Incident Coordinator (Lincolnshire, IL)
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POST DATE 8/25/2016
END DATE 10/15/2016
JOB DESCRIPTIONJOB DESCRIPTION
AON IS LOOKING FOR AN INCIDENT COORDINATOR
As part of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions as part of our Technology Business Management -TRACC (Technology Restoration & Availability Control Centers in Lincolnshire, IL. As an Incident Coordinator, you will report directly to the TRACC Incident Commander.
YOUR IMPACT AS AN INCIDENT COORDINATOR
To work in a 24X7 technology restoration and availability control center as an incident coordinator.
*Restoration of high severity incidents
*Lead and drive restoration calls
*Engage & drive restoration with required vendors
*Identify RCA for incidents & provide remediation plan to functional teams
*Driving the efficiency and effectiveness of the incident management process
*Producing management information, including KPIs and reports
*Monitoring the effectiveness of incident management and making recommendations for improvement
*Developing and maintaining the incident management system
*Driving, developing, managing and maintaining the major incident process and associated procedures
*Reviewing and auditing the incident management process
*Ensuring that all IT teams follow the incident management process for every incident
YOU BRING KNOWLEDGE AND EXPERTISE
*Bachelor s degree in computer science / information system or equivalent
*Prior experience of working as an incident coordinator in command center or equivalent setups
*ITIL certification is a plus
*Ability to work B shift 11 am 8 pm and backup on-all rotation.
*Experience with ITIL V3, specifically in the area of incident, problem and change
*Exposure to tools like BMC Remedy, Service Now
*Experience in managing and defining best practices based on the ITIL incident framework
*Strong written and verbal communication and relationship management skills
*Command and Control presence while managing critical incidents
*Maintains a professional demeanor and attitude while being assertive
*Ability to challenge information if the response does not fit the situation
*Extensive problem solving, organizational and project management skills.
*Extensive experience with standard desktop tools, including Microsoft Office.
*Ability to handle multiple priorities, professionally manage time while meeting deadlines in a fast paced, high volume environment
*Should be able to drive Incident restoration calls independently
*Attention to detail
*Good analytical skills and be able to correlate the issues
*Excellent problem solving and resolution skills
*Promoting process improvement
*Flexibility in work in night shifts
*Self-starter; ability to begin working with minimal coaching.
*Strong communication skills. Provides information to others both internal and external to the organization.
*Good decision making
*Ability to work independently as well as part of a team on multiple overlapping issues.
WE OFFER YOU
A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
OUR COLLEAGUE EXPERIENCE:
From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Careers
Aon plc (NYSE:AON) is the leading global provider of risk management, insurance and reinsurance brokerage, and human resources solutions and outsourcing services. Our more than 72,000 colleagues worldwide empower results for clients in over 120 countries with innovative and effective risk and people solutions and through industry-leading global resources and technical expertise. http://www.aon.com.
JOB NUMBER: 2420726
CATEGORY: Information Technology Group
LOCATION: United States, IL, Lincolnshire