SENIOR SMC ANALYST

Job description

The future is our choice
At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

 

 

 

This position will have 2 roles - Incident Manager and Problem Manager, rotate every 6 months.

Incident Manager

•            Detection and impact assessment - Determine impact, assign and engage support group accordingly. Facilitate by assigning incident to respective team and escalate based on the impact.  Track resumption & Recovery - Manage and communicate recovery actions and verify service resumption for major incidents.

•            Provide integrated management and coordination of Incident Management through Incident coordinators

•            Bridge gaps between delivery teams and drive rapid recovery during incidents

•            Establishes and maintains a dialogue with Technical Teams, Service Delivery Managers (SDM) and Shift Duty Operations Manager (SDOM) for major incidents.

•            Manage Executive Summary and Notification during major incidents.

•            Serve as secondary control to check that critical monitoring alerts are promptly attended to by relevant support group.

•            Participate in daily meeting to discuss on status of High and Critical priority incident.

•            Ensure that the Incident management process and procedures are adhered to.

•            Continue to improve upon the Recovery Model for resolution of Major Incidents to restore service quickly

•            Manage reduction in mean time to respond and resolution time

•            Monitor Incident Resolution, Perform Escalation, Assemble Appropriate Parties, Invoke Problem Management Process (IM Handover), Review Background Information, Review Effectiveness of Incident Recovery, Review Effectiveness of Major Incident Management Plan, Document Successful Actions for Future Reference

•            Maintain and conduct regular review of the support and escalation contacts in incident mobilization system to assure it is kept up to date.

•            Provide input to resolve customer complaints and dissatisfaction issues.

•            Involve in internal and external audit on Incident Management scope/processes.

 

Problem Manager

•            Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process

•            Responsible for communicating with the Problem SME/ SMC Lead

•            First point of contact for Problem Management matters.

•            Facilitate RCA and Problem Resolution with Delivery Teams prioritizing on formal RCA.

•            Attend formal RCA call  with customer scheduled for all priorities of incidents (P1, P2, P3, Ad-hoc P4 and P5S@R). Prior to that, schedule internal RCA call to prepare Atos position.

•            Follow up on open RCA action items with Atos delivery teams including Tower heads, Team leads and Tower Service Manager. (Corrective Actions driving)

•            Prepare & validate PIR (Post incident review) report for internal review before publishing to SCB.

•            Ensure Problem Register is updated with all ongoing RCA/ Problem records & action item.

•            Assist Problem Lead & other stakeholders with daily, weekly & monthly reporting.

•            Ensure timely closure for all ageing problem ticket, to avoid SLA miss.

•            Liaise with the Account Service Team to ensure that appropriate information is communicated to the Customer.

 

 

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

 

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment. 

Choose your future. Choose Atos.