John Morgan
- Role
- Major Incident Manager at HCLTech
- Location
- Dallas, TX, US
- LinkedIn followers
- 500 followers
About John Morgan
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Experience
Major Incident Manager
Mar 2021 — Present
As a Major Incident Manager (MIM) I\'m responsible for providing dedicated 24/7 service. I\'m responsible for lifecycle ownership of major incidents and coordinating service restoration efforts once an incident has been promoted to major incident.My Responsibilities include: · Participation in MIM vetting calls to ensure preparedness for potential major incidents.· Assume lifecycle ownership of major incidents which are handed off to me by upper I.T. management· Chair bridge calls and group chats to manage major incidents and coordinate resolution efforts.· Perform situation appraisal and coordinate with technical SMEs to formulate a resolution action plan.· Create and assign incident tasks to all resolver groups working on the incident.· Responsible for senior management communications throughout the incident lifecycle.· Engage participants and perform escalations as required in conjunction with upper management and subject matter experts (SMEs).· Ensure proper communications with peers and business groups involved in the major incident.
Skills
- Windows Xp
- Crm
- Sdlc
- Technical Support
- Project Management
- Process Improvement
- Business Intelligence
- Databases
- Microsoft Exchange
- Team Management
- Troubleshooting
- Business Development
- Network Administration
- Citrix
- Hardware
- Technical Recruiting
- Program Management
- Windows 7
- Professional Services
- Business Strategy
- Windows Server
- Microsoft Sql Server
- Security
- Servers
- Software Documentation
- Team Building
- Active Directory
- Strategic Planning
- Cloud Computing
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