Critical Incident Response Specialist
6 days ago
This high-visibility role involves leading complex incident response to safeguard critical technology services and drive swift recovery to minimize business disruption.
About the PositionYou will play a pivotal role in ensuring the resilience of essential technology services, coordinating response to high-priority incidents and driving rapid recovery to minimize business impact. You will also contribute to enhancing service performance by leveraging tools like ServiceNow and Power BI, and strengthening disaster recovery and continuity capabilities.
Key Responsibilities- Lead recovery efforts during disasters and critical incidents, ensuring timely restoration of critical services.
- Drive post-incident problem management to identify root causes and implement corrective actions.
- Plan, coordinate, and conduct disaster recovery and scenario exercises to validate service continuity.
- Support the development, governance, and continuous improvement of disaster recovery and technology continuity policies and practices.
- Collaborate with cross-functional teams, providing continuity and incident management expertise to align operational practices with cyber risk objectives.
- Contribute to broader Cyber Risk, Resilience & Assurance (CRRA) initiatives to strengthen organizational resilience and cyber maturity.
- Participate in the Critical Incident Management team, including rotation on the 24/7 roster, to respond to and resolve high-priority technology incidents.
- Broad, practical experience in Incident, Problem, and Service Continuity Management (ITSCM), with at least 5 years in Critical Incident Management and ITSM.
- Proven ability to coordinate technical and business resources to resolve complex issues efficiently.
- ITIL V3/4 Foundations certification or equivalent practical ITSCM experience; strong familiarity with ITSM tools (ServiceNow preferred).
- Demonstrated ability to command and control under pressure, prioritize conflicting demands, and work in a fast-paced environment.
- Strong analytical, verbal, and written communication skills, with the ability to influence, negotiate, and build effective relationships at all levels.
- Understanding of the energy industry and operational technology, with a client-focused mindset and commitment to optimizing service recovery.
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