Associate, Business Incident Management

Operations Support Dallas, Texas Tampa, Florida


Associate, Incident Management

The Associate, Incident Management is responsible to partner with Information Technology and business areas to provide incident oversight, management and engage the stakeholders as decisions are required, and the potentially impacted lines of business. The incumbent will be responsible for communicating status throughout the incident keeping the appropriate business leaders informed.  S/he will ensure incidents are properly document and after conclusion work to establish financial impacts of each incident.

Responsibility Statements:

Establishes criticality of each incident based on established internal metrics; along with business knowledge of impacts to departments, organization and customers.

Ensures timely communication from initial start of incident, status updates through resolution of all incidents

Coordinates and facilitates actions to support incidents, including website and IVR messaging updates to notify customers, ENS and emails communications to support internal, etc

Documents key actions, details and decisions during bridge, leadership calls and through incident until resolution.

Assists business lines in identifying and quantifying potential impacts resulting from disruptions and disaster scenarios

Partners with problem management to provide key details to assist in root cause analysis

Ensures proper procedures and escalation procedures are followed and correct support team are engaged

Participates in on call support during evenings and weekends and holidays as needed

Assists in establishing and maintaining procedures and process flows for Incident Management team

Creates, documents and maintains playbook for different incident/disaster scenarios to provide team with process to ensure proper handling of each situation

Maintains email and contact lists of business leaders and key stakeholders

Partners with technology teams to provide incident reporting to operations leadership