JOB DETAILS
Job description
The Global Major Incident Manager (MIM, 24/7) has authority to manage Major Incidents (MI) and high priority incidents effectively through First (1 st ), Second (2 nd ), Third (3 rd ) Level Support as well as to approach all necessary 3 rd party resources (customer/vendors) whilst regularly communicating status and incident resolution towards DNs senior executive management, followed by warm handover of the case towards Problem Management with an active support to an RCA
Required Qualifications
Above average management, interpersonal, communication, presentation and organizational skills
Self-driven to achieve goals independently as well as work in an international team
2+ years experience working in an ITSM Management
Ability to speak and write English B2+
Major Incident Manager (MIM) is responsible to actively establish and steer Major Incident Team (Virtual Bridge) any time when a Major Incident is declared or when asked by Manager on Duty to do so; regularly communicate its status, next steps and resolution towards DN s senior executive management
Responsibility for Major Incident criteria and related contact matrix database, as well as Major Incident Management Knowledge Base maintenance
Monitoring and reporting of process maturity based on KPIs, risks; participation on audits
Provision of trainings, incl. methods, tools and documentation
Active collaboration with (Major-) Incident/Problem and Change Managers as well as other process roles for efficient service delivery and with CSI for continuous improvement
Major Incident Manager is responsible to actively collaborate with Major Problem Team any time when a Major Incident is debriefed; to open support problems during their lifecycle, especially in terms of active support to an ongoing RCA
Role: Incident Management
Industry Type: IT Services & Consulting
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Infrastructure Services
Education
UG: Any Graduate
PG: Any Postgraduate
Key Skills
Service deliveryRCAExecutiveProblem managementDatabaseIncident managementExecutive managementContinuous improvementMonitoringAuditing
COMPANY DETAILS
About company
Consumer behavior is changing rapidly; people are empowered, connected and expect an unprecedented level of service and convenience. Simultaneously, the financial and retail industries we operate in are converging as mobile, contactless tech, smart data and advanced analytics blur the lines. The world is always onits a digital era that requires us to orchestrate touchpoints in ways that meet and exceed the 24/7 automation needs of the banking and retail worlds.