Description
Incident/Service Manager (24/5) - Luxembourg
Languages: ENGLISH only
Skills and Experience:
- You are familiar with both technical and functional environments of the clients, allowing you to understand, participate and moderate major incident and crisis meetings with a large variety of client actors, both national and cross border.
- Your communication skills are well developed: you are able to provide written and spoken feedback to the organisation (including senior management) and clients.
- You show leadership in crisis meetings and you are stress resistant, able to take overall coordination in a major incident and crisis situation.
- You are willing to participate in an 24x5 presence on site through three 8-hour shifts.
- You are able to participate in an stand-by organisation (regular periods of overnight and weekend acting as Incident manager on duty).
- You have ITIL certification or relevant experience showing strong process oriented mind.
Description of work:
- Responsible for the quality and integrity of Major Incident Management process and interface to the other process managers.
- Entry point for direct notification.
- Key role in incident declaration, classification (priority) and according escalation process.
- Chairing the Major Incident and crisis meeting and review meetings.
- Following defined escalation path when needed, as defined in the escalation policy.
- Notifying the participants in the Incident/Major Incident Management process when standards and procedures are not being followed.
- Assembling a team of resolver groups (other levels of support and across platforms as required) if additional support is required within the allowable time. This includes Security teams, DRP/BCP, Vendor teams. In some cases client technical teams will also be involved.
- Confirming that internal notification and escalation activities are executed.
- Assisting in service restoration/recovery decisions (engaging the service delivery organisation as required)
- Reviewing that the progress of the Major Incident recovery and relevant times are documented in the associated Incident Record(s).
- Participating in Major Incident reviews.
- Performing post Major Incident follow up via Post Incident Review on Major Incidents.
- Liaising with the Problem and Change/Release/Deployment processes to find and alleviate the root cause and to verify that objectives for availability of services are met.
- Collecting Major Incident measurement data for reports, as needed.
- Providing communications to service delivery teams and Major Incident Focal/Distribution.
Please send your CV to Janisha and call to discuss further.
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