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Service Restoration Manager

Job Code:
  • IT
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Job Details

The Service Restoration Manager is responsible for the end-to-end efficiency and effectiveness of the work performed to restore a critical IT services within the Major Incident Process as part of a 247 staffed team.This includes directing the assigned Incident Handling Team effort in executing and driving service restoral efforts during outages of mission critical IT services; developing staff to meet the support needs of BU applications, infrastructure and operating environment now and in the future; participating in continual Improvement of the Incident Management process; and maintaining a close partnership with Problem Management, Change Management, and other I&TG teams (i.e. Application and Infrastructure Support).Responsibilities/Skills/Experience RequirementsManage and ensure Incident Handling Team follows I&TG Incident Management Processes and the defined critical incident handling procedures. Deliver the swift resolution of all escalated incidents within acceptable timeframe by coordinating needed efforts between Outsourced Vendors and SHC Service Support Teams Communicate and provide restoration status during a critical incident restoration process to Incident Manger Make recommendations on maximizing the effective use of Incident Management technologies and supporting processes, drive continuous improvement on team performance, and support change initiatives Attend CAB (Change Advisory Board) meetings as requested and interface with other teams to walk through changes and relay change information to prepare team members Assist in organizing critical incident post resolution reviews and make on-going operational improvement recommendations. Provide input on the design and implementation of service stability monitoring, alert notification and escalation mechanisms/processes Provide input on how daily operations are run in a global, highly virtualized environment Ensures the ITIL-based Incident Management process is followed and evangelize adoption of best practices across I&TG. Ensure team members develop thorough understanding on all SLO (Service Level Objective) and SLA-driven metrics during outages. Ensure that incident management documentation practices are well planned and agile; including live documentation utilized during an outage. Maintain up-to-date knowledge by demonstrating strong motivation in continuous learning of latest incident management methodologies and applications in improving incident management practice. Mentor/coach Incident Handling team members in delivering quality incident resolution. Provide constructive feedback on team performance and direct actions to improve service quality and efficiency Develop thorough knowledge in understanding the functional and hierarchical dependencies that affect mission-critical and production environments. Must be able to work on shifts appropriate to 24 7 coverage.
Degree: ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering)

Experience: 7-8


Customer Support | H/W Installation/Maintenance | Network Planning | Security
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