Incident Manager
Incident Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Incident Manager is primarily responsible for managing and coordinating the Aii response to priority incidents with the aim of restoring normal service quickly and efficiently as well as focusing on minimising impact to business operations. Working with Global shared services to ensure a quality major incident process.
This includes monitoring and prioritising incoming incidents proactively identifying and raising incident trends and recurring incidents and coordinating Aii comms and sending of regular updates on ongoing incidents to the relevant audience.
The Incident Manager will ensure that all necessary incident information is correctly captured and will work closely with the Infrastructure Service Delivery Manager to facilitate the use of this information in the Problem Management process managing timely root cause analysis tracking of performance SLAs and governance reporting.
Key Tasks and Responsibilities
- Oversee priority incidents and problems owned by Aii
- Coordinate across involved teams to ensure that correct incident priorities are set
- Manage and coordinate urgent and complicated support issues.
- Act as escalation point for incidents.
- Responsible for IT controls relating to Incident Management
- Effectively capture incidents from multiple channels and route to the relevant resource
- Contribute to the development and upkeep of the Configuration Management Database (CMDB)
- Responsible for the completeness and quality of Incident records to ensure accurate Governance reporting
- Implement and evolve Incident Management within the Aii IT operating model
- Responsible for proper escalation communication and management of production system issues
- Assist as necessary in the event of a virus outbreak or security breach
- Develop sound understanding of IT operations and systems as well as business related processes and procedures.
- Follow ITIL guidelines for Incident and Problem Management ensuring established processes are being followed and develop processes when needed working with the Infrastructure Service Delivery Manager
- Ensure that departmental best practices are followed.
- Regular service reviews with eNOC
- Maintain communication with eNOC and request creation of incident bridges as and when Aii priority incidents are identified
- Monitor all incoming incidents affecting Aii identifying and escalating trends to the Infrastructure Service Delivery Manager
- Cross reference priority incidents with Problem Management records and the Major Incident log to identify recurring issues/ongoing investigations
- Attend all priority incident bridges prioritising the highest priority incidents
- Coordinate Aii bridge personnel ensuring that all required SMEs are in attendance within SLA and that personnel no longer required are able to leave the call to avoid wasted time
- Coordinate communications with the relevant parties to ensure these are sent within SLA and according to the correct schedule in compliance with the Aii Major Incident Process
- Maintain and update the appropriate Teams chats for Aii Major Incident & Problem management ensuring timely updates are delivered and members are added/removed as necessary
- Ensure key details of all priority incidents are entered into the Major Incident log in a timely fashion
- Provide detailed handover of inflight priority incidents to oncall resources at end of shift
- When required escalate issues with priority incidents to the Infrastructure Service Delivery manager in a timely fashion
- Confirm that Problem Tickets are created and assigned to the Aii Problem Management function when a priority incident is resolved
- Confirm identified RCA owners with the appropriate teams and ensure that the RCA task is created against the parent Problem ticket and assigned to them as soon as a priority incident is resolved notifying the owner
- Carry out regular daily checks of outstanding RCAs using existing reports and dashboards to ensure that these are captured before SLA breach chasing RCA owners where necessary
- Attend weekly Problem Review meetings and coordinate any resulting actions as required by the Infrastructure Service Delivery Manager
- Add and maintain KB articles where required and communicate to the relevant audience
Qualifications :
Skills / Competencies
- (MUST HAVE) Knowledge and expertise with the Windows Operating system/Windows Server
- (MUST HAVE) Basic understanding of network components.
- (MUST HAVE) Basic understanding of cloud technology e.g. Azure
- (MUST HAVE) Proficient with Microsoft Office suite
- (MUST HAVE) Ability to work on multiple projects/requests concurrently.
- (MUST HAVE) Strong customer service orientation.
- (MUST HAVE) Excellent verbal and written skills.
- (MUST HAVE) Ability to work independently or within a team environment with international business units
- (MUST HAVE) Ability to prioritise effectively
Experience
- (MUST HAVE) 12 years demonstrable experience of incident management including participation in bridge calls coordination and collaboration with multiple teams/stakeholders/VIPs and the resolution of high priority incidents
- (MUST HAVE) Experience supporting cloud/hybrid cloud environments
- (NICE TO HAVE) Experience supporting and managing Office 365 environment
- (NICE TO HAVE) Experience creating SOP (Standard Operating Procedure) documentation technical documentation and/or support processes.
- (MUST HAVE) Experience and understanding of a Service Desk environment escalation paths SLAs and SOPs.
- (MUST HAVE) Experience working in diversified IT service teams.
- (NICE TO HAVE) Experience using ServiceNow ITSM tools
Additional Information :
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
Company Industry
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
