What you’ll be doing...

This role will revolve around major crisis and incidents including notification of interested parties, gathering information, confirm situation, form restoration team, develop communication plan, hold initial planning meeting, issue update statements, allocate additional resources, follow standard incident procedure, decide whether to involve service continuity plan, release unnecessary members of restoration team from incident assignment and recall team.

  • Design, implement and manage the Incident Management process including creating and updating all Incident Management documentation.
  • Customer impact: work with customer to understand their business. In conjunction with the customer, identify the critical applications and services.
  • Conducting awareness campaigns and training on the Incident Management process.
  • Manage large scale global and enterprise technology incidents.
  • Direct activities and establish command and control during incidents.
  • Ensure Executive status updates are provided during recovery activities.
  • Coordinate and drive all activities during the incident on the incident bridge to meet or exceed customer specifics SLAs.
  • Ensure that scenario based escalation lists are established and maintained and implemented as appropriate.
  • Oversee post incident reconvene meetings through to root cause, to request teams to engage vendors.
  • Ensure that event details are gathered to provide necessary communications to customer and VZB teams.
  • Assist with audit of the Incident Management Process to support Continual Service Improvement.

What we’re looking for...

You'll need to have:

  • Associate’s degree or two or more years of work experience.
  • Three or more years of relevant work experience.
  • Experience in Network, WAN, LAN, Voice, Data Center, and Security or Applications support.
  • ITIL v3 Foundations experience.
  • Experience managing large scale technology incidents.
  • Willingness to work a flexible schedule, including nights and weekends as necessary.

Even better if you have:

  • A degree in Computer Science or in a related field.
  • Excellent interpersonal skills.
  • Strong written and verbal skills.
  • Business awareness.
  • Strong customer focus.
  • Ability to work under pressure.
  • Ability to understand complex business processes and technical environments.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.