Major Incident Manager – Process Management Team
- BYDGOSZCZ, Poland
- Salary negotiable
- 7 applications
- Job type: Temporary, full-time
- Date:
- Reference: 22825549
Job Description
Major Incident Manager – Process Management Team
Location: Bydgoszcz – work model 3/2 (3 days in the office, 2 Work from home)
Job Description
The Major Incident Manager is accountable to actively participate and support the delivery of end-to-end services in line with customer and internal SLAs/KPIs.
Working within the Major Incident Management process community, the Major Incident Manager will either be:
• Responsible for the complete process adherence and handling of major incidents according to SLAs.
• Responsible for the approval of Major Incidents and overall owner of the major incident until resolution.
• Responsible to establish Technical & Business War Rooms as required.
• Responsible to act as an escalation point to expedite incident resolution.
• Responsible for Customer Satisfaction throughout the escalation.
• Responsible to represent our Client to the client (valid for nightshift/weekend/holidays) Agrees issue definition, action plan and success criteria with customer (during emergency mode).
• Responsible for information dissemination of major incidents.
• Accountable to get approval for needed emergency changes.
• Responsible for the appraisal of customer and our Client business situation for action and contingency planning.
• liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets.
• In conjunction with Problem Manager ensure quality and usage of knowledge base.
• Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution of major incidents and contractual fulfillment.
• Participate in the review of P1 incidents and Major Incident situations.
• Ensure that Major Incident Management KPIs are reported and their targets met
• Addresses RCA responsibility.
• Build strong linkages with all core ITIL processes as part of the end-to-end process.
• Act as a mentor to other core ITIL Process for continued Major Incident Improvements.
Job Requirements
Mandatory
• German and English Speaking (B2 at least)
• Minimum 3 years ITIL Operational experience in the Incident Management process.
• Bachelors degree in Computer Science, IT or Telecommunication or equivalent in working experience
• Ability to work independently and take decisions where necessary.
• Having a strong character, can do attitude and possess a quality driven and customer focused mindset
• Successful delivery against commitments and deadlines.
• Ability to work in tight deadlines and the ability to maintain focus whilst under pressure.
• Ability to identify problems and work to resolution (see things through) and motivate others to complete tasks on time.
Additional
• Is truly interested in process management and passionate in continual improvement
• Motivated self-starter, with a keen interest in developing and implementing the best practice, creative solutions to the services and the business
• Competent with Microsoft Office, Microsoft Excel, Microsoft Word.
If you are interested in getting more details please send your CV to:
marta.czerniawska@reedglobal.com
Major Incident Manager – Process Management Team
Location: Bydgoszcz – work model 3/2 (3 days in the office, 2 Work from home)
Job Description
The Major Incident Manager is accountable to actively participate and support the delivery of end-to-end services in line with customer and internal SLAs/KPIs.
Working within the Major Incident Management process community, the Major Incident Manager will either be:
• Responsible for the complete process adherence and handling of major incidents according to SLAs.
• Responsible for the approval of Major Incidents and overall owner of the major incident until resolution.
• Responsible to establish Technical & Business War Rooms as required.
• Responsible to act as an escalation point to expedite incident resolution.
• Responsible for Customer Satisfaction throughout the escalation.
• Responsible to represent our Client to the client (valid for nightshift/weekend/holidays) Agrees issue definition, action plan and success criteria with customer (during emergency mode).
• Responsible for information dissemination of major incidents.
• Accountable to get approval for needed emergency changes.
• Responsible for the appraisal of customer and our Client business situation for action and contingency planning.
• liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets.
• In conjunction with Problem Manager ensure quality and usage of knowledge base.
• Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution of major incidents and contractual fulfillment.
• Participate in the review of P1 incidents and Major Incident situations.
• Ensure that Major Incident Management KPIs are reported and their targets met
• Addresses RCA responsibility.
• Build strong linkages with all core ITIL processes as part of the end-to-end process.
• Act as a mentor to other core ITIL Process for continued Major Incident Improvements.
Job Requirements
Mandatory
• German and English Speaking (B2 at least)
• Minimum 3 years ITIL Operational experience in the Incident Management process.
• Bachelors degree in Computer Science, IT or Telecommunication or equivalent in working experience
• Ability to work independently and take decisions where necessary.
• Having a strong character, can do attitude and possess a quality driven and customer focused mindset
• Successful delivery against commitments and deadlines.
• Ability to work in tight deadlines and the ability to maintain focus whilst under pressure.
• Ability to identify problems and work to resolution (see things through) and motivate others to complete tasks on time.
Additional
• Is truly interested in process management and passionate in continual improvement
• Motivated self-starter, with a keen interest in developing and implementing the best practice, creative solutions to the services and the business
• Competent with Microsoft Office, Microsoft Excel, Microsoft Word.
If you are interested in getting more details please send your CV to:
marta.czerniawska@reedglobal.com
