Offer description

Major Incident Manager within Application Support & Maintenance.
As part of a wider global team, the role will operate Monday to Friday covering the UK shift with the principal aim of restoring normal service operations as quickly and effectively as possible to minimize the adverse impact on business operations.

The Accountabilities of the Major Incident Manager is:
Owning the e2e process to resolve critically impacting incidents.
Monitoring trends to identify potential major incident scenarios.
Triaging & prioritizing incidents based on impact & urgency.
Ensuring all technical resources (internal & external) are contributing and focused on resolution actions.
Ensuring all key stakeholders receive initial, update, and resolution communications.
Lead a Major Incident Review to provide a postmortem, after the resolution, to identify areas for improvement.
Conduct customer satisfaction reviews (CSAT) to identify areas of service improvement.
Develop tools & techniques to improve the major incident management process.
Manage and maintain major incident process/procedure information.
Collaborate with subject matter experts to refine operating processes & procedures to deliver services more efficiently.
Maintain a comprehensive understanding of all aspects of delivery and operations
Work hand in hand with the Problem Management Team to ensure all relevant information, event logs, alert messages, MIR improvements, etc. are available for effective root cause analysis.

Qualifications
Bachelor/ Engineering degree in IT or related subject and or equivalent work experience.
English language to high written & verbal standards.
Skills/Knowledge/Experience:
3-5 years of application or infrastructure support with a good understanding of managing/delivering technology services in an on-premise, cloud-hosted, or vendor-supplied environment.
Experience using Atlassian, servicenow, or Azure DevOps tools.
Experience working in an ITIL (IT Infrastructure Library), COBIT (Control Objectives for Information and Related Technology), SIAM (Service Integration and Management), or equivalent environment.
Proven experience in solving complex situations and implementing improvements using skills such as Six Sigma, Lean, Systems Thinking methodology.
Ability to analyze a high volume of technical data and work in a fast-paced environment.
Ability to motivate and energize virtual teams to support a defined outcome.
Excellent verbal and written communication skills, with the ability to effectively communicate business and technical information to different audiences.
Competent in facilitating meetings and driving action items to completion.
Effectively use teamwork to positively contribute in a high-performing, results-driven, and collaborative team environment.
Ability to self-motivate and self-manage to deliver required outcomes.

MONTHLY SALARY: P100,000

Requirements

• Minimum education level: Bachelor´s Degree
• 3 years of experience
• People with disabilities: Yes

More than 30 days ago

About Talent Acquisition Solutions

Recruitment & Talent Acquisition are the core competencies of the business. We handle Staffing and Executive Search requirements across all levels and functions.

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