Job Description

The Process Owner for Critical Incident Management (CIM) and Incident Management will be a key player in our IT Digital Office team, driving process excellence and ensuring the effectiveness of our incident management practices. The role entails defining, measuring, and improving processes while partnering with cross-functional teams to enhance operational maturity and user experience. Work in a dynamic, multidisciplinary, and multicultural environment. Contributions in this role will directly impact how we manage critical incidents, enhancing communication for both internal and external stakeholders. You have: Degree in Engineering, Computer Science, or related field from a recognized university At least 5 years of experience in leading Incident Management in complex technology environments Understanding of process creation to enable and simplify operations Fluency in written and spoken English Proficiency in Microsoft Office tools ITIL V4 foundation/intermediate certification It would be nice if you also had: Experience with Six Sigma methodologies Familiarity with operations intelligence practices for data-driven decisions Knowledge of IT Management methods like Lean, Agile, and DevOps Own and enhance the Critical Incident Management (CIM) and Incident Management processes, driving improvement and adherence across the Digital Office. Define and document process objectives, steps, stakeholders, and interconnections with other processes for clarity and efficiency. Establish KPIs to measure process effectiveness and assess process maturity, identifying areas for improvement. Lead cross-functional process improvement projects to elevate organizational maturity and facilitate better process adoption. Identify potential risks and roadblocks, negotiate with stakeholders to resolve conflicts and optimize processes. Collaborate closely with IT Digital Office teams to ensure consistent process adherence and effective operational governance. Manage all documentation, policies, audits, and training related to CIM and Incident Management processes. Communicate changes and improvements effectively to all relevant stakeholders, fostering a culture of continuous improvement.