MAJOR INCIDENT MANAG....
MAJOR INCIDENT MANAGER
Posted on :
26-01-2024
Employer Active
1 Vacancy
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Jobs by Experience
4-5years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
26-01-2024
Job Description
Req ID : 2476707
MAJOR INCIDENT MANAGER
What is the opportunity
We are looking for a Major Incident Manager who can drive consistent Incident management.
operational framework and processes for high priority incidents focusing on effective and efficient
service recovery. Major/Incident Management in executing best practices in investigation
hierarchical and technical escalation diagnosis recovery documentation communication and
transition to Problem Management.
This role reports in to the local Senior Service Delivery Manager. This is a highprofile role providing
Major Incident Management support to the CACEIS IS Bank Production Center Infrastructure and
applications which support both client facing and internal services.
What will you do
Ensure the design development implementation operation and continual service improvement of an
Incident / Major Incident Management Framework strategy and process are in place and executed
effectively
Establish direction for the prioritization and development of Major Incident Response in alignment
with the ITIL service model and industry best practices
Responsible for Global facilitation and response of all major incidents impacting mission critical
business Applications and Infrastructure Services on a 7x24x365 basis
Validating the priority level of the incident
Setting up of a technical bridge
Engaging of Recipient s support teams
Major Incident Communication to the Recipient s nominated Single Point of Contact (SPOC)
Managing the engagement and interaction of Infrastructure Provider to support Major
Incident Services.
Ensure that the logging management and resolution of Major Incident tickets are in line
with the enterprise major incident and problem processes.
Engagement and management of business bridges
Managing of communications to the Recipient s user base
Assists the Manager and team with daily operational duties and tasks ensuring documented processes
are followed and Incident Communications are accurate sent out in a timely effective and efficient
manner meeting SLA commitments
Responsible for Post Incident Reviews and smooth transition to Problem Management
Responsible for the accurate recording of incident data in the ITSM tool
Public
What do you need to succeed
Musthave :
Technical understanding in a variety of hardware and software platforms: Windows proprietary and
open source UNIX varieties(Linux AIX) TandemNSK iSeries Mid Range operating systems;
Mainframe Virtual Storage Cloud Computing Database technologies Networks and backend
infrastructure
University Degree or Information Technology Diploma (preferred)
Demonstrated leadership ability / managerial experience
ITIL v3 Certification: ITIL Foundations (ITIL Service Operations preferred)
Thorough understanding of Major Incident / Incident Management & Response / Processes
Keen and able to work within a 7/24 globally supported environment
Experience in a Leadership role
Nicetohave:
10 years of experience in an operational technical role (application or infrastructure support)
Ability to manage multiple high priority incidents
Previous handson role in IT Service Management Operations
Experience managing incidents changes or problems
Client Support experience (Helpdesk Command Centre or similar structure)
What s in it for you
We thrive on the challenge to be our best progressive thinking to keep growing and working together
to deliver trusted advice to help our clients thrive and communities prosper.
We care about each other reaching our potential making a difference to our communities and
achieving success that is mutual
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact
Work in a dynamic collaborative progressive and highperforming team
Flexible work/life balance options
Opportunities to do challenging work
Opportunities to take on progressively greater accountabilities
Opportunities to building close relationships with clients
Your application will be treated as confidential. You can send it to us now by email: or by phone on:
MAJOR INCIDENT MANAGER What is the opportunity? We are looking for a Major Incident Manager who can drive consistent Incident management. operational framework and processes for high priority incidents focusing on effective and efficient service recovery. Major/Incident Management in executing best practices in investigation, hierarchical and technical escalation, diagnosis, recovery, documentation, communication and transition to Problem Management. This role reports in to the local Senior Service Delivery Manager. This is a high-profile role providing Major Incident Management support to the CACEIS IS Bank Production Center, Infrastructure and applications which support both client facing and internal services. What will you do? Ensure the design, development, implementation, operation and continual service improvement of an Incident / Major Incident Management Framework, strategy and process are in place and executed effectively Establish direction for the prioritization and development of Major Incident Response in alignment with the ITIL service model and industry best practices Responsible for Global facilitation and response of all major incidents impacting mission critical business Applications and Infrastructure Services on a 7x24x365 basis Validating the priority level of the incident Setting up of a technical bridge Engaging of Recipient s support teams Major Incident Communication to the Recipient s nominated Single Point of Contact (SPOC) Managing the engagement and interaction of Infrastructure Provider to support Major Incident Services. Ensure that the logging, management, and resolution of Major Incident tickets are in line with the enterprise major incident and problem processes. Engagement and management of business bridges Managing of communications to the Recipient s user base Assists the Manager and team with daily operational duties and tasks ensuring documented processes are followed and Incident Communications are accurate, sent out in a timely, effective and efficient manner meeting SLA commitments Responsible for Post Incident Reviews and smooth transition to Problem Management Responsible for the accurate recording of incident data in the ITSM tool Public What do you need to succeed? Must-have : Technical understanding in a variety of hardware and software platforms: Windows, proprietary and open source UNIX varieties,(Linux, AIX), Tandem-NSK, iSeries Mid Range operating systems; Mainframe, Virtual, Storage, Cloud Computing, Database technologies, Networks and back-end infrastructure University Degree or Information Technology Diploma (preferred) Demonstrated leadership ability / managerial experience ITIL v3 Certification: ITIL Foundations (ITIL Service Operations preferred) Thorough understanding of Major Incident / Incident Management & Response / Processes Keen and able to work within a 7/24 globally supported environment Experience in a Leadership role Nice-to-have: 10 years of experience in an operational technical role (application or infrastructure support) Ability to manage multiple high priority incidents Previous hands-on role in IT Service Management Operations Experience managing incidents, changes or problems Client Support experience (Helpdesk, Command Centre or similar structure) What s in it for you? We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual Leaders who support your development through coaching and managing opportunities Ability to make a difference and lasting impact Work in a dynamic, collaborative, progressive, and high-performing team Flexible work/life balance options Opportunities to do challenging work Opportunities to take on progressively greater accountabilities Opportunities to building close relationships with clients Your application will be treated as confidential. You can send it to us now by e-mail: or by phone on:
Employment Type
Full Time
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