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Incident Manager

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Incident Manager

  • Location:

    Luxembourg

  • Sector:

    ConSol UK Software Development

  • Job type:

    Permanent

  • Salary:

    €60000 - €68000 per annum

  • Contact:

    Abdul Siddiqui

  • Contact email:

    abdul.siddiqui@consolpartners.com

  • Job ref:

    BBBH411398_1674119743

  • Published:

    14 days ago

  • Expiry date:

    2023-01-26

  • Startdate:

    ASAP

Title: Process and Major Incident & Request Manager

Location: Luxembourg

Duration: Permanent

Job type: Hybrid

  • The Process and Major Incident & Request Manager leads the Service Management processes. He/She is also responsible for leading and managing critical situations by restoring service as soon as possible and driving ITIL processes. He/She ensures the appropriate resources are engaged along with providing effective, timely communications to customer and internal stakeholders. Additional, the Process and Major Incident & Request Manager team owns the Release Management lifecycle which includes scheduling, coordinating and the management of releases for multiple applications across various portfolios.
  • The releases can be inclusive of application updates, operating system patches, security improvements, hardware upgrades, Projects and Programs. The Process and Major Incident & Request Manager works collaboratively with all participants in development projects and is supportive of developers and testers as they set up their build dev/test environments. Where necessary he/she will provide tools and services to help project teams manage and deploy releases into production.

Role Responsibilities:

  • Design, deploy, and maintain ITIL processes
  • Monitors the performance of processes and composes reports.
  • Develop initiatives for continuous process improvements.
  • Develop best practices for process improvements.
  • Track and communicate status of improvement projects to management.
  • Coordinates with stakeholders to develop process requirements.
  • Properly and accurately records all defined problems and identified changes.
  • Organize internal and external audits, assessments and coordinate implementation of the recommendations.
  • Efficiently monitors and follow up P1/P2 Incident lifecycle through the execution of the Incident Management process.
  • Coordinate, facilitate, communicate across teams/assets to drive resolution of major incidents and ensure all SLAs are achieved.
  • Responsible for documenting the complete Major incident timeline
  • Coordinate the root cause analysis for P1/P2 incidents.
  • Conduct analysis and provide input regarding P1/P2 and major incident trends.
  • Complete ad-hoc and ongoing projects on a need basis.
  • Manage major incidents by taking the necessary initiatives to lead resolution.
  • Efficiently monitors and follows up P1/P2 Request lifecycle through execution of the Request Management process.