Basic Information
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Job Type
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Description and Requirements
- They work closely with the Incident Manager to ensure that incident information is accurate.
- They then use the collected information to craft a concise, high-quality summary of the incident along with key event log details, which they publish in the Major Incident Reporting Application (MIRA) OneNotify.
- The Communications Prime uses MIRA OneNotify to issue timely notifications and to keep track of notifications that are due Monitoring the Report Major Incidents portal queue for new escalations Monitoring our team’s other incidents intake channels (Chat, Email, Tel) for any new potential major incidents reporting Monitoring event tracking platforms for operators’ and utilities’ outages, weather events, wildfires, flooding, etc, to maintain team awareness
- Accepting trouble ticket assignments Initial impact and priority assessment Creating new MIRs when needed
- Update the Major Incident Record (MIR) with key incident information Write concise, high-quality summaries, event logs and bridge notes Collect Voice of the Customer
- Publish internal external notifications and whiteboard/dashboard postings on schedule (Incl. but not limited to: proactive outage notifications (Rooster), TSS IVR postings and community response communications)
- Coordinate communications with incident management stakeholders Relaying monitoring and other event information to the technical recovery bridge Keep track of notification deliveries
Additional Job Description
- Responsible for drafting and sending official, internal incident communications to subscribing stakeholders across the organization.
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