Itil Incident Controller

2 weeks ago

Mumbai, India Baker Hughes Full time

**ITIL Incident Controller**

**Would you like to help shape and implement our Digital Technology teams' strategic direction?**

**Are you passionate in Technology, Software ?**

**Join our team**

Baker Hughes - DT Technical Product Management Group currently has an opening for an IT Incident Controller. This critical role is a key agent contributing to the successful sustainability and growth of the global ITIL Incident Management program across the enterprise. Key responsibilities include elevation of maturity levels of the current Incident Management practices, along with implementation of program enhancements. The Incident Controller is responsible for driving the essential and effective delivery of incident response and mitigation practices daily and responsible for the quality and integrity of the Incident Management process.

**Partner with the best**:

- Ensuring incident response procedures are followed to mitigate severe impacts
- Enforcing Incident Management policy and processes; notify participants when standards and procedures are not being followed
- Contributing to Incident Management metrics and support metric reports to management
- Contributing process improvements
- Reporting status of Incident Management actions to ITIL managers
- Coordinating and managing incident management support from the Service Desk, IT groups, and suppliers
- Providing guidance and training of policy and processes to teams across the organization
- Ensuring all appropriate groups are working on restoring service in a timely manner
- Notifying, escalating and communicating to senior management and impacted stakeholders the existence of service impacts when required
- Contributing to global coverage of severe incident response
- Giving timely and accurate handoff of problem and outage records
- Advising stakeholders in incident management policies, processes and procedures
- Identifying and assisting in process gap corrections and service level improvements
- Analyzing data, predicting trends and themes, report to ITIL managers
- Auditing the completeness and accuracy of documented program information

**Fuel your passion**

To be successful in this role you will:

- Be able to work normal business hours, but also provide extended support as needed
- Have a Bachelor’s degree and/or minimum of 3+ years progressive IT Operations experience in supporting large IT environments
- Have experience with ITIL processes, especially in the Incident Management area
- Have high degree of creative ability, analytical and technical skills, and independent judgment
- Have the ability to work well in a matrix/cross functional environment and under stress with ''time-critical'' deadlines and expectations
- Have the ability to translate technical and/or complicated process information into clear, concise documents appropriate for various target audiences (customer, management, senior leadership, technical groups, etc.)
- Have the ability to develop positive working relationships and strong rapport with team members as well as senior leadership
- Be flexibile to accommodate a changing environment
- Have high level of personal initiative (high level of motivation/self-starter; ability to work independently as well as collaborate in teams)
- Have good planning and organizational skills with attention to detail
- Have communications and presentation experience with senior-level management and key stakeholders
- Be proficient in Excel, PowerPoint, Word, and Visio for communications and presentations
- Be flexibile to work or conduct conference calls after hours or during weekends if demanded by significant issues or schedules across time zones

**Preferred**:

- Have ITIL Foundations Certification or accredited in ITIL v3 Service Modules
- Have previous assignment as an Incident Controller or other ITIL role
- be familiar with CA Service Desk.

**Work in a way that works for you**

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

- Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

**Working with us**

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

**Working for you**

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:

- Contemporary work-life balance policies and wellbeing a

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