Senior Incident Manager
2 months ago
Responsibilities
- Lead and manage major IT incidents (P1, BCIS, and PERT), ensuring quick restoration of services for internal and external customers.
- Assess the impact on service and customers, taking immediate action to minimize disruption.
- Coordinate and steer troubleshooting efforts by bringing together appropriate teams and resources.
- Apply escalation processes internally and with external partners as necessary to expedite resolution.
- Communicate promptly and clearly about service impact, root cause, and the progress of resolution efforts, acting as the communication SPOC during the incident's lifetime.
- Prepare and lead post-incident debriefing meetings to implement preventive actions and track long-term corrective actions.
- Participate in projects aimed at improving monitoring, alerting, tooling, documentation, and ITIL processes.
- Follow and adhere to defined processes such as Incident, Change, and Problem Management.
- Create and maintain the Incident Managers Disaster Recovery Plan and associated Disaster Recovery Solutions (runbook).
- Continuously seek improvements to the incident management process to reduce resolution times and increase efficiency.
- Collaborate with the service integration team to facilitate seamless integration of incident processes into overall service continuity strategies.
Work Environment:
- Operate in a 24/7 environment that requires availability and flexibility.
- Work within a team of five, rotating shifts either on-site or remotely.
- Shifts include Morning (6:00 AM - 2:30 PM), Evening (11:00 AM - 7:30 PM), and night/weekend/public holiday duty guard rotations.
Qualification
- Master’s degree or equivalent experience in ICT infrastructure/services and operational environments, with at least 5+ years of related experience.
- Strong knowledge of IT services and infrastructure.
- Solid understanding of ITIL processes and principles.
- Customer-focused with a proven ability to manage customer relationships effectively.
- Excellent communication and interpersonal skills, with the ability to build relationships within EBU, CBU, CUO, NBU, and COM.
- Strong leadership and ownership during incidents, with a drive for continuous improvement.
- Ability to remain composed and flexible under pressure.
- Fluent in English.
- Proficient in writing clear documentation for both technical and business stakeholders.
- Ability to gather and analyze data to support efficient problem management and continuous service improvement.
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