Major Incident Manager

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Angajator: Capgemini Iasi
Domeniu:
  • IT Hardware
  • IT Software
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • Iasi
  • Actualizat la: 14.09.2017

    1. POSITION PURPOSE AND SCOPE OF WORK:
    • Asses business impact and urgency, declare Major Incident or escalates potential triggering of business continuity procedures or disaster recovery invocation scripts;
    • Coordinate the process of the service restoration or impact reduction;
    • Ensures that cross-SDO incidents are resolved effectively securing end-to-end Service Level Agreement;
    • Identifies and takes control of unallocated incidents . ‘gray space’;
    • Acts as escalation point for SDOs where resolution ownership is disputed;
    • Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes. Provides consistent communications in scope of the process and services;
    • Provides high quality reports and communications;
    • Ensures that customer’s business interests are maintained over and above those of any specific SDO;
    • Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers;
    • Identifies and escalates operational issues and drive resolution working directly with the client and SDOs;
    • Facilitates and coordinates operational and management oriented meetings;
    • Own send-to-end outage and business notifications;
    • Provides technical & non-technical support for Major Incident response Teams;
    • Participates in continuous service improvement;
    • Is aware of the service performance and supports improvements implementation.

    2. REQUIREMENTS:
    • Excellent English communication skills, both written and verbal;
    • Proven experience, knowledge and demonstration of Problem Management, Incident Management and Change Management integration;
    • Awareness of root cause analysis concepts;
    • Ability to facilitate and coordinate technical MIRTs;
    • Ability to produce necessary detailed documentation following MIRTs;
    • Ability to influence the tasks needed to resolve high priority incidents;
    • Ability to manage and collaborate with virtual teams.
    • Ability to handle escalations in a timely and effective manner;
    • Ability to function relatively unsupervised as an independent contributor or as a team member;
    • Knowledge and utilization of ITSM, EARS and other Capgemini tools used to support client data;
    • Knowledge of ITIL framework best practice.
    • Analytical and methodical approach to working;
    • Good organizational skills, ability to maintain high level of accuracy and to work to tight deadlines;
    • Flexible, well-motivated team player, ability to work with minimum supervision and perform under pressure;
    • Can do attitude;
    • Assertive and self starting with ability to prioritize and manage multiple tasks

    3. WORK SHIFTS PATTERN:

    In shifts, including night shifts.