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Burgeon IT Services - Wilmington, DE
posted 2 months ago
Full-time - Mid Level
Wilmington, DE
About the position
The Major Incident Engineer is responsible for managing and resolving major incidents that impact business operations. This role involves facilitating troubleshooting calls, documenting incidents, communicating with leadership, and generating after-action reports. The engineer will also recommend corrective actions and assist in problem management activities, ensuring effective communication with customers and end users.
Responsibilities
- Review proposed major incidents and assess validity based on business impact.
- Facilitate troubleshooting bridge calls to drive issues to resolution.
- Document activities and discussions around major incidents.
- Communicate throughout any event to required levels of leadership.
- Generate and distribute an After-Action Report for every major incident.
- Recommend corrective actions to the problem process for postmortem discussion.
- Review and correct SOPs/documentation as requested.
- Facilitate a daily operations call reviewing previous major incidents and upcoming changes.
- Consolidate and provide daily reports reviewing incidents, changes, and problems within the environment.
- Assist in problem management activities and processes as needed.
Requirements
- 3+ years of experience as an Incident Management Engineer.
- Good communication skills to interact with both customers and end users over phone and through email.
- Flexible to work in any shift.
