Tietoevry

Major Incident & Escalation Manager

Tietoevry

full-time

Posted on:

Location: 🇨🇿 Czech

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Job Level

Mid-LevelSenior

Tech Stack

CloudServiceNow

About the role

  • Lead, coordinate and document service restoration activities for Major Incidents and Escalations.
  • Major Incident Management process workflow ownership and accountability.
  • Validate identified/proposed incidents according to Major Incident criteria and approve or reject MI status.
  • Justify MI status rejection and explain alternative ITIL processes.
  • Communicate relevant updates to stakeholders and provide regular progress updates.
  • Initiate technical meetings with required technicians and source/lead technical meetings.
  • Problem investigation and creation; resolution coordination.
  • Collect internal inputs for Root Cause Analysis and compose Major Incident Report.
  • Capture data during the Major Incident Management Process to drive continuous improvements.
  • Verify and define impact of Major Security Incidents and drive their resolution.
  • Conduct post-incident reviews and contribute to corrective actions and continuous improvement of service quality.

Requirements

  • Many years of experience in Incident Management with a focus on server and application operation or client support.
  • Service-minded, positive attitude and a good sense of quality.
  • Flexible, independent and motivated by results.
  • ITIL Foundation certification is an advantage.
  • Shift based position (24/7).
  • Ability to lead and coordinate technical meetings and communicate with internal and external stakeholders.
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