ECC Team Member - Incident Management

JD Engineering Command Center Team Member

The position is for an experienced Engineering Command Center Member within the Enterprise Technology Operations

organization (Core Engineering Business Unit). The individual will be part of a new team that is responsible for managing

the Engineering Command Center (ECC), monitoring technology incidents that may trigger the ECC, managing /

coordinating the technology command center, communicating to senior stakeholders till closure based on defined

procedures.

This position works closely with many global teams demanding active involvement in response & risk management, not

only to adherence global standard procedure across the globe, but also ensure regional requirements are adhered to

where applicable.

RESPONSIBILITIES

Incident / Command Center Management:

Part of the team responsible for monitoring incidents that may trigger the ECC, by collaborating with various

teams in Engineering, determining business impact, assessing risk and driving of incidents towards resolution

Coordinate with Firmwide Crisis Management Center (CMC) on incident / crisis response; Ensure seamless

global / regional coverage and coordination

Assess and review the impact of the crisis event; drive the discussion of the recovery actions, including the

recovery sequence and prioritization

Set up and host checkpoint calls for Engineering leadership and stakeholders. Publish regular status update

communications via email and collaboration tools

Assist senior Engineering leadership in decision making; Drive the discussion of mitigation steps and ensure

roles and responsibilities are understood by various stakeholders

Assist in writing and reviewing post-mortem reports related to the crisis event by collecting timeline,

mitigation steps, root cause analysis and document follow-up action items

Assist in large scale crisis simulation exercises as per direction from business continuity planning teams.

SKILLS/ EXPERIENCE

Incident Management:

Proven experience in responding to and managing critical technology incidents including incident and risk

assessment, communications, co-ordinations across global / regional, cross-function groups, incident resolution and

business prioritization

Strong communicator with ability to provide status and risks in a direct and open manner and enforce

standards, process and control

Ability to manage multiple issues simultaneously in high pressure

Experience in acting as a liaison in global efforts and multiple organizations

Anticipates potential obstacles and develops contingency plans to overcome them

Solid understanding and awareness of risk management, infrastructure and application stack

Deep knowledge of Incident Management industry standards and practices (e.g. ITIL)

Problem Management:

Ability to define, collect and analyse defined incident/problem data sets and produce clear presentations

showing trends

Ability to work independently, analyze problems and make decisions with relevant management intervention

Provide a level of governance, discipline and process standardization for data and root cause analysis

Build and maintain stakeholder engagement to help drive remediation efforts to address issues/problems/risks

identified

Drive development teams and/or stakeholders to remediate the issue(s) identified (continuous service

improvement)

Drive transformation opportunities within and across ETO, where applicable and appropriate

Evaluate, recommend, steer towards building efficiencies & automation. Strive for globally consistent processes

at all times.

Identifies inconsistencies or discrepancies that are not obvious

262 East Main Street, Rockaway, NJ 07866 USA

Office: (973) 586-1817 Fax: (973) 346-1096

Email: TalentAcquisition@77soft.com

Website: www.77soft.com

Business Continuity Management:

Ability to understand the business continuity plans and assisting with managing simulations of large crisis

events

Ability to work on table-top drills for business continuity exercises

Other Skills:

Manages expectations, building agreement for milestones, timelines and measures of success

Takes a broad organizational view when solving problems.

Understands how decisions are made, and influences decisions by effectively communicating the meaning,

impact, and parameters of technology opportunities and risks.

Ability to manage and interact in a matrix organization, ability to develop and maintain good working

relationships.

Be a strong agent for change. Be able to facilitate new processes and standards that could impact working

environment / culture

The ability to work within an open, consensus-based organization

Work effectively both independently and as part of a team, self-motivated and deadline driven

Strong customer service orientation

Individual must be goal oriented, and be able to work with others to achieve goals

Individual must be able to handle multiple interrupts and be able to multi-task effectively

Individual must be able to deal with a highly demanding client base and set client expectations appropriately

Prior experience of working in mission critical 24x7 environments.

QUALIFICATIONS

Certification/Licensure: ITIL or equivalent ITSM qualification preferred but not essential.

A good understanding of enterprise applications and IT Infrastructure & Operations is essential