ITIL Situation Manager (High Priority Incident) with English

Job description

ITIL Situation Manager (High Priority Incident Management) is accountable to actively participate and support the delivery of end-to-end services in line with customer and internal SLAs/KPIs.
Working within the Situation and Incident Management process community, the Situation Manager role will include:
- Being in charge of High Priority incident resolution within compound environments with complete confidence, engaging internal and external support teams globally.
- Demonstrate the ability to lead the virtual team of technical resource from all technical areas driving troubleshooting and recovery with confidence and authority reducing time to repair on major and crisis outages
- Ensure engagement and focus of relevant resolvers for impact and decision making purposes
- Responsible for verifying the severity of all levels of incidents in order to execute the correct level Incident Management process.
- Accountable as single source delivering clear and accurate communication during all incident across the business and technology including senior and exec management levels.
- Produce comprehensive incident reports to a variety of audiences including senior and exec management level
- Participate and lead Incident reviews for managed incidents or problems
- Run daily Health-check calls and make informed decisions regarding escalation of potential issues
- Ability to adjust in a fast pace every changing environment
- Leading technical and management conference bridges in a business professional manner
- Participating in other ITIL processes providing input from Incident Management perspective

Desired profile

Mandatory
-  English Speaking (B2 at least)
- Minimum 1 year ITIL Operational experience in the Incident Management process.
- Bachelors degree in Computer Science, IT or Telecommunication or equivalent in working experience
- Ability to work independently and take decisions where necessary.
- Having a strong character, can do attitude and possess a quality driven and customer focused mindset
- Successful delivery against commitments and deadlines.
- Ability to work in tight deadlines and the ability to maintain focus whilst under pressure.
- Ability to identify problems and work to resolution (see things through) and motivate others to complete tasks on time.
Additional
- Is truly interested in process management and passionate in continual improvement
- Motivated self-starter, with a keen interest in developing and implementing the best practice, creative solutions to the services and the business
- Competent with Microsoft Office, Microsoft Excel, Microsoft Word.
- Networking and server business knowledge would be a plus