Major Incident Management

Job Description

Major Incident Management POSITION PURPOSE: The objective of Major Incident Management is: To restore normal service operation as quickly as possible and minimize the adverse impact on business- critical operations, thus ensuring that the best possible levels of service quality and availability are maintained. Normal service operation is defined here as service operation within Service Level Agreement limits. The Major Incident Manager together with the Manager on Duty (MoD) will be responsible for managing the invocation. The MI Manger will NOT engage in fallback activities as this is the responsibility of the ITSC Manager. Responsibilities include: Coordinating the MI assessment and decision to invoke recovery. Coordinating and where required the management of invocations Capturing the details of the decision to invoke and the actions taken thereafter. Will ensure that all post recovery activities are performed, and all related incident records are fully populated with the required level and quality of data. YOUR TASKS AND RESPONSIBILITIES: Ensure that processes are followed by all stakeholders including Vendors, Third Parties, Suppliers, Customer representatives Enforces process adherence across all suppliers and escalating to appropriate managers and service owners when process standards are not met. Communicates strategic process changes to relevant parties. Organizes and chairs calls and meetings as required by process. Monitors process performance metrics and Key Performance Indicators (KPIs) & performance SLAs Ensure Service quality and availability and performs required quality checks Ensure quality reports are produced, distributed, and utilized and ensure cross service improvement opportunities Ensure all activities in IT environment are being performed under process control Escalates, analyzes, and resolves service performance issues Register and implement process improvements based on audit findings Facilitate and participate in process audits Reviews opportunities and provides approval for process enhancements Design, update of the "Integrate" process/procedures and KPIs aligned with contractual obligations across all partners Propose process improvements and ensures that the process documentation is up-to-date, adequate and available Drives continuous improvement and enables innovation Reviews Customer Satisfaction Survey information and takes appropriate action WHO YOU ARE: University degree in business administration and/or informatics or similar education Extensive experience with setting up key performance indicators and operations planning Knowledge and experience in process management for global environments Proven leadership, motivational and interpersonal skills as well as experience in managing governance in matrix organizations & multi partner eco- system Strong know-how in IT Service Management Processes and IT Operations procedures and tool architecture, ITIL certified Good experience on Service management tool (eg service now), analytical tools and good understanding of agile project management skills Profound Knowledge of information technology and/or infrastructure operations Strong communication skills, analytical, structural and strategic skills Deliver responsibilities with rational, expertise, accuracy, persistence, resilience, and creativity seeking to work both independently and collaboratively Profound English language skills and intercultural communication