SIAM Specialist

Job purpose:

Looking out for a dynamic incident manager to join our IT department. In this role, you will lead the incident management process to resolve and restore KONE’s IT operations swiftly. Having an attitude for picking up new/innovative technologies and procedures.

Our ideal candidate should have a minimum of 6 years of experience in Incident and Major incident management. An outstanding incident manager should excel at multitasking and remain judicious during major incidents and obtain detailed root cause analysis (in Problem management front). Working in multi-supplier model by applying ITIL practices and able to adapt agile best practices. He/she will be accountable for managing the Kone approved Incident and Major management processes.

Roles & Responsibilities:

Prioritizing incidents according to their urgency and influence on the business Collaborating with the AskIT and other support teams (including 3rd party suppliers) to ensure that all protocols are diligently followed Follow the KONE approved incident and Service Request management process and suggest process improvements and maturity when required to the Process Owners Part of Service request management – maintain Service catalogs, track, and update with the help of relevant stakeholders Managing multiple suppliers of services and integrating them to provide a single business-facing IT organization Seamlessly integrate interdependent services from various internal and external service providers into end-to-end services in order to meet business requirements Proven experience in handling the Bridge calls Create Major Incident Technical & Management Bridge calls Steer and manage the Major Incident Bridge Calls Distribute Major Incident communications Raise hierarchical and time-bound escalations with vendors for tickets that are reaching their SLA (Service Level Agreement) thresholds Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution and contractual fulfilment. SPOC (Single Point of

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