Responsabilities:

• Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration;
• Act as a central, focal point of contact for all departments during incidents, and coordinate between them to achieve service restoration;
• Form, lead and drive ad-hoc technical recovery teams to minimise business disruptions to clients;
• Ensure a Restorative Action Plan or Workarounds are created and implemented within SLAs;
• Set up and chair Technical & Management Bridges to facilitate communication during MIs and service restoration;
• Manage and coordinate escalations both internally and customer wise as necessary;
• Engage with Directors, Customer & Service Managers, vendor partners, 3rd parties and C-suite Executives during and Major Incident lifecycle and send official, documented communications;
• Produce relevant, adequately researched, substantiated and concise Major Incident reports on the MI timeline to both internal and external Executive stakeholders within the agreed OLAs;
• Provide input and support the Problem Management team for root cause analysis;
• Contribute to and maintain the knowledge repositories;
• Identify, develop and implement improvements and lessons learnt following MIs;
• Identify potential MI risk and consequences and raise awareness of the appropriate individuals, exercising a logical and pragmatic approach in the attempt to reduce/overcome MI consequences;
• Participate and lead post Incident reviews for managed incidents, following on lessons learnt and improvement actions.

Requirements:

• ITIL Qualifications or relevant demonstrable experience in environments based on ITIL framework
• General, high-level awareness of technical environments and corporate structures;
• Show a strong sense of urgency, take responsibility and be able to work under pressure;
• Excellent organisational and analytical skills;
• Have strong skills in leadership and communication;
• Proven know-how on handling demanding and challenging customer environments;
• Strong crisis management skills - able to direct work and remain calm in stressful situations;
• Ability to work assertively and un-manged towards individual objectives associated with the role;
• Availability to work in shifts: 21:00-09:00; 09:00-21:00 / weekends

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