Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

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Role Overview:

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Major Incident Management (MIM) is a critical role in IT Service Management (ITSM), especially in organizations that rely heavily on technology. The primary goal of MIM is to quickly restore normal service operations when a major incident occurs and to minimize the impact on business operations.

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The Major Incident Manager is responsible for managing high-impact IT incidents from initiation through resolution. They coordinate response efforts across teams, ensure effective communication with stakeholders and drive the incident to closure.

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Key Responsibilities:

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Incident Coordination:
Lead the response to major incidents, ensuring timely resolution
Facilitate bridge through engagement of technical teams, vendors, and third parties as needed

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Drive incident to facilitate issue resolution by leading technical troubleshooting through the use of historical evidence and documentation

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Lead and engage resources to effectively identify troubleshooting and remediation paths to minimize downtime

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Escalating according to standard procedures and according to degradation and reported impact relative to current progress to remediate outage
 

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Communication:
Provide clear, accurate and timely updates to stakeholders, including executives during the incident’s lifecycle
Communicating limitations and roadblocks to internal stakeholders to facilitate effective decision making

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Gain understanding between involved parties to ascertain impact and relay information to engage appropriate resources to effectively troubleshoot

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Documentation:
Providing accurate documentation for incident records, including timelines, technical updates, impact analysis, and resolution steps.
Produce post-incident reports that facilitate Root Cause Analysis (RCA).

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Ensure accurate, reliable and actionable documentation is created on every interaction
 

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Process Improvement:
Identify trends and recurring issues and report to leadership
Propose and implement improvements to the Major Incident process
 

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Compliance & Governance:
Ensure adherence to SLAs and internal governance policies.

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Required Skills

\n\n Strong understanding of incident, problem, and change management processes\n Good understanding of enterprise technologies in a multi-tiered environment\n Ability to manage multiple priorities and make quick, data-driven decisions under pressure.\n Effective communicator at all organizational levels\n Excellent communication, coordination, and problem-solving skills.\n Strong analytical skills and attention to detail.\n Familiarity with major incident escalation protocols and technical troubleshooting\n\n

Qualifications

\n\n Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)\n 1+ years of experience in IT operations or technical support\n Strong understanding of incident management and ITIL practices.\n

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

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For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.