Hard Skills)
• System Issue Management (Hard Skills)
• Bridge Call Leadership (Soft Skills)
• Stakeholder Liaison (Soft Skills)
• Process Improvement (Hard Skills)
• Service Monitoring (Hard Skills)
• Infrastructure Reporting (Hard Skills)

Job Summary: 

• Analyze and perform risk assessments on the potential impact to the business of security events/incidents.
• Coordinate the response to security incidents by the technical groups within the business, including communication with subject matter experts and between business units, directing technical resources, following up on tasks assigned by management to business units, and working with technical resources to complete actions.
• Ensure that significant security incidents are reported clearly and concisely and managed in a reasonable time frame.
• Monitor and analyze the output from security devices such as IPS, malware alerts, firewall logs, proxy logs, system logs, and so on.
• Perform behavioral analysis of malware samples in a controlled environment, document the results, and provide the samples and documentation to a reverse engineering team.
• Compile, review, and submit incident reports for final peer and management review, prior to release to the business.
• Research new vulnerabilities and security threats reported by external security entities, perform and document risk assessments as to the potential impact of said vulnerabilities and threats to the business.
• Communicate this information to management and other business units.
• Contribute to existing process and procedure documentation, and assist in creating new process and procedure documentation in response to dynamically changing threats, information security landscapes, and business requirements.

Skills on Resume: 

• Risk Assessment (Hard Skills)
• Security Incident Response (Hard Skills)
• Incident Reporting (Hard Skills)
• Security Monitoring (Hard Skills)
• Malware Analysis (Hard Skills)
• Vulnerability Research (Hard Skills)
• Threat Communication (Soft Skills)
• Process Documentation (Hard Skills)

Job Summary: 

• Lead as a product cybersecurity incident manager, directing individual contributors in the resolution of security incidents.
• Leverage technical guidelines and features of the cybersecurity response framework throughout the product lifecycle.
• Identify and quantify areas of product cybersecurity risk and recommend risk reduction measures through the development of incident response playbooks or corporate procedures, aligned with industry standards and corporate policies.
• Direct cross-functional activities of the product cybersecurity function and coordinate the organization’s effective response to incidents.
• Evaluate cybersecurity performance, incident response strategies, and requirements, identify integration issues, and prepare cost estimates.
• Prepare cybersecurity specifications, intelligence reports, incident reports, and recommendations.
• Produce cybersecurity metrics to measure performance against requirements, standards, and policies.
• Collaborate with IT managers, legal, R&D, and public relations to define product cybersecurity responses and identify necessary modifications.
• Drive supplier assessments of product cybersecurity incident response capabilities and performance, including the design, organization, and evaluation of cybersecurity drills.
• Cultivate internal and external sources of intelligence and exchange information following corporate policies.
• Engage with corporate and industry experts to stay current with cybersecurity processes, methods, and tools.
• Develop and provide personnel evaluation feedback to management to support efficient functions.

Skills on Resume: 

• Cybersecurity Leadership (Soft Skills)
• Incident Response Framework (Hard Skills)
• Risk Identification (Hard Skills)
• Cross-Functional Coordination (Soft Skills)
• Performance Evaluation (Hard Skills)
• Cybersecurity Reporting (Hard Skills)
• Supplier Assessment (Hard Skills)
• Industry Collaboration (Soft Skills)

Job Summary: 

• Respond to reported major service incidents and initiate the incident management process through problem management.
• Manage the full incident and problem lifecycle from start to finish, including remediation and postmortem activities.
• Ensure communication of major incident and problem records, findings, and remediation plans to business stakeholders on behalf of the operations function.
• Collaborate with service operations teams to ensure incidents are resolved within specified Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Enforce and maintain multi-tenant cloud operations processes to effectively support incident and problem management.
• Facilitate Problem Review Board meetings and drive real-time decision-making.
• Document root cause analyses (RCAs) and decisions resulting from review meetings.
• Ensure RCAs meet all requirements to improve customer satisfaction and reduce the risk of incident recurrence impacting service quality.
• Champion the investigation, discovery, analysis, and documentation process.
• Document and publish all identified workarounds, RCAs, and remediation processes to the appropriate teams.
• Monitor and evaluate execution to proactively identify opportunities for problem management to prevent incidents and enhance service quality and availability.
• Maintain the known error database and knowledge base entries related to problem management.
• Ensure regulatory compliance is maintained across problem management processes, including monitoring and reporting.
• Develop process flow diagrams to support standard operating procedures.

Skills on Resume: 

• Incident Response (Hard Skills)
• Lifecycle Management (Hard Skills)
• Stakeholder Communication (Soft Skills)
• SLA Compliance (Hard Skills)
• Cloud Operations (Hard Skills)
• Decision Facilitation (Soft Skills)
• Root Cause Analysis (Hard Skills)
• Regulatory Compliance (Hard Skills)

Job Summary: 

• Monitor, research, and analyze incident tickets and service requests.
• Assign and/or escalate tickets and requests to the appropriate responsible teams.
• Serve as the liaison between Level 1 (helpdesk) and Level 2 (desktop support) teams.
• Ensure correct ticket and request routing from Level 1 to Level 2.
• Monitor ticket and request activity to ensure service level agreements (SLAs) are being met.
• Facilitate resolution of tickets and requests that exceed SLAs.
• Apply ITIL/IT Service Management best practices to identify and analyze patterns and trends from multiple data sources, ensuring help desk service provider SLAs are consistently met.
• Coordinate with Level 1 and Level 2 teams to create or update knowledgebase articles that support self-resolution for common issues.
• Provide Level 1 and Level 2 support to end-users, including troubleshooting, configuration, and repair of laptop hardware.
• Diagnose and resolve end-user hardware and software issues.
• Report on ticket closure, escalation, quality, survey responses, and related metrics.
• Complete reporting activities for the Level 1 help desk.
• Review recorded Level 1 help desk calls to identify areas for improvement in telephonic engagement with end-users.
• Facilitate onboarding of new hires and offboarding of separated employees in collaboration with Level 1 and Level 2 teams.
• Conduct training on the ticketing system for Level 2 technicians.
• Assist with major (Priority 1) incidents by contributing to issue definition, action planning, and success criteria.
• Communicate with affected groups, stakeholders, and end-users regarding impacts to business operations.
• Attend training sessions and industry seminars to stay current with technologies, trends, and best practices.

Skills on Resume: 

• Ticket Monitoring (Hard Skills)
• Escalation Management (Soft Skills)
• Team Liaison (Soft Skills)
• SLA Compliance (Hard Skills)
• ITIL Practices (Hard Skills)
• Knowledgebase Management (Hard Skills)
• End-User Support (Hard Skills)
• Technical Training (Soft Skills)

Job Summary: 

• Develop improvements for existing and new incident management procedures.
• Monitor, evaluate, and enhance incident management workflows.
• Take ownership of incident ticket SLA management during Service Centre shifts.
• Ensure tickets are escalated to the appropriate resolver groups within SLA and OLA targets.
• Act as a dedicated resource to interface with resolver teams and ensure smooth ownership throughout the incident management process.
• Apply continual service improvement techniques to highlight areas of enhancement across ticket management, ITSM platforms, and processes, working closely with Service Centre Team Leaders, Service Delivery Managers, and the Global Service Centre Manager to implement operational effectiveness and smarter working initiatives.
• Recommend corrective actions for individual staff members and procedural improvements for all customer-facing staff.
• Assist with staff training on incident management processes and procedures.
• Contribute to the creation of training materials.
• Gather and report customer feedback collected during monitoring activities.
• Collaborate with Service Delivery Managers and customers to ensure incident management meets required standards and mitigates escalations and customer experience issues.
• Produce consistently accurate reporting to provide a clear understanding of incident management performance.
• Lead and promote a culture of incident trending to support improvements across problem management processes.
• Comply with organisational values and adhere to company policies and procedures.
• Follow the code of conduct, as well as quality, security, occupational health, safety, and environmental policies and procedures.

Skills on Resume: 

• Process Improvement (Hard Skills)
• Workflow Enhancement (Hard Skills)
• SLA Management (Hard Skills)
• Resolver Coordination (Soft Skills)
• Service Improvement (Hard Skills)
• Corrective Actions (Hard Skills)
• Staff Training (Soft Skills)
• Incident Reporting (Hard Skills)

Job Summary: 

• Execute, draft, edit, and maintain SOP documentation.
• Implement and enforce DCO policies and procedures in alignment with applicable laws, policies, and regulations.
• Coordinate significant incidents with designated cyber commands and supported entities to ensure proper analysis and timely, accurate reporting.
• Support the Incident Response 24x7 capability during non-core business hours.
• Manage the publishing of DCO guidance for the enclave constituency.
• Provide incident reports, summaries, and situational awareness updates to higher headquarters.
• Execute incident response following approved SOPs, including documentation, coordination of work efforts, and resource utilization, from inception to final remediation and after-action reporting.
• Apply approved SOPs to manage threat or target analysis of DCO information and produce intelligence within the network or enclave environment.
• Monitor external DCO data sources to maintain enclave situational awareness.
• Develop and maintain a network forensic analysis capability to enhance response, support, and investigation of significant incidents, providing insight into exploits, vulnerabilities, and TTPs used.
• Interface with external organizations such as public affairs, law enforcement, and inspector general offices to ensure accurate dissemination of incident and DCO information.
• Assist with risk analysis and management activities for the enclave.
• Track compliance audit findings, incident after-action reports, and recommendations to ensure mitigation actions are completed.
• Participate in program reviews and onsite certification evaluations.
• Coordinate with Incident Response and Infrastructure Support teams to meet requirements.

Skills on Resume: 

• SOP Management (Hard Skills)
• Policy Enforcement (Hard Skills)
• Incident Coordination (Soft Skills)
• 24x7 Response (Hard Skills)
• Guidance Publishing (Hard Skills)
• Situational Reporting (Hard Skills)
• Forensic Analysis (Hard Skills)
• Risk Management (Hard Skills)

Job Summary: 

• Be responsible for the effective implementation of the Incident Management process and execute the associated reporting procedures.
• Establish continuous improvement cycles where process performance, activities, roles and responsibilities, policies, procedures, and supporting technologies are reviewed and enhanced.
• Own the process and supporting documentation from both strategic and tactical perspectives.
• Approve all process changes and develop improvement plans.
• Ensure the design of the Incident Management process aligns with business needs and industry best practices.
• Promote and reinforce adherence to the process and policies associated with Incident Management.
• Keep the Incident Management documentation space updated.
• Collaborate with Continuous Improvement initiatives.
• Perform quality assurance checks on incidents logged in Zendesk.
• Identify potential problems and/or increasing trends of repetitive incidents.
• Create repeatable procedures and knowledge resources aimed at reducing the number of incidents.
• Develop and submit knowledge articles as playbooks for future cases.

Skills on Resume: 

• Process Implementation (Hard Skills)
• Continuous Improvement (Hard Skills)
• Process Ownership (Hard Skills)
• Change Approval (Hard Skills)
• Process Design (Hard Skills)
• Policy Adherence (Soft Skills)
• Quality Assurance (Hard Skills)
• Knowledge Management (Hard Skills)

Job Summary: 

• Collaborate with Legal to identify errors and omissions (E&Os) and log them accordingly.
• Manage and improve Zendesk capabilities for logging and reporting related to Incident, Problem, and E&O forms.
• Complete monthly incident management performance reports.
• Continuously analyze service performance indicators for incident management to identify and implement service improvements.
• Demonstrate implementation of better ways of working across the business.
• Carry out risk assessment and risk management activities.
• Provide problem-solving, troubleshooting, and Darwin expertise.
• Understand configuration best practices as per ID3 and coordinate delivery of client resolutions for non-standard bespoke client requirements.
• Understand Darwin in the context of client HR and payroll processes, and provide high-level analysis and recommendations based on benefit schemes to improve processes and reduce risk.
• Maintain and develop a broad technical knowledge of Darwin features, staying current with roadmap releases, bug reports, and future product updates.
• Stay informed about new enhancements and bug fixes by reviewing Darwin release notes.
• Be aware of bugs or technical issues within Darwin that could impact client operations.

Skills on Resume: 

• E&O Management (Hard Skills)
• Zendesk Administration (Hard Skills)
• Performance Reporting (Hard Skills)
• Service Improvement (Hard Skills)
• Risk Management (Hard Skills)
• Troubleshooting Expertise (Hard Skills)
• Configuration Management (Hard Skills)
• Technical Knowledge (Hard Skills)

Job Summary: 

• Monitor the operation of service processes such as incident management, request fulfillment, change management, and complaint management.
• Be responsible for the resolution of major incidents.
• Analyze the latest trends related to effective incident resolution.
• Ensure that problems are assigned to the correct resolver group.
• Maintain daily contact with global vendors and cooperate with them to ensure that service level targets are met.
• Work on the correct distribution of tickets for major incidents and problems.
• Actively participate in the implementation of changes and improvements in processes.
• Drive incident response activities, including investigations, identifying root cause, and identifying incident resolution.
• Coordinate response actions across multiple internal and external organizations, including drafting reports, assigning remediation actions, detailing, and implementing improvements.
• Continually improve the Incident Response function through post-incident retrospectives and soliciting feedback from partners within the security organization, as well as engineering and partner teams.

Skills on Resume: 

• Service Monitoring (Hard Skills)
• Major Incident Resolution (Hard Skills)
• Trend Analysis (Hard Skills)
• Resolver Assignment (Hard Skills)
• Vendor Collaboration (Soft Skills)
• Ticket Distribution (Hard Skills)
• Incident Response (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Manage the Major Incident and Critical Incident Management process.
• Maintain and implement the Disaster Recovery Plan.
• Work to resolve escalated customer and network faults, providing personal, accountable service.
• Drive carriers to provide levels of service to promote NPS scores.
• Communicate updates for the overall incident workflow to the wider management team.
• Produce post-incident reports on major incidents for customers.
• Coordinate closely with the regional Traffic Operations Center and engage with various highway responders such as law enforcement, fire department, emergency rescue, and towing and recovery companies.
• Respond to major traffic incidents to provide information and asset coordination for transportation authorities.
• Participate in traffic management planning for events that pose a large impact on the region (e.g., festivals, concerts, major highway construction/maintenance projects).
• Develop and maintain relationships among the highway responder community to strengthen interagency coordination and communication at traffic incidents.
• Facilitate after-action reviews to promote improved coordination between the responding agencies during traffic incident management.
• Conduct training for transportation authorities and partnering agencies on traffic incident management and highway responder safety.

Skills on Resume: 

• Incident Management (Hard Skills)
• Disaster Recovery (Hard Skills)
• Customer Service (Soft Skills)
• Carrier Management (Soft Skills)
• Workflow Communication (Soft Skills)
• Post-Incident Reporting (Hard Skills)
• Interagency Coordination (Soft Skills)
• Responder Training (Soft Skills)