Lead Incident Manager
1 month ago
Carrier Global Corporation is seeking an experienced and motivated individual to join the Corporate IT staff to create, implement, and support key elements of our Service Excellence strategy.
Key Responsibilities- Manage and lead the end-to-end Major Incident Management service
- Participate on all projects that impact Incident Management
- Define Major Incident Management processes and procedures and ensure effective implementation and governance
- Define and manage KPI's through process compliance, dashboards and vendor engagement
- Monitor critical and high priority incidents to ensure the Service Level Agreements are met
- Help manage all interfaces that impact Incident Management
- Effective and timely communication for all major incidents
- Strong verbal and written communication skills are a requirement for this role.
- Major Incident Manager will be expected to facilitate with people across multiple teams, engage and interact with leadership at various levels and should be skilled in dealing with conflict, helping influence and drive people towards a goal or action.
- Provide training and technical support on the incident management process for users with varying levels of IT knowledge.
- Analyze incident records to determine any trends and provide analysis of incident data and communication of that to technical groups and business stakeholders.
- Implement escalation procedures when necessary to ensure swift resolution of major incidents and engage senior management as needed.
- Maintain documentation of major incidents, including timelines, actions taken, resolutions, and lessons learned for future reference and continuous improvement.
- Conduct post-incident reviews to analyse the root cause, identify areas for improvement, and implement preventive measures to avoid similar incidents in the future.
- Coordinate with partners and external partners as needed to resolve major incidents that may involve third-party services or systems.
- 8 - 11 years of major incident management experience in IT
- Strong understanding of Incident Management methodologies and best practices (ITIL) as well as experience developing and enhancing complex processes.
- Ability to organize and prioritize workflow and to meet established time frames and deadlines. Self-motivated and proactive individual.
- Strong organizational, interpersonal, analytical, communication and technical skills are essential.
- Ability to build and maintain customer relationships, be a team player, meet deadlines and adjust to changing priorities.
- Individual must be highly motivated, results-oriented with keen attention to detail and able to work in fast-paced environment
- We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.
- Have peace of mind and body with our health insurance
- Make yourself a priority with flexible schedules and leave Policy.
- Drive forward your career through professional development opportunities Achieve your personal goals with our Employee Assistance Program.
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