Description
Major Incident Manager - NOC, MIM, SLA, KPI
Leading global Pharmaceutical company require a Major Incident Manager for their Global Command Centre in Prague. This is a fantastic opportunity to work with a highly qualified team in a cosmopolitan environment for one of the worlds top multinational pharmaceuticals.
Position Purpose
* During EMEA hours, global responsibility to execute the Major Incident Management (MIM) Process according to its SLAs and KPIs
* Responsible to drive efficiency and effectiveness of process including performance analysis and management using KPIs
* Represent and advocate the NOC team, services and processes across clients, organizations and partners
* Work Event Management activities
* Contribute with the NOC continuous services and processes improvements
* Act as the bridge between customers and operational delivery teams across the organization
* Responsible to maintain high customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery
Major Accountabilities
* Manage major incidents, both global and regional, with confidence, engaging internal and external support teams globally as required and ensuring recovery times are minimized.
* Responsible for all MIM communication during EMEA hours
* Responsible for the accuracy of the MIM reports
* Support all Event Management activities (Reporting, vendor management, improvements, etc.)
* Contribute to NOC Continuous Services Improvements
* Responsible for the adoption of service management best practices and standard processes, and for tracking service level performance.
* Contribute to the vision "Predict and Prevent"
* Contribute to the NOC KPIs and productivity targets.
* Ensures that all supporting components of the service, including any associated SLAs, OLAs and UCs are followed, aligned and managed as an integrated service.
* Contribute to continuous improvements, cost reduction and performance of the NOC services.
* Contributes to technical efforts for integrating new and existing technologies
* Periodically monitors and reviews performance against the SLA/OLA service and/or portfolio.
* Collaborates with the Sourcing Organization on supplier management as needed
* Understand and advocate the NOC Services including underpinning IT Services and their service components
* Makes improvements to the NOC Services
Minimum requirements:
Essential:
* University working and thinking level, degree in computer science or comparable education/experience
* ITIL v3 Foundation or comparable
Desirable:
* Further IT Service Management courses
* Fluency (oral and written) in English. Additional languages are a plus
* Excellent written, verbal and presentation communication skills
* More than 6 years of IT experience
* More than 3 years of experience in Service Management of a global or regional service portfolio in similar areas, across geographies and business areas.
* Extensive experience and professional skills in the area of NOC/Command Center/Datacenter environment and MIM
* Capability to think strategically and proven ability to set, develop and execute the service delivery strategy for the service portfolio
* Very good understanding and practice in Major Incident, Event Managment, Incident and Problem management processes execution
* Project Management experience.
* Working experience with market proven ITSM tools (eg BMC Remedy, HP tools)
* Interaction with a typically diverse internal and external audience and interpretation and communication of complex information.
Please apply now for more details!