Major Incident Manager

Job Description

As an Incident Manager at Ensono, you will play a crucial role in managing critical incidents and ensuring timely service restoration while maintaining effective communication with key stakeholders. Your responsibilities will include:- Managing critical incidents by facilitating triage calls, coordinating service restoration activities, and communicating relevant details to business and client stakeholders.- Ensuring adherence to ITIL-aligned Incident Management processes throughout the organization and the incident lifecycle.- Documenting details related to Major Incidents, including engaged persons and teams, service restoration actions, root cause analysis, and preventive action items for Problem Management.- Conducting after-action reviews with all parties involved in Major Incidents and participating in the Problem Management process.- Coordinating with global team members for seamless incident transition across regions, participating in communications, reporting, and follow-up actions.To excel in this role, you should possess the following skills:- Excellent verbal and written communication skills, including proper spelling, grammar, and business language for effective communication with stakeholders.- Strong interpersonal skills and a positive attitude to collaborate effectively across the organization.- Self-motivation and ability to implement actions with minimal guidance.- Capability to assess the impact of incidents on the business and drive appropriate escalation and response plans.- Proficiency in translating technical details into business terms for non-technical audiences.- Collaborative approach to problem-solving and driving results.Additionally, proficiency in Microsoft Office Suite and desktop publishing tools is required for this role.Desired skills for this position include:- Understanding of ITIL and Major Incident Management practices.- Experience with automation, monitoring technologies, and familiarity with Artificial Intelligence (AI).- Knowledge of infrastructure technologies, Data-center, Hybrid Cloud, IaaS & PaaS Architecture, Networking, Storage/database, and Mainframe Computers.- Friendly, outgoing, and positive approach to work with a creative problem-solving mindset.To be eligible for this role, you should have:- 3 to 6 years of experience in a technical support role within a large or multi-client environment.- Graduate Degree Holder or Equivalent.- ITIL Foundation V3/V4 Certified.Please note that this role requires 24/7 support, including night shifts, weekends, and On-Call support. As an Incident Manager at Ensono, you will play a crucial role in managing critical incidents and ensuring timely service restoration while maintaining effective communication with key stakeholders. Your responsibilities will include:- Managing critical incidents by facilitating triage calls, coordinating service restoration activities, and communicating relevant details to business and client stakeholders.- Ensuring adherence to ITIL-aligned Incident Management processes throughout the organization and the incident lifecycle.- Documenting details related to Major Incidents, including engaged persons and teams, service restoration actions, root cause analysis, and preventive action items for Problem Management.- Conducting after-action reviews with all parties involved in Major Incidents and participating in the Problem Management process.- Coordinating with global team members for seamless incident transition across regions, participating in communications, reporting, and follow-up actions.To excel in this role, you should possess the following skills:- Excellent verbal and written communication skills, including proper spelling, grammar, and business language for effective communication with stakeholders.- Strong interpersonal skills and a positive attitude to collaborate effectively across the organization.- Self-motivation and ability to implement actions with minimal guidance.- Capability to assess the impact of incidents on the business and drive appropriate escalation and response plans.- Proficiency in translating technical details into business terms for non-technical audiences.- Collaborative approach to problem-solving and driving results.Additionally, proficiency in Microsoft Office Suite and desktop publishing tools is required for this role.Desired skills for this position include:- Understanding of ITIL and Major Incident Management practices.- Experience with automation, monitoring technologies, and familiarity with Artificial Intelligence (AI).- Knowledge of infrastructure technologies, Data-center, Hybrid Cloud, IaaS & PaaS Architecture, Networking, Storage/database, and Mainframe Computers.- Friendly, outgoing, and positive approach to work with a creative problem-solving mindset.To be eligible for this role, you should have:- 3 to 6 years of experience in a technical support role within a large or multi-client enviro

Keyskills :
interpersonal skillsITILinfrastructure technologiesHybrid Cloudverbalwritten communication skillsselfmotivationproblemsolvingMicrosoft Office SuiteMajor Incident Management practicesautomationmonitoring technologiesArtificial Intelligence AI