Major Incident Manager with English, German or French

Job description

Work place: Flexible work system
The
Major Incident Manager 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 Global Major Incident Management process community, the
Major Incident Manager role will include: 
Being in charge of major incident resolution within complex environments
with complete confidence, engaging internal and external support teams
globally.
Demonstrate the ability to lead the virtual team of technical resources 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
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 interfacing with incident
management in order to ensure overall process delivery.
Actively
participating in CSI activities for Major Incident Management process and in
global Incident Management community

Desired profile

Mandatory
 
German,
French or English Speaking (B2 at least)
 ITIL Operational experience in the Incident Management process. Non-Operational
knowledge of other ITIL processes interfacing with Incident Management. 
Bachelors degree in Computer Science, IT or Telecommunication or
equivalent in working experience (is a plus – not mandatory)
ability
to work under stress while maintaining clarity and making logical decisions
based on inputs from multiple sources
out-of-the-box
thinking, strong analytical skills, ability to propose non-standard solutions
to complex issues.
Ability to work independently and take decisions where necessary.
Having a strong character, high level of assertiveness, 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
cross
process knowledge and willingness to expand ITIL expertise by conducting
transitions, participating in CSI projects, acting as SPOC for customers and
going beyond standard Incident Management process. 
Competent with Microsoft Office, Microsoft Excel, Microsoft Word.
Networking and server business knowledge (business solutions) would be a
plus