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Major Incident/Problem Commander

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  • IT
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Job Details

Be the main point of contact/manager of high priority (P1/P2) major incidentsEnsure that the Major Incident Management (MIM) process is adhered to, with specific responsibility for initial notification and escalation, including action plans and updates to relevant managementResponsible for clarifying the severity of all levels of incidents with the Customer in order to execute the correct level Incident Management process.Demonstrate the ability to lead the virtual team of technical resources driving troubleshooting and recovery with confidence and authority reducing time to repair on major incidentsProactively takes responsibility of the MIM, and is responsible for assigning to IT teams to resolve them (get the required results).Ensure that all relevant incidents are linked to their appropriate problem by resolving groupsDeliver clear and accurate communication during the incident across the business and technology including senior and exec management level, always remaining mindful of the audience (e.g. translates complex/technical issues to meet the audience's competency level)Act as Incident escalation focal point, identifying and resolving conflict and bottlenecksAlways remains focused on the most critical / impactful task to hand using all resources efficiently and effectivelyProduce a detailed Major Incident Report after the recovery of the serviceDocument post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to update KEKBEnsure the Problem Management process is adhere toCall and chair Post Mortem Review meetings following Major Incidents; issue a written Problem Report to IT management, identifying the root cause of the incident, its impact on the business, detailing named corrective actions with agreed delivery datesMonitor, track and report out on the completion/progress of these corrective actions on Problems assigned to youProactively takes responsibility, owns any issues arising and follows through to resolve them (get the required resultParticipate and contribute in reviews of the Major Incident & Problem Management processes with their owners to ensure they are continually aligned to our business requirementsBe an Evangelist for the Major Incident & Problem Management ProcessesProvide afterhours escalation supportProvide weekend on call support on a rotation basisDesirable skills knowledge and experienceITIL certified to foundation levelStrong business and technical communication skills.ITIL Incident/Problem Practitioner a plusDeeper technical understanding of the Technical IT infrastructure (Networks, Servers Unix/Windows, Oracle Databases)Experience of working in a similar roleComfortable working under pressureGood business awareness and an understanding of the impact of incidents and problems to a large international software companyAbility to influence at all levelsAbility to drive through identified improvements to both systems and processes currently used within the incident and problem management processesAbility to multi-task and prioritise workloadWilling to work additional hours at short noticeStrong team working skillsMakes customer-oriented decisionsWorks collaboratively with a range of people to support the wider business agendaTakes advantage of every opportunity to communicate relevant information remaining mindful of the audience (e.g. translates complex/technical issues to meet the audience's competency level)3 years experience within a large complex IT department/organisationWorking knowledge of the following toolsCisco WebExServiceNowSunguard Assurance (Siren)
Degree: M.Sc. (Science) | MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science) | BCA (Computer Application)

Experience: 3-8


Application Programming | Database Administration (DBA) | Software Engineer | Systems Programming
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