The Incident and Business Continuity Professional, working under limited supervision, is responsible for the company's Incident management practice, business continuity and disaster recovery support. The role leads the Incident management practice at a strategic and tactical level, ensuring that the vision, goals and objectives are clearly established and executed accordingly. The role also collaborates in projects focused on IT service management, business continuity, disaster recovery and business impact analysis. The role works on the IT Service Management team and supports the Business Continuity and Disaster Recovery Function which ensures that operations are maintained or restored in the event of adverse events such as natural disasters, technical failures or human error.

• Provides direction and best practices for managing major incidents across IT and the Enterprise.
• Manages and coordinates the response to any incidents and/or disruptions that affect more than one key company resource (e.g., people, property, technology) and may require the implementation of a Business Continuity Plan (BCP) and documentation.
• Builds and maintains working relationships and processes across all resource-specific incident management roles (people, real estate, and technology).
• Leads the incident management practice and process of documenting resolutions in the ticketing system to include but not limited to correspondences with the customer, problem analysis, troubleshooting performed and resolution and ensures proper closure of issues.
• Supports and engages in service level availability, reporting metrics and trend analysis in support of IT Service Management.
• Manages and monitors the resolution of deficiencies identified during major incident reviews (MIR), disaster recovery tests, BCP design, testing and implementation and assists in testing compliant business critical processes systems, applications, and data recovery plans.
• Supports the Business Continuity and Disaster Recovery function, by working closely with the Senior Professional, to ensure that vision, goals and objectives are clearly set and implemented.
• Supports Business Continuity Senior Professional in the development and maintenance of Business Impact Analysis (BIA) and Business Continuity Plans (BCP) documents for all identified business units and ensures their approval.
• Supports a comprehensive Disaster Recovery exercise report captures actual timelines of events, identified gaps in recovery and opportunities for improvement.
• Maintains knowledge of incident management, business continuity and disaster recovery principles and best practices through research, industry networking and conference attendance to share knowledge, trends and improvements across the organization.
• Keeps current with industry and product advances and serves as a subject-matter expert performing technical leadership on a variety of issues and initiatives.

• 3-5 years of experience in IT Service Management, Business Continuity, Disaster Recovery or a related field.
• Bachelor's degree in business or a related field and/or commensurate work experience.