SIAM Specialist

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 the Problem management front). Working in the multi-supplier model by applying ITIL practices and being 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 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 fulfillment.

SPOC (Single Point of