Client Retention Manager
Thrive
CloudCyber SecurityServiceNow
Major Incident & Escalation Manager
Tietoevry
full-time
Posted on:
Origin: • 🇨🇿 Czech
Visit company websiteJob 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.
