Systems Incident Consult

Location : Location US-GA-Columbus
Posted Date 1 month ago(6/3/2020 3:12 PM)
# of Positions

Position Summary

Responsible for ensuring that incidents with potential or actual significant impact to the business are dealt with efficiently and with minimum disruption to the business or operations. Will support other IT Service Management processes within Digital Services, particularly Event Management, Change Management and Problem Management. This role will implement major incident management processes to include incident identification, ownership, escalation, and resolution. This position will work with technical and non-technical staff managing major incident resolution and utilizing standard methodologies to ensure that affected parties receive timely communications. Will be responsible for establishing Standards and Procedures that maximize operations responses to encountered incidents and minimize service availability interruptions.


Communicates with all levels of management regarding Priority 1 and Priority 2 Major Incidents


Supports rotating on-call support for Major Incidents (24x7)


Performs initial Priority assessments and mediate Priority assessment disputes for Major Incidents


Drives Major Incidents through to resolution


Facilitates on Major Incident conference bridges and takes responsibility for ensuring that the information shared on the bridge is clear and concise


Ensures communications are sent to stakeholders at regular intervals and within expected



Identify areas requiring improvement from a procedural, technical or cultural perspective, capturing

These issues and progressing them via a Post Incident Review or other channels as appropriate


Recording a detailed chronology of the incident for use in post incident reviews and for Root Cause



Develops strong reciprocal relationships with key partners across the company and represents the Digital Command Center in multi-functional teams


Ensures the correct resources are working on the resolution of major incidents appropriate to the severity, and identifies when escalation is required and triggers such escalation accordingly


Acts as a liaison between the department and other departments and/or divisions; facilitates collaborative efforts particularly on initiatives that involve shifting of customer-facing support to the IT

Service Center or to self-service


Identify and implement service efficiencies to reduce operational expenses


Develop new and leverage existing tools, dashboards, and Application Performance Management technologies to improve responsiveness and/or introduce automation to improve customer experience


Serves as the subject matter expert in performing complex support of most customer products; works on projects as a project team member or lead, and may participate in project planning and requirements


Contribute to design and development of the Incident Management process, including making recommendations on tooling requirements and reports


Participates in the development and communication of solutions for client service improvements, including but not limited to documenting instructions, process improvements, solutions, technical articles, white papers, and proposals


Leads or facilitates team-based improvement projects; acts as liaison, coordinating activities and resolving issues between teams, departments, divisions, agencies, vendors, etc. in an attempt to maintain effective working relationships, correct discrepancies, and resolve issues that develops from day-to-day operations; communicates customer needs, inquiries and deficiencies to management, and makes recommendations to improve services


Maintain team portal and SharePoint pages to ensure information provided to the company is accurate and succinct


Assists and monitors the support of the department’s daily workflow, outage communications and



Possesses and applies expert knowledge of operational principles, practices and procedures, and operates as the subject matter expert with substantial latitude for independent action or decision making regarding the day-to-day services provided to the business unit or operational functions and team processes; interprets and applies division and organizational policies and procedures, and recommends changes or enhancements to procedures or processes


Performs other duties as required


Education & Experience

Bachelor’s Degree, Computer Science or Information Systems or related field, ITIL Foundations, Five to seven years of experience in an IT or technology related field, Working knowledge of basic to complex hardware and software products, problem-solving, and troubleshooting skills, Knowledge of the latest technologies obtained by attending training and conferences, Extensive knowledge of Aflac’s products/services and systems or an equivalent combination of education and experience.


Job Knowledge & Skills                       

  • Excellent oral, written and interpersonal communications and team facilitation skills to effectively interact with management, and internal and external customers
  • Assertiveness: Must be able to step in and speak up to control the path of investigation. This includes ability to advocate a position when challenged and not allow advanced positions to influence the path of investigation other than in accordance with best practice and group policies and procedures
  • Flexibility to continually work under changing and different work scenarios
  • Ability to work under pressure
  • Distributed Processing – Intermediate
  • Mainframe Computing – Basic
  • Data Standards – Intermediate
  • Project Management Tools – Basic
  • Microsoft Office – Intermediate
  • SharePoint – Intermediate
  • New Business Processes – Intermediate
  • Troubleshooting – Advanced
  • Change Management – Basic
  • Incident Management – Intermediate
  • Ownership & Initiative – Advanced
  • Problem Management – Intermediate
  • Monitoring Tools & Technologies- Intermediate
  • Community Collaboration – Intermediate
  • Data Trend Analysis and Interpretation – Intermediate
  • Performance Analysis and Forecasting – Intermediate
  • Statistical Analysis – Intermediate

Core Competencies

Action Oriented, Customer Focus, Adaptability, Listening, Ethics and Values, Integrity and Trust


Functional Competencies

Approachability, Decision Quality, Presentation Skills, Intellectual Horsepower, Functional/Technical Skills, Technical Learning, Conflict Management, and Dealing with Ambiguity


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