Major Incident Manager

3 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
Experience Level: Minimum 7 - 13 years of Experience.

Job Description:

We have an opportunity for a Major Incident Manager within Group IT Service Delivery.

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
• Lead, coordinate, influence and communicate with internal and external parties, including senior stakeholders, during major, significant and complex IT issues to achieve rapid Incident resolution and thus maximise service availability and minimise business disruption
• Evaluate and assess available solutions within the Major Incident Management and authorise and recommend preferred options in order to recover service within SLA parameters and business requirements
• Evaluate and review IT Problems in conjunction with IT Problem Management and influence and guide internal and external IT teams in order to avoid reoccurrence of incidents
• Produce and communicate reporting on IT Major Incidents Problems to provide accurate and timely Management Information that informs decision making in line with Major Incident Management Policies Procedures and Service Level Agreements
• Document, promote and update knowledge items on IT issues across internal and external teams to ensure consistency and efficiency through robust, accurate and relevant IT workarounds
• Deliver short term / one-off projects and activities as required by and to the standards and outcomes agreed with Line Manager

Person specification
• The successful candidate should have:
• 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

Qualifications/other
• Relevant professional or technical training or qualification:
• Information Technology Infrastructure Library (ITIL) Foundation (essential)
• Information Technology Infrastructure Library (ITIL) Service Operations (desirable)
• Basic understanding of technology platforms: Infra (On-prem/Cloud), Network and Software platforms such as SAP and middleware.

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