This role is positioned within the Global Service Delivery team and is primarily responsible for Major Incident support within the North American Zone. The purpose of this position is to co-ordinate and deliver IT Services to ensure that they are stabilized and optimized to drive positive customer experiences and extreme satisfaction. This role is accountable to ensure that any critical IT issues affecting the Zone and/or Globe are managed efficiently resulting in minimum business disruption.
ResponsabilidadesCritical Incident Management
Lead- drive- facilitate and chair all investigation activities- meetings- and conference calls to support Major Incidents.
Orchestrate appropriate teams and strategic partners to participate and resolve all severity 1 and 2 issues and their underlying causes 24x7x365.
Drive the escalation process for live service to rapidly resolve critical IT issues and ensure effective communication with IT stakeholders and the business to keep them informed of resolution progress.
Ensure all documentation and reports are maintained and up to date to support the Major Incident process- including escalation contact information- Send Word Now tool- process procedures and knowledge documents.
Manage Major Incident reporting and documentation to support MBO targets and Audit investigations.
Evoke and drive Root Cause analysis process for all severity 1 and eligible severity 2 incidents- working with IT towers and strategic partners to return documentation on time- and complete corrective and preventative actions within due dates.
Escalation Point
Act as single point of contact for IT service and support.
Manage IT stakeholders’ expectations and requirements for delivery of IT services.
Act as an escalation point for business users and IT stakeholders for IT service issues.
Qualifications
Bachelor’s Degree or equivalent working experience- ITIL Certification preferred
More than 5 years’ experience managing major incident resolution initiatives specific to enterprise applications and IT infrastructure
Extensive experience of formal service support processes and procedures based on ITIL- including incident- change- problem management and service improvement
A self-starter with high levels of drive- energy- resilience- and a desire for professional excellence
Strong operational experience across large scale- global organizations
Experience in an IT service management or delivery role operating with complex- distributed IT environments at scale
Highly effective planning and prioritization skills
Sound decision-making skills under pressure