Major Incident Manager

**Job Information**:
Work Experience
- 4-5 ans

Salary
- .

Industry
- IT Services

City
- Luxembourg

Country
- Luxembourg

Province
- Luxembourg (fr)

Postal Code
- L-1119

**MAJOR INCIDENT MANAGER**

**What is the opportunity?**

We are looking for a Major Incident Manager who can drive consistent Incident management.
- operational framework and processes for high priority incidents focusing on effective and efficient
- service recovery. Major/Incident Management in executing best practices in investigation,
- hierarchical and technical escalation, diagnosis, recovery, documentation, communication and
- transition to Problem Management.

This role reports in to the local Senior Service Delivery Manager. This is a high-profile role providing
- Major Incident Management support to the CACEIS IS Bank Production Center, Infrastructure and

**What will you do?**

Ensure the design, development, implementation, operation and continual service improvement of an
- Incident / Major Incident Management Framework, strategy and process are in place and executed
- effectively
- Establish direction for the prioritization and development of Major Incident Response in alignment
- with the ITIL service model and industry best practices
- Responsible for Global facilitation and response of all major incidents impacting mission critical
- business Applications and Infrastructure Services on a 7x24x365 basis
- Validating the priority level of the incident
- Setting up of a technical bridge
- Engaging of Recipient’s support teams
- Major Incident Communication to the Recipient’s nominated Single Point of Contact (SPOC)
- Managing the engagement and interaction of Infrastructure Provider to support Major
- Incident Services.
- Ensure that the logging, management, and resolution of ‘Major Incident’ tickets are in line
- with the enterprise major incident and problem processes.
- Engagement and management of business bridges
- Managing of communications to the Recipient’s user base
- Assists the Manager and team with daily operational duties and tasks ensuring documented processes
- are followed and Incident Communications are accurate, sent out in a timely, effective and efficient
- manner meeting SLA commitments
- Responsible for Post Incident Reviews and smooth transition to Problem Management
- Responsible for the accurate recording of incident data in the ITSM tool
- Public

**What do you need to succeed?**

Must-have:
Technical understanding in a variety of hardware and software platforms: Windows, proprietary and
- open source UNIX varieties,(Linux, AIX), Tandem-NSK, iSeries Mid-Range operating systems;
- Mainframe, Virtual, Storage, Cloud Computing, Database technologies, Networks and back-end
- infrastructure
- University Degree or Information Technology Diploma (preferred)
- Demonstrated leadership ability / managerial experience
- ITIL v3 Certification: ITIL Foundations (ITIL Service Operations preferred)
- Thorough understanding of Major Incident / Incident Management & Response / Processes
- Keen and able to work within a 7/24 globally supported environment
- Experience in a Leadership role

Nice-to-have:

- Ability to manage multiple high priority incidents
- Previous hands-on role in IT Service Management Operations
- Experience managing incidents, changes or problems
- Client Support experience (Helpdesk, Command Centre or similar structure)

**What’s in it for you?**

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together
- to deliver trusted advice to help our clients thrive and communities prosper.
- We care about each other, reaching our potential, making a difference to our communities, and
- achieving success that is mutual
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- Flexible work/life balance options
- Opportunities to do challenging work
- Opportunities to take on progressively greater accountabilities
- Opportunities to building close relationships with clients