IT Incident Manager Bucharest

Coordinate business priorities with IT/Infrastructure teams during High Priority & Critical Incidents to restore normal service operations as quickly as possible and to minimize the impact

Point of contact for all Major Incidents and manage technical conference bridge

Ensures clear communication is provided to affected teams and senior leadership during Major Incidents; Formulate concise, clear and accurate alerts and notifications to management

Associate Major Incidents with other records (i. e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc. )

Facilitate Root Cause Analysis (RCA) sessions to document all details and all root causes resulting in mitigating actions to permanently avoid similar in future

Practical experience of IT Service Management

Good knowledge in Trending and Reporting of reported incidents and visualizing using Power BI

Able to work independently with minimum supervision.

Good analytical skills, structured and methodical approach

Proven experience of data analysis and good numeracy, analytical and reporting skills

A good understanding of the organization’s IT infrastructure, services provided and customers/users.

Innovative thinking with service quality, and its improvement, within limits of costs and business direction

Manage and control communications, escalations during major incidents

Track Major Incident backlog against SLAs and escalate as required

Interact with other Process owners viz problem

Open and drive the major incident communication bridge, ensure participation from all required teams – technical support and business as needed

Review the major incident post resolution and send summary report

Hand over the details of events from the identification to resolution of MI to problem manager through a problem ticket

Participate in problem management calls

Conduct an annual review of Major Incident process – qualification criteria, communication and escalation process, metrics and reporting related to Major incident process, suggest and implement improvements as approved

Identify potential problems and/or increasing trend of repetitive Incidents

Work with Technical Support Managers to assign or designate someone to
- up on unresolved Incidents to the appropriate level 2 or 3 Support Groups

5+ years of ITSM / IT Operations experience

2+ years in Major Incident or Crisis Management roles

Experience handling P1/P2 incidents in large enterprises

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required

Ability to influence others outside of direct management structure

Strong communication and collaboration skills, situational awareness and organizational agility

Must have a demonstrable ability to effectively lead and manage Major or High Priority incidents and drive to problem resolution

Must be able to facilitate in a collaborative manner solutions across departments and teams

Must be able to anticipate and prevent problems while managing incidents to resolution}

Must be
- directed and foster initiatives in others

Must be able to translate larger business goals into actionable items for other teams

Consistently displays managerial courage

Adaptable for ‘on call’ duties covering outside working hours in rotation with rest of the team based on business requirements

To be available every 4 weeks for a on call request 24/7, only for emergencies

Competitive benefit package including Health Insurance, Personal Accident / Disability, Group Term Life Insurance, Annual health
- up, and voluntary insurance options.

Work-life balance with a flexible work schedule so you can focus on professional and personal priorities.

Financial support for continuing education

Employee Assistance Program

A global network of supportive colleagues and growth opportunities