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4 to7 Years
Salary not disclosed
Your Profile matches the job
|
Scope of the role Describe the
scope of the role: ·
Responsible
and accountable for the implementation and ownership of the Global
Incident/major Incident process ·
Responsible
for the oversight of all critical incident and major IT system escalations
from initiation to resolution ·
Leverages
global process and performs cost benefit analysis to identify areas of
improvement that align with business requirements ·
Contributes
to long term operational strategy and technical roadmaps Primary objectives ·
Coordinate
appropriate resources to resolve critical incidents in accordance with
service level agreements and operational level agreements. ·
Responsible
for all communication during a major system outage, ensuring IT management
and the business are kept updated through incident resolution. ·
Coordinate,
manage, and record chronological order of events during incident management
conference calls. ·
Update
the incident reporting systems with resolution information, liaise with
Problem Management team on detection of potential trends; driving down repeat,
service impacting failures. |
Collects and analyzes
process data to initiate, develop and recommend business practices and
procedures that focus on enhanced incident reduction, increased productivity,
and reduced support cost.
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