Requisition ID: 233819
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Incident Manager will lead and coordinate resolution of service impacting incidents related IT infrastructure and application. The Incident manager is accountable for restoring normal service operation as quickly as possible and to minimize the impact on business operations for infrastructure and application related incidents, thus ensuring that the best possible levels of service quality and availability are maintained. Incident manager will chair the incident bridges and will collaborate with resolver groups, vendor partners to quickly resolve and prevent incidents.

IS THIS ROLE RIGHT FOR YOU?

• Executes the Incident Management process tasks in adherence with global and local requirements
• Managing resolution of major production incidents by leading infrastructure, application and vendor teams and ensuring early recovery of the impacted service.
• Sending out timely executive communication to executives, service managers and key stakeholders throughout the lifecycle of incidents.
• Responsible for acting as an escalation point to expedite incident resolution
• Undertake and drive post incident reviews, with the focus on identifying root cause, process and (or) operational improvements
• Advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management
• Working with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements)
• Identifying opportunities for continuous improvement by interacting with various organizations in IT, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation

DO YOU HAVE THE SKILLS THAT WILL ENABLE YOU TO SUCCEED IN THIS ROLE?

• Minimum of 3-5 years of Incident Management experience
• Excellent communication (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential
• Ability to quickly and clearly communicate incident status via email in business-friendly language
• Experience of managing Incidents in complex IT environment in larger organization (Cloud + On-Premise)
• An understanding and experience of the technology used in a large enterprise is required (i.e. one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, web infrastructure, application support, Cloud computing)
• Demonstrated ability to think strategically, weigh risks, and apply sound judgment to incident resolution
• Strong organizational skills and the ability to effectively manage multiple tasks simultaneously
• Capability of working in a complex and fast paced environment
• Confident professional and an ability to represent the team in meetings with Business and other IT groups
• Strong organization and presentation skill
• Client focus and ownership - displays initiative and a proactive approach to work
• Able to facilitate conversations with large groups of remote people
• Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
• Able to maintain calm during stressful situations
• Able to translate technical incidents into business terms
• Experience with ITSM tools (ServiceNow, a plus) with strong understanding of service management principles it supports
• ITIL V3 Certificate in IT Service Management
• Global exposure working with teams
• Ability to work and adapt in high pressure and past paced environment and maintain calm during stressful situations
• Able to develop an end state vision for the process