Major Incident Management Director
hace 6 días
We are seeking a highly skilled Major Incident Management Director to join our team at SUSTS Colombia Ltda. as a key member of our IT service management team.
Key Responsibilities- Manage major incident management for strategically important clients, ensuring prompt and effective resolution.
- Develop and execute rapid and precise protocols for validating incident impact, ensuring accurate and timely communication with stakeholders.
- Lead communication channels, including bridge calls, to demand accountability from all involved parties and drive swift and decisive escalations when warranted.
- Document incidents with meticulous, accurate, and unambiguous details, providing clear and concise executive communications on the state of major incidents and their impact on business operations.
- Generate reports on post-incident analysis and lessons learned, providing insights to aid customers in strategic decisions.
- Act as a Subject Matter Expert (SPOC) for process-related questions, championing a pursuit of excellence in major incident management processes and procedures.
- Plan and conduct trainings for global delivery teams on major incident protocols, staying at the forefront of industry trends and providing services to clients at high standards.
- Develop value-driven KPIs that focus on service performance, seeking continuous improvement through innovative ideas and principles.
- Bachelor's Degree and a minimum of 8 years of relevant experience.
- Certifications: ITIL v4 Foundation, ITIL v4 Managing Professional (MP), and ITIL v4 Strategic Leader (SL) preferred.
- Strong experience with ITIL and other service management methodologies.
- Well-versed with process KPIs and ability to report on them.
- Proficient in communicating in English, as evidenced by strong vocabulary, grammar, reading, listening, speaking, and writing skills.
We offer a dynamic and challenging work environment, opportunities for professional growth and development, and a competitive compensation package.
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