Man at Work - Incident Manager - Budapest (Referenciaszám: BV-2101)

Állás leírása

Generic accountabilities:

  • To qualify, validate, lead and escalate / deescalate major (CBI - High / Critical) incidents
  • To open and lead technical conference calls
  • To own and coordinate Incidents, whilst ensuring that key milestones, KPIs and SLAs are achieved
  • To create and distribute structured list communications to key stakeholders in line with reference process, keeping them informed of progress for resolution
  • Initiates root-cause analysis by providing information to Problem Management about major (CBI High / Critical) incidents which start the investigation into Problem tickets
  • Lead incident resolution whilst ensuring that KPIs and SLA are achieved

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Task list:

  • Handling of Severity 1 and 2 Incidents as Standards fulfilling the contractual obligations
  • Handling of Incidents escalated by MoD / Customer (Sev3 (medium) escalated )
  • Managing communication to On Call Duty
  • Managing communication to Global / TSS MoD
  • Managing communication to Customer / Operational Integrators
  • Managing and steering Conference Calls (Technical Bridge, Management Bridge)
  • Constructing, updating and distributing the Structuring List
  • Ensure and create incident documentation
  • Ensuring communication towards Management and Customers in case of any customer effect by Platform Breakdowns.
  • Supporting Service Level Reporting through approving/overviewing Incident based SL reports
  • Handover to Problem Management to start the investigation on major issues, and where root cause is unknown
  • Initiate Change Management as needed
  • Owner of e-Change Management Process during out of office hours of Change Management
  • Monitoring and steering of Issues occurring on Monitoring Dashboard
  • Participation in CSI including driving local lessons learned and supporting improvement actions
  • Supporting Zero Outage compliance
  • Management report in the required frequency
  • Representation in the regular status meetings
  • Managing communication for Case Exchange with respective towers
  • Support SC OPM in incident management process definition and delivery

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Requirements:

  • College/university degree or relevant experience
  • At least 1-2 years experience gained in the field of IT
  • Fluent English knowledge and intermediate German language knowledge
  • Deep IT knowledge
  • Knowledge of ITIL processes, practical experience
  • Willingness to work in shifts and standby
  • Excellent problem solving and communication skills
  • Certificate of good-conduct

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Place of work:

Budapest

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Profile of our partner:

A Man at Work Humánszolgáltató és Személyzeti Tanácsadó Kft. is looking for a colleague for a multinational service company.

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How to apply for the job:

If you are interested in our job advertisement, send your application to our e-mail address hrpartner-viktoria@manatwork.hu and give the number of the position (BV-2101).

For further information please contact Viktória Erdélyi-Bertalan HR advisor: +3620/339-6250.

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(Magán-munkaközvetítői nyilvántartási szám: 1237/2001.)

(Adatvédelmi nyilvántartási szám: NAIH-73314/2014.; NAIH-85575/2015.)

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Kapcsolati adatok

Man at Work Humánszolgáltató és Személyzeti Tanácsadó Kft.

Referenciaszám: BV-2101 Man at Work Munkaerő-kölcsönzés
Munkaerő-közvetítés
Fejvadászat
Outsourcing
Kapcsolattartó: Erdélyi-Bertalan Viktória
E-mail: hrpartner-viktoria@manatwork.hu
Telefon: +36 20 339-6250
Fax:

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