صاحب العمل نشط
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيحالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيلم يكشف
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About the role
Major Incident Manager drives high critical/severe critical incidents to resolution for the customer. Contacting, liaising and driving the applicable stakeholders for each such incident. The MIM also provides a timely Major Incident report, contributes to Problem investigations, provide updates to customer and company stakeholders as per agreements. The MIM would also ensure that applicable incident is also escalated/ raised to the next level as required. The MIM will have knowledge and experience from the following areas: senior level Incident Management or Recovery Management skills from a global large scale complex multi-platform environment and knowledge of ITIL processes, with crisis management / problem solving skills and experience of managing senior stakeholders as well as understanding support systems and processes.
Role Description :
Responsible for driving, managing and co-ordinating the response to all Major and High priority incidents
Ensure that all incidents are resolved efficiently and services restored as quickly as possible
Responsible for clarifying the priority of incidents in order to execute the level Incident Management or Major Incident Management Process.
Responsible for timely communications to internal stakeholders and resolver teams
Responsible for chairing and driving Technical and/or Management conference bridges up to Executive Director level
Responsible for internal and/or vendor escalation up to Executive Director level
Lead and/or Contribute to effective Major Incident Reviews produce Major Incident Reports, as well as input to the Change and Problem Management Processes as required
Single Point of Contact for internal stakeholders for all High Priority Incidents
Incident Management of some lower priority incidents
Produce statistics and status reports for Major and High priority incidents
Quality assurance of all Major and High Priority Incident tickets within Service Now
Key Accountabilities
Working within a team covering 24/7, 365 days across the globe.
Understanding of incident management systems
Analysis ability, problem solving and decision-making skills
Ability to influence and lead technical conversations with various technical resolver teams
Written and verbal communication and presentational skills
Essential Knowledge, Experience and Skills
ITIL Foundation certified, ideally to ITIL v3.0
Good understanding of Incident management systems
7+ years in an Operational environment
Ability to understand technical information and relay in business terms
Understanding of working to SLA's ensuring minimal impact to business
Ability to work effectively under pressure and remaining calm and focused under pressure/ in stressful situations
Preferred backgrounds would be in Production or Manufacturing
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