IT Incident Manager in Bucuresti

About the role:You will be part of the Service management (ITSM) team, which is a team split between Chennai and FLSmidth headquarters in Valby. The team consist of 2 Major Incident Managers in Chennai and one Manager in Monterrey, Mexico. The Major Incident Manager is responsible for the following:Coordinate business priorities with IT/Infrastructure teams during High Priority & Critical Incidents to restore normal service operations as quickly as possible and to minimize the impactPoint of contact for all Major Incidents and manage technical conference bridgeEnsures clear communication is provided to affected teams and senior leadership during Major Incidents; Formulate concise, clear and accurate alerts and notifications to managementAssociate Major Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)Facilitate Root Cause Analysis (RCA) sessions to document all details and all root causes resulting in mitigating actions to permanently avoid similar in futurePractical experience of IT Service ManagementGood knowledge in Trending and Reporting of reported incidents and visualizing using Power BIAble to work independently with minimum supervision.Good analytical skills, structured and methodical approachProven experience of data analysis and good numeracy, analytical and reporting skillsA good understanding of the organization’s IT infrastructure, services provided and customers/users.Innovative thinking with service quality, and its improvement, within limits of costs and business directionManage and control communications, escalations during major incidentsTrack Major Incident backlog against SLAs and escalate as requiredInteract with other Process owners viz problemOpen and drive the major incident communication bridge, ensure participation from all required teams – technical support and business as neededReview the major incident post resolution and send summary reportHand over the details of events from the identification to resolution of MI to problem manager through a problem ticketParticipate in problem management callsConduct an annual review of Major Incident process – qualification criteria, communication and escalation process, metrics and reporting related to Major incident process, suggest and implement improvements as approvedIdentify potential problems and/or increasing trend of repetitive IncidentsWork with Technical Support Managers to assign or designate someone to follow-up on unresolved Incidents to the appropriate level 2 or 3 Support GroupsWhat you bring:5+ years of ITSM / IT Operations experience2+ years in Major Incident or Crisis Management rolesExperience handling P1/P2 incidents in large enterprisesTo perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability requiredAbility to influence others outside of direct management structureStrong communication and collaboration skills, situational awareness and organizational agilityMust have a demonstrable ability to effectively lead and manage Major or High Priority incidents and drive to problem resolutionMust be able to facilitate in a collaborative manner solutions across departments and teamsMust be able to anticipate and prevent problems while managing incidents to resolution}Must be self-directed and foster initiatives in othersMust be able to translate larger business goals into actionable items for other teamsConsistently displays managerial courageAdaptable for ‘on call’ duties covering outside working hours in rotation with rest of the team based on business requirementsTo be available every 4 weeks for a on call request 24/7, only for emergenciesPreferred Qualifications & ExperienceEducation: Any Bachelor's degreeCertifications (Preferred): ITIL v4 Foundation / ITIL v4 Managing ProfessionalWhat we offer:Competitive benefit package including Health Insurance, Personal Accident / Disability, Group Term Life Insurance, Annual health check-up, and voluntary insurance options.Work-life balance with a flexible work schedule so you can focus on professional and personal priorities.Financial support for continuing educationEmployee Assistance ProgramA global network of supportive colleagues and growth opportunities