Incident Manager

Job Description

Job Purpose:To oversee be actively involved in Parexel s incident management process and ensure that system and service downtime is minimized by monitoring systems and alerts, assessing situations, making interventions plus directing and facilitating resolutions. Act as Major / Incident Manager when required.Key Accountabilities:AccountabilitySupporting ActivitiesService OperationEnsure that Incident Management is efficient, responsive and technically sound. Monitor incidents and problems raised via the support desk software; assess for service level agreement adherence and intervene with appropriate action. Personally manage major and significant incidents and act as an escalation point to ensure timely resolution of incidents within expectations and SLAs. If necessary, provide request fulfillment and/or allocate incidents to other members of Technical Run Services via a structured escalation path.Ensure fully traceable end-to-end service delivery through Technical Run Services.Participate in 24x7 coverage schedule providing timely, reliable and high-quality response to complex customer incidents or escalationsProduce and distribute reports on performance and SLA adherence as required through pre-defined requirements and dashboards. Other duties may be assigned to ensure an effective and efficient Service delivery inCONFIDENTIALPAREXEL InternationalTP-HR-WW-001-08 JD Version Date: 22-Jun-2017Effective date: 31 May 17Related to: SOP-HR-WW-001 Page 2 of 3accordance with the Departmental goals.Continuous ProcessImprovementChampion delivery quality and ITIL V3 process within the team, partake indriving internal change initiatives via Continual Service Improvementmethodologies.Consistent appetite for improvements and innovation; continually assesssupport processes and recommend action plan accordingly to ensureprocesses are fully aligned with business requirements from a functionaland performance perspective. Evaluate and improve processes inconjunction with wider Parexel business objectives.Risk Management Be able to recognize potential risk in incidents logged in the support desksoftware or from system alerts and manage risk appropriately usingdifferent methods and techniques. Take actions to minimize adverse impacton Parexel business operationsMajor IncidentManagementWhen required, manage the rapid response to major incidents andproblems including initiating bridge calls and drafting communication.Support the wider Technical Run Services Operations and/or 3rd partyvendors as required. Be the interface between Parexel and the endusers reporting of current status, progress and next steps. Maintainaccurate records of activity taken throughout the lifecycle of a MajorIncident including post incident reviews, defining and following up onimprovement recommendations, regular performance tracking andreporting.QualificationsSkills: Strong organizational skills Hands on operational approach; generate confidence with colleagues by providing effectivemanagement, direction and ideas Highly developed negotiating, presentation and communication skills. Able to effectively influenceand lead actions across the TRS group and wider Parexel organization during periods of highintensity Resilient, focused and performance driven in a dynamic and fast paced environment Quality orientated in all aspects of delivery Calm, customer focused approach to work Excellent interpersonal, verbal and written communication skills, be able to manage employeesand customer expectations through effective communication Flexible attitude with respect to work assignments and new learningCONFIDENTIALParexel InternationalTP-HR-WW-001-08 JD Version Date: 22-Jun-2017Effective date: 31 May 17Related to: SOP-HR-WW-001 Page 3 of 3 Ability to manage multiple and varied tasks with enthusiasm and prioritise Service Desk workloadwith attention to detailKnowledge and Experience: Good knowledge of services supported and applications provided by Parexel plus a goodunderstanding of the business requirements Good understanding and awareness of IT terminology Good understand of priority/severity levels and have worked to meet and exceed Service LevelAgreements Experience interacting with all levels of management both within Parexel and externalorganizations Proven track record of collaborative working across service lines and cross delivery units 3+ years in Service Delivery Previous experience in a helpdesk / IT support role Customer facing experience in meetings during real-time incident management (desired) Good knowledge of IT platforms and applications (desired)Education: An understanding of ITIL V3 Foundation (desired) Educated to degree level preferably in Computer Science or,

Keyskills :
incident managementproblem managementchange managementitilslait supportservice deskfollowing upservice levelservice linesv3 foundationcustomer focusrapid responseitil v3