This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
The role involves enabling service restoration through the classification, prioritization, and documentation of major incidents. This includes driving task forces and communicating results according to global process guidelines. The position requires tracking delivery issues and identifying mitigating actions across IT Services, IT Providers, and other IT Units derived from Incident- and Problem records. Management and monitoring of operational key metrics such as SLAs and KPI trends are essential, along with the identification of adjustments from a customer or user perspective. Real-time stakeholder communication of major incidents and senior stakeholder management experience are crucial. The role also involves providing thought leadership to enable process improvement and proactively identifying performance deterioration through Major Incident- and Problem Management. Driving root cause identification and tracking permanent fix implementations or continual service improvements is expected. Continuous collaboration with Service- and Application Owners and ITIL Global Process Owners regarding performance issues, scheduled service improvements, and planned activities is necessary. Additionally, the position includes providing support with the implementation of agreed remedies and preventative measures, including reporting on the current state of incidents and problems. The provision of IT service reports, such as incident statistics, problem management data, and root cause analysis for operational reviews, is also part of the role. Finally, defining requirements and instrumentation for reporting, monitoring, and operational management capabilities of IT applications and IT systems while working with IT architecture and build teams is required.
