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Incident Manager Engineer
hace 5 meses
**THIS IS WHAT YOU’LL DO**
**Accountabilities**:
The Service Operations Associate will be supporting daily service in the Command Centre areas, including:
- ** Service** **Operations**: From shift handover support the Service Operations local Team with the daily activities for the Command Centre Service including supporting further analysis of priority issues with end-to-end thinking and monitoring of all updates per incident and managing daily tasks. Ensuring all incoming priority incidents from Service Desks are being actively worked upon enabling speedier resolution. Check that all relevant knowledge and updates are included in ticket during the handover to ensure the resolution continues at pace.
- ** Major Incident**: during such an event provide any support required for the smooth operation until service returns to normal.
- ** Communications**: ensure that updates about outgoing communications have been captured/recorded in the relevant incident tickets and readily available as needed for daily ‘pulse’ calls or any escalations for information.
- ** Service** **Management**: Adhere to the ITSM processes of Incident, Major Incident and Event management at all times and foster that culture in others across the teams. Awareness of Problem Management and checks/balances that all incident that require Problem Management are followed-on appropriately.
- ** Technologies**: Participate in the use of daily monitoring and alerting information supporting proactive approach to issues.
- ** Continuous** **Service** **Improvement**: supporting the Command Centre Team Leads to identify any areas within the day-to-day running of the Command Centre for improvements or automation of administrative tasks. Highlight any lack of information in knowledge articles or CMDB inaccuracies to ensure any gaps are closed.
**YOU WILL NEED TO HAVE**
- Fluent in English written and spoken.
- 2-3 years’ experience of working in a responsive IT Service support organisation.
- ITIL Foundation level knowledge, particularly Incident & Problem Management
- Customer focused and able to support global teams.
- Strong team working skills and information sharing skills.
- Attention to detail, thoroughness and end-to-end thinking for ticket management and information.
- Experience in supporting issue management.
- Experience of using Command Centre technology solutions, including ServiceNow or similar ITSM Toolset.
- Ability to be open, honest and support a collaborative team environment.
**WHY JOIN US**
We’re a network of entrepreneurial self-starters who contribute to something far bigger. There’s a diversity of expertise in our Technology group that’s unique to AstraZeneca - it allows us to dive deep into
exploring new leading-edge technology.
A place to be open and transparent - we speak up, think creatively and share ideas. Our diverse contributions help us to make better decisions. But we have a constant drive to innovate, and an appreciation for high standards. It takes challenging the status quo to add value in our ever-evolving environment. We love it here because put simply, we make a meaningful impact. Technology at AstraZeneca is a home for purposeful disruptors
**ABOUT ASTRAZENECA**
AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies.
At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration. Always committed to lifelong learning, growth and development.
**SO, WHAT NEXT?
