Major Incident Manager

2 weeks ago

Quezon City, Philippines Cognizant Full time
Cognizant is looking for an experienced Major Incident Manager for our fast-growing business area. An ideal candidate is someone best problem-solvers, idea-makers, and high-energy individual. If you meet our background requirements and looking for an opportunity to be rewarded for your skills and expertise, is the ideal opportunity for you
Grade: Senior Associate/Manager
Experience Level: Minimum 10 - 18 years of Experience.
Job Description:

As a Major Incident Manager - Lead, you will be responsible for overseeing and coordinating the response to critical incidents impacting IT services within our organization. Your role is pivotal in minimizing the impact of incidents on business operations and ensuring swift resolution by engaging appropriate technical teams and stakeholders.

Group IT Service Delivery provides IT support for hardware, infrastructure, network, and software platforms across the group. The department supports over 1,000 plus users and is the primary interface for all IT support.
Job specification
Incident Coordination: Lead and coordinate the response to major incidents, ensuring adherence to incident management processes and procedures.
Incident Triage: Quickly assess the severity and impact of incidents, categorizing them appropriately for escalation and response.
Communication: Maintain effective communication channels with stakeholders, providing timely updates and managing expectations during incident resolution.
Service Restoration: Drive efforts to restore services to normal operations as quickly as possible, managing the incident lifecycle from detection to resolution.
Incident Response Team Leadership: Mobilize and coordinate technical teams involved in incident resolution, ensuring clear roles, responsibilities, and escalation paths are established.
Root Cause Analysis: Facilitate post-incident reviews and root cause analysis sessions to identify underlying issues and prevent recurrence.
Process Improvement: Continuously improve incident management processes based on lessons learned and industry best practices.
Documentation: Ensure accurate documentation of incident details, actions taken, and resolutions for future reference and reporting purposes.
Executive Reporting: Produce and communicate reports on major incidents to provide accurate and timely management information that guides decision making in accordance with Major Incident Management Policies, Procedures, and Service Level Agreements.
Others: Deliver short-term / one-off initiatives and activities in accordance with the standards and outcomes agreed upon with the Line Manager.
Person specification
Experience:
• Meaningful relevant and demonstrable experience of IT (Major) Incident Management
• Experience in a Retail (Energy) Services environment (desirable)
• Experience of a multi-party operated IT Infrastructure environment
• Broad operational experience of multi-platform technologies

Technical Aptitude: Understanding of IT infrastructure (On-prem/Cloud), applications (SAP), middleware and networking concepts to effectively manage technical incidents.
Problem-Solving Skills: Ability to remain calm under pressure, make quick decisions, and troubleshoot complex issues during major incidents.
Communication: Excellent verbal and written communication skills with the ability to convey technical information clearly to diverse audiences.
Leadership: Demonstrated leadership skills in coordinating teams and stakeholders during high-pressure situations.
Analytical Thinking: Capable of analysing incident data, identifying trends, and proposing improvements to incident management processes.
Qualifications/other
Relevant professional or technical training or qualification:
• Information Technology Infrastructure Library (ITIL) Foundation (essential)
• Information Technology Infrastructure Library (ITIL) Leader (desirable)
• Willingness to work in a dynamic and fast-paced environment, including after-hours support for major incidents.
• Strong teamwork and collaboration skills, able to work effectively with cross-functional teams and vendors.

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