Outage Response Coordination, Lead

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:Job Summary: The Outage Response Coordination Lead Act as a subject matter expert is responsible for providingcoordination for all IT groups for escalated incidents related to existing operational groups and thosenewly implemented or in the process of being deployed.This role is typically a senior technical responder. They are responsible for developing theories aboutwhat's broken and why, deciding on changes, and running the technical team during the incident.Communicate updates to IT and Operations management and other team members, document keytheories and actions taken during the incident for later analysis, participate in incident postmortem,page additional responders and subject matter experts.Job Responsibilities: Create, capture, organize, and assess knowledge assets for enterprise use. Investigate and diagnose incidents to restore a failed iT service/Process as quickly as possibleDocument troubleshooting steps and service restoration details in the Outage Response PlaybookLiaison between multiple departments and sometimes Ubiquity’s clients.Identify Incidents in need for review following major incidents that would be nominated for Problem ManagementCoordinate with cross-functional organizations to align Incident Management strategyPromote the use of Incident and Outage Response management tooling and processes to facilitate sharing of knowledge.Build and drive the culture of knowledge sharing within site operations and serve as the advocate for Outage Response initiatives within site operationsSupport the development and implementation of training on ITIL processes and tooling.Create and review KPIs for adoption, usage of premier (high-value, frequently used) IMcontent, and summarize benefits, outcomes, and improvement opportunities for the organization.Evaluate, revise, and continuously improve the IM Framework workflow and procedures as the organization scales.Lead Incident and Outage Management (IOM) Framework implementation within site operations and share learnings and best practices broadly within the organization.Bring relevant industry insights to incorporate into the IOM Framework. Design and develop incentive mechanisms to acknowledge and highlight active participants.Job Qualifications: (Knowledge, Skills, Experience) 6+ years of current proven experience in implementing IOM strategies.Very Strong Experience with IT Service Management, ITIL and other best practice frameworkExperience in building IOM programs in the technology industry or within technical group within a large, global organization.Experience communicating with and influencing senior leadership as well as framing discussions to gain valuable feedback and experience.Proven experience in leading teams to deliver impact.Managing a team that implemented an incident outage management frameworkWhat we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.