Incident Manager Service delivery 6 months rolling Romania Bucharest
Incident Manager Service Delivery 6 months rolling Romania Bucharest
Service delivery Manager 6 months rolling
Incident Manager – My client is looking for an Incident Manager who is able to work in Romania for a 6-month rolling contract
Handle process operations for Major Incident through best-practices and methodologies in the Infrastructure and Application Services (both business and technical services).
Assist in development and implementation of ITSM plan and initiatives.
Develop plan to seamlessly integrate new process with existing ITSM processes.
Work with customers to understand ITSM requirements and needs.
Identify opportunities for ITSM process optimization.
Assist in business process improvements, process re-engineering and process design to achieve business goals.
Identify technical problems and develop solutions to support ITSM objectives.
Create, update, review and approve documentation for new and existing ITSM processes.
Lead workshops with various stakeholders, both technical and non-technical, to understand the dependency and hierarchy of services and applications.
Apply a generous listening principle to collaboratively identify potential Critical Incidents
Receive and review the tickets in the central Service Management Tool. Pay special attention to:
Current recovery estimates
Conduct Critical Incident Analysis of all P1 & P2 incidents
Carefully review all details of the Critical Incident identified
Assume the end-to end ownership of the Critical Incident and manage it through to completion
Carry out initial & periodic communication as per the Communication Framework
Identify resolution groups who can contribute to the resolution of the incident(internal support groups, backline teams, Service Provider support team, SMEs)
Open technical & business management bridge
Follow hierarchical & functional Escalation Model, where required
Work/ Coordinate with the Resolution group as solution is developed and implemented.
Coordinate with Change Management team to manage Emergency Change where required
Verify with Resolution team that restoration is acceptable and that service has been satisfactorily restored.
Coordinate handoff to Problem Management team for Root Cause Analysis(RCA)
Participate in Problem Management process as required
Create the Critical Incident Management report
For more information, please call Dilan on 0207 324 1795 or email Dilan@Next-Ventures.comApply now