Beschreibung
This role is in support of customer where the aim is to deliver service to the best possible standard. Incident Manager role is to follow defined ITIL incident management processes to ensure that incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service. They communicate incident information and impact to senior management and key stakeholders across the business units.Responsibilities
• Point of contact for day to day incidents
• Provide expert advice to all support staff in the resolution of Incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution
• Experience in working in a time critical environment
• A global role and availability outside normal working hours, being on-call is required
• Managing large diverse global teams which will include clients and technical staff.
• Proven record of documentation and presentation skills
• Conduct initial analysis; produce detailed requirements and operational process specifications.
• Use appropriate analytical frameworks to illustrate and explain the problem and solution clearly too all levels of users
• Prepare proposals, identifies suitable 3rd party products / suppliers and leads the evaluation in the areas such as: infrastructure management & monitoring, operational infrastructure services and systems, back-up, etc
• Liaise with Brand project managers in ensuring all Incidents are resolved as quickly and effectively as possible with key focus being on maintaining service to our customers
• Act as the information conduit between the Incident Management Group and Management Team
• Ensure effective and rapid response to Major Incidents
• Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident management process
• Provide problem management in indentifying root causes and working with appropriate teams to provide long term fixes.
• Provide guidance on Incident Management to all support staff and assist in their training and knowledge development
• Develop SLA, OLA and underpinning contracts where appropriate or directed.
• Change and Configuration management will also be required.
• Review and improve the accuracy and content of the Service Management System knowledge base
• Produce metrics for service performance and customer satisfaction both on a regular and an ad hoc basis
• Ensure regular reporting on key service performance and quality metrics (in relation to incident management) • 3-5 years experience in ITIL, Incident and Recovery Management in production support environment
• Must be ITIL V3 certified
• Proven record in developing and/or maintaining at least one of the ITIL disciplines
• Bachelor’s degree in Computer Science or Information Management Systems
• 7+ years of IT experience
• PMP would be a plus
• Fluent in German and English Bei Interesse würden wir uns auf die Zusendung Ihres aktuellen Profils sehr freuen