Facilitate all activities necessary to communicate incidents to resolution for all priority 1 and 2 incidents.
Monitor and report on all incidents affecting TiVO Services, raise the profile of ITIL best practice and promote the benefits of Incident Management process. Chairing the Incident Management reviews to identify opportunities for improvement related to Incident resolution.
Advocate the Incident Management process and objectives to help facilitate high quality communications for service impacting incidents.
Identify the priority and criticality of incoming alerts that are a P1/P2 Incident, and prioritize appropriately.
Maintain order and control of incident mitigation and communication efforts on telephone bridges
Responsible for meeting SLA’s related to service availability and response times to service requests and incidents
Escalate significant issues to service, network or other operations engineers
Review and approve change requests
Chair the daily AM Incident Review meeting
Write clear and concise operational Runbooks
Lead by example, deliver results and eliminate missed opportunities.
Develop and contribute to internal knowledge bases
Excellent process creation, analysis and problem-solving skills as it relates to incident control
Persistent, result oriented, and a self-starter.
Organizational agility - the ability to work in a productive and cooperative way with a variety of people ranging from VPs to individual contributors and support staff
Customer Focus / Relationship building with cross functional teams
5 or more years of experience in technical operations, Incident handling
Excellent verbal and written communication skills, problem solving skills, customer service and interpersonal skills
Must be service oriented and experienced in creating a process-oriented environment
ITIL Certification and experience with ITIL based processes in the areas of Incident Management
Ability to analyze information quickly, problem solve, and make quick decisions
Technical background & certifications are a plus: Unix/Linux, Networking, (ETC ETC)
TiVo - 24 months ago