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Chisinau

Major Incident Manager

Service Delivery
 
 

Responsibilities

  • Minimizing business impact by driving the resolution of major incidents in the shortest time frame possible, either through the implementation of a workaround or permanent fix.
  • Convening and chairing major incident bridge calls between all involved parties.
  • Following the agreed MIM procedure
  • Ensuring all resolver teams have a common understanding of the business impact and a sense of urgency
  • Implementing a command-and-control approach to provide purpose and direction across all resolver teams, whether internal, client or 3rd
  • Keeping key stakeholders informed of progress at the agreed frequency and through the agreed communication channels
  • Ensuring that an accurate record of steps taken during a major incident is kept up to date.
  • Conducting post major incident reviews and overseeing the creation of major incident reports
  • Ensuring that the root cause of all major incidents is thoroughly understood and that a problem record is created.
  • Actively drive the resolution of problems through the assignment and follow-up of agreed actions and process improvements.
  • Provide periodic status updates on problem records to key stakeholders
  • Actively input to the tooling strategy for monitoring and event management across all environments under support.
  • Own the continuous improvement plan for major incident management for specific clients.

 

Qualifications and Experience

  • Minimum of 10 years of experience of working in IT operations environment with experience of ITIL incident management.
  • Broad technical understanding industry standard technologies.
  • Experience of dealing with senior stakeholders in a confident and assertive manner while employing the highest levels of tact and diplomacy.
  • Strong leadership skills. Ability to own the bridge call and effectively direct colleagues and 3rd parties via a matrix management structure.
  • Excellent organizational, collaboration and analytical skills
  • Strong judgement and decision-making ability
  • Proven experience of presenting to senior level audiences, with proven ability to understand and translate technical information and issues into communications that can be easily understood.
  • Advanced problem-solving skills.
  • Flexibility to adjust to multiple demands, shifting priorities and rapid change.
  • Excellent written and verbal communication skills in English (C1 level or better).
  • Ability to work on-call rotation: support a 365x24x7 organization.

 

Additional Information

  • ITSM certifications (ServiceNow/Cherwell)

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