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Is D2c Coe High Severity Incident Management
hace 3 semanas
**IS D2C CoE High Severity Incident Management Operations Expert**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
**This position reports to**:
IS Department Manager
**Your responsibilities**:
- Within the scope of high severities incidents as cross-towers activities, act as single point of contact for service operations, including current status, workload, active incidents, requests, change calendar including major and high risk changes, root-cause and problem remediation status and any other aspects of day-to-day operations.
- Ensure strong collaborative working relation with Application Run Service Delivery Domain/ Country/ Cluster, Application Run Towers, with internal and 3rd party suppliers (where applicable).
- Provide guidance, leadership and an escalation point on operational level service integration issues and risks.
- Managing ticket backlogs and escalations for assigned areas of responsibility.
- Facilitate requirements gathering and rollout of new processes and procedures to our global operations.
- Manage incidents as escalation instance for all suppliers by e.g. minimizing ticket re-assignments, bouncing incidents between service providers and ticket backlogs, prolonged resolution etc.
**Your background**:
- Bachelor’s Degree in Electronics and Communication or Computer Science.
- Three years of experience working in critical incident management.
- Experience in leadership.
- Knowledge on Service Now and Microsoft Office.
- ITIL foundations 3 or 4 certification preferred (problem solving).
- Best IT practices.
- Ability to coordinate a good multicultural environment.
- Resilient, self - driven, ability to work as a team and organized.
- Advanced English level (conversational level).
**More about us**:
