Major Incident Manager

• Establishing control of the activities related to the Major Incident resolution


• Ensuring swift creation and proper execution of the Major Incident Restoration and Communication plans


• Ensuring that Major Incident communications are effective to both business and ITSPs


• Ensuring that contingency options are identified and evaluated


• Act as the point of escalation for the other members of the Major Incident Restoration Team


• Own and drive Major Incident related escalations


• Overseeing ECABs and implementation of Emergency Changes as part of MI restoration


• Provide outputs and interlock with other processes (reports, e.g. MIR, etc.)

Major Incident Manager is responsible for coordinating the response to all Major Incidents for our Client; manage IT Service Providers’ engagement and escalations as well as business communication and reporting in relation to MIs. This role operates as part of a Global Major Incident Management Team, ensuring compliance with global policies, processes, procedures and instructions upon execution by MIM team and ITSPs.

The role of Major Incident Manager requires experienced and assertive person who is mature in business acumen, has experience in dealing with challenging issues as well as the ability to deflate them without leadership escalation. The successful candidate should excel at business communication both verbal and written; should be able to negotiate, plan and communicate Major Incident restoration activities across a multi-supplier organisation. MIM is expected to have a well rounded background in technology and ITIL processes, as well as strong leadership, drive, influence, and assertiveness skills to ensure that resolution actions are agreed between ITSPs and recovery has been achieved swiftly and efficiently.

• Assertive and self starting with ability to prioritize and manage multiple tasks


• Methodical approach to working with can do attitude


• Analytical and lateral thinking


• Good organizational skills, ability to maintain high level of accuracy and to work to tight deadlines


• Flexible, self-motivated team player, ability to work with minimum supervision, perform under pressure


• Good at noticing trends, accumulating and sharing knowledge

• You will work in multinational, stable company for c.a. 100 Blue Chip Clients - known, global brands, supported by 6000 professionals in 30 languages
  


• You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen philosophy.
  


• You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ITIL, Vmware, Citrix, Oracle Database). You will have the opportunity to take part in coaching You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.
  


• You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)