Major Incident Manager

at  Adecco Group

About the role

The Adecco Group is currently seeking a highly motivated and experienced Major Incident Manager (MIM) to join our team. In this role, you will be responsible for the processing and coordination of appropriate and timely responses to incident reports. This includes channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress toward service restoration.What you’ll be doing

• Serve as the primary escalation point for all major incidents across Adecco Group.
• Ensure that incidents are handled in accordance with agreed procedures and service level agreements.
• Investigate escalated incidents, identifying responsible service owners and facilitating resolution.
• Coordinate recovery efforts following incident resolution, ensuring minimal disruption to service.
• Maintain accurate documentation of resolved incidents and ensure closure.
• Analyze incident causes and provide insights to service owners to minimize recurrence and drive service improvement.
• Monitor and report on the performance of the incident management process through comprehensive metrics analysis.

About you

• Extensive knowledge of the IT industry and service operations environment.
• Proven experience in managing major incidents, demonstrating leadership in crisis situations.
• Proficiency in ITIL lifecycle methodologies and ITIL v3 or v4 Certification.
• A university degree, preferably in a technical subject or equivalent education.
• Strong team player with excellent communication skills.
• Ability to thrive in a fast-paced, dynamic environment, remaining improvement-focused and process-oriented.
• A natural problem solver with a proactive approach to challenges.

Why choose us?
It’s an exciting time to be part of our team. We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.
You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident, and insightful.
Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge, and expertise to grow together.
Make an impact where it matters most.A journey to bring out the best in you
We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary.
On our career site, you will find some of the key steps you can expect to guide you along the way.As one of the world’s largest employers we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued. Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain.
The Adecco Group is proud to be an Equal Opportunity Employer.
Posting date: 11-06-202

• Serve as the primary escalation point for all major incidents across Adecco Group.
• Ensure that incidents are handled in accordance with agreed procedures and service level agreements.
• Investigate escalated incidents, identifying responsible service owners and facilitating resolution.
• Coordinate recovery efforts following incident resolution, ensuring minimal disruption to service.
• Maintain accurate documentation of resolved incidents and ensure closure.
• Analyze incident causes and provide insights to service owners to minimize recurrence and drive service improvement.
• Monitor and report on the performance of the incident management process through comprehensive metrics analysis