Incident Manager

Technical Routing Support Analyst/Incident Manager position opens at our client who is a prestigious multinational company. They are looking for new talents to their continuously growing team. This is an exciting opportunity for talents who are not afraid of new challenges and want to be a part of a dynamic international team. This contract is initially for 11-month period but the most of the times the contracts are extended or made permanent.

PRIMARY RESPONSIBILITIES:
* Act as a Major Incident Manager facilitating major incident service restoration with the Service Team, Customer Support and partners (internal and external) to meet/exceed operational/business SLAs and OLAs
* Provide leadership and drive key decisions during major incident resolution conferences, which includes making business decisions and providing major incident resolution leadership during bridge calls
* Coordinate completion of planned maintenance activities (upgrade and configuration changes) so that they occur with no impact to the stability and performance of the services
* Coordinate, lead, and maintain accountability for Major Incident Operations scope for all audits and relevant pre-work
* Work with process owners to ensure that processes are adapted, implemented, and adhered to support regulatory requirements
* Develop support documents, training material and other resources to help technicians with their knowledge and comfort level of new products and services in the subject area
* Continually strive to identify opportunities to improve Major Incident Operational Excellence

REQUIRED SKILLS & EXPERIENCE:
* Minimum of 2+ years of proven experience leading major incident resolution conferences in complex, global environments
* Previous experience supporting complex Supply Chain systems/operations
* Proven technical understanding of Microsoft software, eg SQL, BizTalk, SharePoint, and IT systems
* Strong, proven, and broad (not necessarily deep) technical background with a focus on Operational tooling (eg monitoring, incident management tools, etc)
* Understanding of software project life cycle and deployment methodologies.
* Demonstrated process improvements skills, cross group collaboration, presentation and communication skills.
* Ability to communicate at all levels and work with various teams in a Matrix model
* Excellent problem solving, negotiation, and decision making skills in a dynamic, fast-paced environment
* Demonstrated ability to drive clear and consistent messages to peers, subordinates and senior management via strong communication and interpersonal skills
* Must be great at working with and leading people
* Must be able to convince technologists of the importance of IT operations

If you are interested in this position please apply directly through this advert.

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