Description
Incidence Coordinator
My client in Madrid is currently recruiting for an incidence Coordinator.
Must Have:
- Excellent leadership skills with a very participative approach to the management of processes.
- Ability to respond quickly in a crisis situation and remain calm.
- Excellent handling of interpersonal relationship and ability to work under pressure
- Understanding of how the airline business works will be an advantage
- Excellent communication and interpersonal relationship skills at all levels of the organizational, customers and suppliers
- Creative thinking, to be able to come up with new ideas to improve customer service standards
- Expert knowledge of the catalogue of services, with special attention to services that have critical business impact
- Proven track record of coordinating and supervising highly technical staff to ensure service continuity in optimal delivery of the service.
- English and Spanish spoken and written. Documentation and communication with the clients could be in Spanish and English
- Knowledge and experience in airports and aircraft operations will be value add
- Experience of working in crisis conditions
- Act as the central point of contact, coordinating all teams to ensure speedy and rapid resolution of the incident. This includes being responsible for the whole IT service
- Coordinating the teams for quick resolution critical service incidents
- Monitoring to ensure complete service availability, on each shift
- Create a shift report providing details on all relevant incidents, including major incident reviews
- Review applications/projects before 'go live' and determine if new procedures are required
- Provide support (additional information) to the first level support team
- Daily audit of open incidents in the Service Desk according to established work procedures
- Communication of scheduled Changes to services that could Business
- Coordination and cooperation of all support teams on the Bridge (included First level - Service Desk)
- Responsible for resourcing levels of the shifts
- Experience of running and driving Major Incident bridges involving Technical leads in a multivendor environment
- Proven track record of coordinating and supervising highly technical staff to ensure service continuity in optimal delivery of the service.
- Good interpersonal skills, with the ability to communicate effectively and clearly to both IT and business staff
- Good analytical skills, structured and methodical approach
- The ability to handle detailed technical and non-technical data, comprehend and communicate essential information in a compelling way to non technical production staff
Good Have:
- ITIL Change/Release Management Practitioner certification
- Knowledge and use of change management software (BMC Remedy)
- Experience of chairing Change Meetings