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Major Incident Management Manager
hace 4 meses
What success looks like in this role:
Strategic ITIL Service Management Advisor with a proven track record of managing major incidents, supporting complex customer accounts, and spearheading process improvements. Provides strategic leadership and guidance to service delivery teams, fostering effective collaboration and driving continuous improvement.
Manage major incident management for strategically important clients
Execute rapid and precise protocols for validating incident impact accurately
Spearhead communication channels such as bridge calls demanding accountability from all involved parties
Instigate swift and decisive escalations when warranted until optimal resolution hierarchy is engaged
Lead from front to document incident with meticulous, accurate, and unambiguous details
Take command of executive communications that provide a concise yet comprehensive details on the state of major incident and articulate the impact on business operations with unwavering clarity
Generate reports on post incident analysis and lessons learned with insights to aid customer on strategic decisions
Demonstrate clear understanding of contractual commitments and leads the major incident management operations in achieving them
Act as SPOC for process related questions at the advisory capacity
Champion a pursuit of excellence in major incident management process and procedures
Plan and conduct trainings for global delivery teams on major incident protocols
Stay at the forefront of industry trends and provides services to the client at high standards
Develop value driven KPIs that focuses on service performance and seek continuous improvement through innovative ideas and principles
#LI-AS2
You will be successful in this role if you have:
Bachelor's Degree and a minimum of 8 years of relevant experience
Certifications
Required: ITIL v4 Foundation
Preferred: ITIL v4 Managing Professional (MP)
Desired: ITIL v4 Strategic Leader (SL)
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.
Please not that this role requires work on weekends
#LI-AS2
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
