Job Description
Position:Major Incident Manager
Company: RGA
Location: 100% remote from Latin America
Contract: Contractor
We are seeking two dedicated Major Incident Managers to join our team, covering critical hours to ensure operational excellence and seamless incident resolution. These positions will play a key role in driving major incidents to resolution while maintaining clear and effective communication with stakeholders. Additional responsibilities include performing retrospective analyses of incidents, creating and managing problem tasks, and supporting regular incident management processes during downtime.
Position Details:
- 1st Shift: 3 PM (CDT) – 11 PM (CDT)
- Location: Nearshore candidates in PST/MST/CST time zones.
Key Responsibilities:
- Major Incident Management:
- Drive major incidents to resolution with urgency and precision.
- Act as the primary communicator for stakeholders, providing timely updates and ensuring alignment throughout the incident lifecycle.
- Post-Incident Analysis:
- Conduct retrospective analyses with affected teams within 24 hours of incident resolution.
- Identify root causes and document findings to create actionable problem tasks.
- Problem Management:
- Drive problem tasks to completion by collaborating with relevant teams and ensuring timely resolution of underlying issues.
- Incident Management Support:
- During downtime, assist support groups with regular incident management processes to maintain operational stability.
- Continuous Improvement:
- Contribute to the development and enhancement of incident and problem management processes.
- Collaborate with cross-functional teams to implement lessons learned and improve incident response practices.
Key Skills & Qualifications:
- Essential Skills:
- Exceptional communication skills, particularly in spoken and written English.
- Strong organizational abilities with a keen eye for detail.
- Demonstrated ability to focus and remain calm under pressure.
- Proactive troubleshooting capabilities and a results-oriented mindset.
- Experience:
- Proven experience in major incident management and incident management.
- Basic understanding of problem management and root cause analysis.
- Familiarity with ITIL processes is a plus.
- Tools:
- Experience using incident and problem management tools and platforms.