Incident Manager

Project Description

Are you at your best when coordinating and collaborating with others? Do you like to interact? As part of Mission Control you will be the point of contact for everything related to the production environment.

As a Mission Control representative you will lead Incident Management along the defined standards and guidelines of the Incident Management framework. Working in collaboration with the different technology support organizations and business stakeholders you drive fast and reliable incident resolution and therefore, support smooth and reliable Technology Services operations. In addition to the resolution activities you ensure precise and timely incident communications to the different stakeholders

Responsibilities

• Have and provide a production overview across the organization:
oBe the central point of contact to provide an overview of the production health for technology
oProactively monitor the environment at a top level for abnormalities using telemetry and perform more focused investigations when necessary
oCorrelate cross-stream issues/events
• Run and support incident management:
oActively manage all SEV 1 to 3 Major Incidents
oOverview of all SEV 4s, their current state and related escalations
oTrends and abnormal volumes of SEV 5s and unstructured requests
oManage SEV 4 incidents when they have the potential to escalate
• Control and ensure the quality of incident communications:
oHave an overview of all incident notifications released
oBe accountable for the content of all major incident notifications
oProvide quality content for cross-stream major incident notifications
oBe accountable for the quality and hygiene of all stream incident notifications
• Run and support Mission Control Command & Control activities:
oBe aware of the change portfolio / activities and communicate these effectively
oUnderstand the effect of significant company events, financial events and market news
• Establish and maintain collaborative working relationships with different stakeholders
• Perform analytics by collecting real time data, identify trends and pro-actively resolve and manage issues/events before they become incidents.
• Trend Incident and Problem ticket data to ensure that we have effective Problem management in terms of reducing Incident occurrence.

Skills

Must have

-Several years' experience working in an IT related Service Industry with general knowledge of infrastructure technologies such as, but not limited to, different OS and database platforms, cloud computing and collaboration technologies
- Strong understanding of ITIL processes and experience working with ServiceNow
-Ability to translate technical information for non-technical people
-Excellent communication skills that allow you to interact on all levels
-Ability to multi-task and prioritize incidents accordingly
-Strong problem solving, analytical, and time management skills
-Being excellent team player with pro-active, positive personality and "can-do" attitude

Nice to have

-Experience in managing IT incidents in a global, multi-stream environment is preferable
-Experience in financial industry is an advantage
-ITIL certification is desirable
- Microsoft Azure knowledge is beneficial
-Knowledge of German language is an advantage

Languages

English: C1 Advanced

Seniority

Regular

Relocation package

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Vacancy Specialization

Incident Management

Ref Number

VR-95855