Major Incident Manager

hace 3 semanas

Guadalajara, México AstraZeneca A tiempo completo

**Accountabilities**:
The Service Operations Support Analyst will be supporting the ‘run’ of the daily service in the Command Centre areas, including:

- ** Service** **Operations**: From shift handover support the Service Operations Manager with the daily running of the Command Centre Service ensuring that events captured via monitoring tools and processes are analyzed to determine criticality of the issue and then taken forward. Ensure thorough analysis of all incoming priority incidents from Service Desks and that all required information is captured from CMDB and other sources to support speedier resolution. Support the priority incident bridge calls and any in-flight incidents that span across shift-windows, sharing all relevant knowledge and updates during the handover to ensure the resolution continues at pace.
- ** Major Incident**: support the Service Operations Manager and Regional MIM Lead during any ‘war room’ engagements until service returns to normal, including shift handoffs as necessary. Ensure all information is available, accurate, shared and recorded in for ownership of resolution including vendors.
- ** Communications**: support the Service Operations Manager with the dissemination of communications according to process for service-impacting events. Ensure that there is awareness as relevant across business technology groups and/or site IT technical teams, prepare any information needed for daily ‘pulse’ calls.
- ** Service** **Management**: Adhere to the ITSM processes Incident, Major Incident, Event management. Support the Command Centre Team in ensuring all IT personnel, including those in Marketing Companies, are following processes per established SOP’s as part of any incident investigation.
- ** Technologies**: Use monitoring and alerting tools daily and analyze alerts to determine criticality and response required.
- ** Continuous** **Service** **Improvement**: supporting the Command Centre Team Leads to identify any areas within our own processes and day-to-day run of Command Centre for improvement or automation.
- ** Collaboration**: ensure open, honest and productive collaboration through matrix teams in ETS.

**Function / Team / Location / Stakeholders**
- The IT Service Operations Support Analyst will be a member of a Command Centre Regional Team and reports to the Regional Major incident management lead.
- The Command Centre service is 24x7x365 in a shift pattern to ‘follow-the-sun’ of a given business day and may require some unsociable hours of work during critical issue management and handovers, predominantly EMEA hours.
- The key stakeholders for this role are:

- Command Centre Director & Regional MIM Leads
- Global Service/Application Owners
- Remote Channel Service Leads e.g. Service Desks
- Business Technology Group Service Leads
- Site IT Technical Leads

**Essential Skills & Experience required**:

- Fluent in English written and spoken.
- 5-8 years of minimum experience, working in a IT Services/support organisation in Incident, change or problem management roles.
- ITIL Foundation level knowledge, hands on experience in handling Critical/Major Incident Management
- Excellent stake holder management, experience in handling/chairing P1 bridge calls.
- Customer focused and able to respond quickly to situations to support global teams and vendors.- Attention to detail and able to assimilate information and proactive approach to problem-solving.
- Ability to analyse information, probe the right questions and reach a conclusion sometimes under pressure.
- Experience in managing issues and preventing escalations as much as possible.
- Experience of use of Command Centre technology solutions, including ServiceNow or similar ITSM Toolset.
- Ability to be open, honest and support a collaborative team environment.
- Experience in understanding business impact, urgency, and priority.
- Strong team player.

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