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SIAM Critical Incident Manager

4 months ago

Solihull West Midlands, United Kingdom HCLSoftware Full time
Job Description

Key Responsibilities:

  • Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas.
  • Take the ownership to oversee the day to day operations relating to Incident Management
  • Manage Major Incidents or situations across providers
  • Manage high priority incidents from start to finish providing regular management updates to and bringing a satisfactory outcome for the customer
  • Running both technical conference bridges and business update calls
  • Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
  • Driving decision making for incident resolution and minimizing impact to the business
  • Escalation to Senior IT Management
  • Providing incident updates to stakeholders
  • Capturing incident follow ups and completing formal Post Mortems
  • Identifying stability trends and escalating them through the Problem Management process
  • Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication
  • Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents
  • Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA

Qualifications/Skills:

  • Must be an experienced resource with Minimum 7+ years of experience in Incident Management with knowledge sound understanding of various IT technologies/domains.
  • Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
  • Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
  • Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
  • Understanding of foundational IT technical issues and relationships
  • Sensitivity and urgency in dealing with line of business outages.
  • Ability to influence and lead technical conversations with various infrastructure support groups.
  • Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization. Strong oral and written communication skills
  • Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
  • Supervisory skills and the ability to leverage support from other parts of the organization
  • Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
  • Understanding of Technologies & ITSM Tool
  • Coordination, negotiation, and persuasion skills

Other note/s:

  • 6 months to 1 year contract
  • Main core experience on managing major incident bridges and communications.

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