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Essential Responsibilities:
Minimum Qualifications:
Key Responsibilities:
1. Single Point of Contact within the Event Incident Response Team (IRT)
2. Support for AM, CSM Teams, and Front Office Servicing
4. Lead SE Core Team in Remediation Activities
5. Escalation to Business Continuity Response Leadership (BRCL)
6. Timely Communication to SE Stakeholders
Provide regular updates to SE stakeholders (AMs, CSMs, leadership, etc.) as per established Incident Protocols.
Deliver clear and transparent communication regarding decisions, updates, estimated resolution times, and required actions—including teammate talking points via UM and RCA documentation for CSMs.
7. Decision-Making for SE in the Incident
Ensure decisions reflect strategic objectives and uphold service standards.
8. Root Cause Analysis (RCA) and Mitigation Plans
Drive preventative actions and corrective measures to safeguard future operations.
9. Impact Assessment and Postmortem Documentation
Lead postmortem reviews to inform continuous improvement initiatives.
Qualifications and Skills:
Communication: Proficient written and oral communication skills; calm, polite, and professional demeanor.
Conflict Management: Proven experience managing conflict and resolving issues effectively.
Adaptability: Service-oriented, adaptable, and resilient to dynamic incident scenarios.
Accountability: Results-driven with a strong sense of personal accountability.
Detail-Oriented: High attention to detail, quality control, and process adherence.
Analytical Thinking: Advanced skills in analyzing data, defining insights, and presenting metrics (e.g., KPIs).
Interpersonal Skills: Strong listening skills, ability to build rapport, and proactive awareness of internal and external challenges.
Additional Requirements:
Flexibility to handle incidents beyond standard working hours—incidents don’t adhere to a 9-to-5 schedule.
Travel Percent:
The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit .
The US national annual pay range for this role is $76,500 to $126,500
Our Benefits:
Any general requests for consideration of your skills, please
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