Senior Incident Management Operations Specialist
hace 1 mes
We are seeking a highly skilled Senior Incident Management Operations Specialist to join our team at ABB. In this critical role, you will be responsible for managing high-severity incidents and ensuring seamless service operations.
Key Responsibilities- Act as a single point of contact for service operations, including current status, workload, active incidents, requests, change calendar, and root-cause remediation.
- Collaborate with Application Run Service Delivery Domain/Country/Cluster, Application Run Towers, and internal/3rd party suppliers to ensure strong working relationships.
- Provide leadership and escalation points on operational level service integration issues and risks.
- Manage ticket backlogs and escalations for assigned areas of responsibility.
- Facilitate requirements gathering and rollout of new processes and procedures to our global operations.
- Minimize ticket re-assignments, bouncing incidents between service providers, and prolonged resolution times.
To succeed in this role, you will need:
- Bachelor's Degree in Electronics and Communication or Computer Science.
- Three years of experience working in critical incident management.
- Leadership experience.
- Knowledge of Service Now and Microsoft Office.
- ITIL foundations 3 or 4 certification (problem-solving) preferred.
- Best IT practices.
- Ability to coordinate multicultural environments.
- Resilience, self-motivation, teamwork, and organization skills.
- Advanced English language proficiency (conversational level).
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