Major incident manager
1 month ago
With a remarkable valuation of $3.1 B and an impressive annual recurring revenue exceeding $100 M, we experience a robust year-over-year growth of 24%. With a global presence spanning 8+ locations and a recent addition in Poland, we're in the pre-IPO stage, poised for rapid growth. We invite passionate and diverse individuals to join us on this exciting path to becoming a publicly traded company and shape our promising future.
Responsibilities:
The incident manager will collaborate with other teams, including vendors, to drive the incident to closure.
The incident manager will lead the Major Incident (P1 & P2) in full capacity and work towards restoring services with the best possible effort minimizing the impact.
Bridge leadership and Coordination during a Mission-critical incident will be a crucial role of IM.
Send out communication and timely notification for all incidents will be the responsibility of IM.
The incident manager will continually work on all Ageing tickets and ensure no open, unattended, unassigned tickets for more than the agreed duration.
The Incident Manager will be responsible for sending out daily/weekly/monthly reports on IM performance, Tickets, Dashboards & Management reports related to Incidents.
The incident manager will represent all P1 incidents in the daily 8 AM status with NMG and provide information and status on all pending/open & closed incidents.
IM will collaborate will all tower leads and take ownership of educating/training PRG on the IM process, Escalation process, & engagement processes for effectiveness.
IM will also own Service requests and work towards timely closure of all SR’s.
Coordinate activities between multiple support groups at all levels to ensure adherence to Service Level Requirements (SLR) where multiple groups are needed to resolve a single incident.
Requirements:
ITIL Foundation or Expert Certification (Preferred)
Strong communication skills
Coordination and Collaboration skills
Eye for detail & Good understanding of statistical and analytical principles and processes
The ability to interact successfully with all levels of the Customer and IT provider organization.
Good negotiating, problem-solving, facilitation, and moderation skills
Knowledge and experience of contract and supplier management roles (how it ties into Service Level Agreements (SLAs))
What You’ll Get
Competitive salary.
Fun-filled work culture (
Equal employment opportunities.
Opportunity to build with a pre-IPO Global Saa S Centaur.
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