EXPECTATIONS AND TASKS:
You will work as the responsible Manager on Duty to run infrastructure service restoration activities. You’re accountable for re-establishment of the service by cross departmental coordination of all involved internal units and relevant 3rd parties (e.g. vendor support).
The following tasks will belong to your daily work:
- Own major incident escalation efforts from start to finish
- Act as single point of contact for all involved stakeholders in the restoration process and closely align with Incident escalations managers from cloud delivery units
- Define work streams for technician investigation:
- to trigger the incident resolution
- communication with management about impact, root cause,
resolution steps and work-streams.
- Reporting – Summarization of main facts about the issue itself within the Incident report, pre-filling of necessary fields in the RCA document, measurement and reports of the ticket quality
- Support function for Problem Management (PRM) after the Major incident, during initial PRM activities root cause analysis (RCA).
- Execution and support on emergency changes, disruptive changes, daily regional operations meetings, daily status calls and high visibility events (e.g. SAPPHIRE)
- Contribute to team internal continuous service improvement
REQUIRED SKILLS AND COMPETENCIES:
- Knowledge about IT operations processes and structures and it’ real life usage
- Knowledge about technologies and applications in ICT industry and cloud environments
- Extra ordinary communication skills (verbal and written)
- Ability to organize, present and moderate telephone conferences in a structured manner
- Experience in project management or leading of virtual teams
- Very good analytical skills within all OSI layers
- Coordination skills: managing complex technical investigations
- Knowledge of quality management methodologies
- Open to work on on-call and weekend duties
EDUCATION AND QUALIFICATIONS:
- 7+ years of professional IT experience, out of which minimum 3 years in IT Infrastructure functions
- Experience in a previous Support, Consulting, Engineering, or leadership role
- Strong communication skills, ability to provide clear and assertive communication
- Subject matter expert in incident management process / major incident process
- Very structured and self-reliant way of working, ability to manage priorities and deadlines.
- Excellent judgment and decision-making ability
- Knowledge about ITIL v3 or v4 especially about Service Operation’s INM, PRM, CHM
- Experience working in Global/multi-cultural environments
- Quick and motivated learner
- Strong analytical and problem-solving skills