Major Incident Manager

Responsibilities of the job:

Coordinative Tasks:

• Ensures that P1s and major incidents are handled according to agreed procedures
• Acts as the first point of contact for all P1s and major incidents, ensuring rapid response and initiating the P1 or major incident process promptly
• Responsible for assessing the severity and potential impact of the incident and categorizing it correctly according to predefined criteria, including declaring a major incident candidate to a major incident
• Coordinates all involved teams and resources to ensure a P1 or major incident is resolved quickly and effectively
• Requests approvals for necessary actions to resolve or mitigate the impact of a P1 or major incident, including additional resources and workarounds
• Continuously evaluates the P1 or major incident in terms of its classification (in case of major incident: decrease to incident or increase to crisis; in case of P1 decrease to p2-p4 or increase to major incident or crisis).
• Provides situational picture during a P1 or major incident to crisis management
• Provides regular updates to stakeholders, management, and other relevant parties about incident status, progress, and resolution timelines (excluding communication to business and customers).
• Ensure accurate and thorough documentation of incident details, actions taken, and resolution procedures for future reference and post incident analysis
• Responsible for ensuring effective handover to next Major incident Manager (follow the sun) 
• Responsible for ex-post P1 or major incident review and managing the incorporation of lessons learned into the P1 process or major incident response function (tools, organizational and/or process adjustments)
• Supports Problem Management to analyze root causes of incidents and minimize probability of recurrence
• Responsible for onboarding and training of new employees that are part of the team responsible to manage P1 or major incidents
• Analyses metrics and reports on performance of P1 and major incident response process.
• Responsible for ensuring appropriate data quality within ServiceNow

Technical tasks:

• Analyzes the technical aspects of the P1 or major incident and supports technical team to identify potential causes
• Ensures that dependencies and relationships between applications are considered during analysis and resolution of a P1 or Major Incident
• Closely works with the technical resolution team as a lead to ensure all necessary actions are executed to resolve the P1 or major incident.

Qualifications for the job: 

• Study to university degree level of natural sciences, computer science, business, or an equivalent education
• Certification as ITIL Practitioner or deep knowledge of the processes of Incident Management (ITIL)
• 3+ years experience as a (Major) Incident Manager in a global organization with cultural diversity

• Experience supporting Microsoft Windows operating systems.
• General knowledge on IT-Infrastructure such as WAN, LAN, Data Center’s (Cloud & On Premise), O365, Azure
• Experience in using ticket systems for incident management (preferably ServiceNow) 
• Proficient communicator – Technical and non-Technical, verbal & written (English) with stakeholders on different organizational levels (up to Board level); able to understand complex technical language as well as translate technical language into business language
• Negotiation, decision-making and leadership skills
• Vendor relationship management skills
• Experience in problem management