Overview
*job role*: major incident management*
*location*: guadalajara, jalisco - mexico*
*experience and technical skills*
- to coordinate conference calls that are conducted for all major incidents (service interruptions/outages), along with documenting everything that occurs on the call within the major incident ticket.
- answer incoming calls into the availability command center.
- initiates and coordinates conference calls for all major incidents.
- engages all necessary personnel and technical support teams and brings them onto the conference call.
- acts as a liaison between the technical support teams and the service desk.
- responsibility for ensuring documentation on the incident record (in infra) is accurate and reflective of the work performed by all technical support during the event.
- works closely together with the major incident manager (mim) for each event the
*required skills*:
- excellent communication skills
- great communicator - great listening skills
- great writing skills and technical documentation skills.