Job Description

JD - MIM  

• End to end ownership of the Major Incident with the aim to minimize the time to restore.  
• Coordination with all support engineers involved in the troubleshooting with the possibility to involve other support groups.  
• Ensure a systematic process is followed for all Major Incidents from opening to closure.   
• Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. 
• Prepare clear and concise comms and publish them based on the priority of the incident.  
• Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies.  
• Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT)  
• Activate and manage the Incident WAR Room (Management bridges)
• Ensure consistency of the incident documentation / references across all systems  
• Write and publish the organizational Post-Mortem of Incident which details organizational issues experienced during resolution and suggested improvement areas to improve team interaction and fluidity
• Maintain the escalation tree (internal and with third parties)
• Report to Operational Manager on the efficiency of the Major Incident Management process

Technical Expertise :

Soft Skills  

• Leadership with ability to do efficient multitasking  
• Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process  
• Client Oriented with Strong Relationship management with experience in IT Support and service Management  
• Reactivity and ability to solve problems by using different methods  
• Ability to learn and adapt and to be proactive  
• Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)
• Ability to work under pressure   
  
  Requirement    
• Infrastructure or Application support hands on experience of 6-8 years is mandatory  
• Overall IT experience: 8 Years +  
• IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT   
• Having knowledge about monitoring tools   
• Good understanding of transversal technologies (Servers, Network, DBA) 
• Technologies and/or Applications background with ability to grasp impact and interdependencies