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Major Incident Lead Escalation Officer
hace 2 meses
We are seeking a highly skilled Major Incident Lead Escalation Officer to join our Global Cloud Infrastructure Delivery team. As a key member of our team, you will be responsible for managing and coordinating major incident escalation efforts from start to finish.
Key Responsibilities- Act as a single point of contact for all involved stakeholders in the restoration process
- Closely align with Incident escalations managers from cloud delivery units
- Define work streams for technician investigation and trigger incident resolution
- Communicate with management about impact, root cause, resolution steps, and work-streams
- Support function for Problem Management (PRM) after the Major incident, during initial PRM activities root cause analysis (RCA)
- Execution and support on emergency changes, disruptive changes, daily regional operations meetings, daily status calls, and high visibility events
- 7+ years of professional IT experience, out of which minimum 3 years in IT Infrastructure functions
- Experience in a previous Support, Consulting, Engineering, or leadership role
- Strong communication skills, ability to provide clear and assertive communication
- Subject matter expert in incident management process / major incident process
- Very structured and self-reliant way of working, ability to manage priorities and deadlines
- Excellent judgment and decision-making ability
- Knowledge about ITIL v3 or v4 especially about Service Operation's INM, PRM, CHM
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