Incident Manager with German
Vor 4 Tagen
HCLTech is a global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, AI and software, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2023 totaled $13.1 billion.
To learn how we can supercharge progress for you, visit hcltech.com.
The successful candidate will have a background in Service Management and have held recent, specific incident management/leadership posts for a leading IT Service provider. Candidates should also be used to working in a fast passed and dynamic environment and have the ability to start a new position (1.) Ensure adherence to the published compliance framework. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stake holders and follow up (2.) To prepare business requirement documents for automation/enhancement of the Process(es), lead pilot and testing efforts of process rollouts. (3.) Ticket Queue management and necessary reporting (4.) Assist PMO/SDM with preparation of any reporting required or operational reporting and any other tasks as assigned.
Skills
• Ability to listen and understand without interruption
• Calm, controlled and level headed, rational, especially in stress situations
• Good understanding of banking business
• Negotiation & conflict resolution
• Objective and decisive
• Integrity, trust & fairness
• Communication, written and verbal
• Analysis & problem solving
• Ability to arbitrate at all levels of the organization
• Relationship building
• Customer & Service Orientation
• Business & Product knowledge
• Technology knowledge & expertise
• Openness to innovation & change
• Acceptance to work over hours and shift
• Experience of leading a team with performance management
Job Description
•Ensures the efficiency and effectiveness of the Incident Management process by monitoring key indicators to judge, control, steer and measure, report, compare and manage the process.
•responsible for the management and control of Incidents as they occur, ensuring correct impact is determined, escalations are managed, communication is controlled (and is clear, succinct and factual) whilst at the same time focusing the efforts of the required teams to recover service as quickly as possible. The Incident Manager the first level of escalation by the Incident Management Support Team once they have been engaged with regards to an incident occurrence. All incidents with user impact are managed by the incident manager and the Incident Manager has a responsibility to provide correct and clear reporting to the Problem Management function to ensure efficient root cause analysis for complete remediation.
• responsibility to support the continuous improvement program, control reports and make them available to Users and Customers.
• Incident Managers should at all times work with discipline , quality, professionalism and display good work ethics.
• A deep process understanding is a prerequisite to be a member of this team
• Chair Incident Management bridge calls
• Suggest updates for documentation of process, roles and responsibilities and it’s interfaces for operational improvement
• Identify and organize resources, regardless of their position, to participate in conference calls
• Set priorities and choose escalation procedures in the due care of incidents
• Escalate to and include Head of global IM in a timely manner based on the judgement of criticality of an event.
• Assist with defining, developing, documenting and imbedding the processes within respective functional area in line with the Process Framework to SMEs
• Manage Provider, Customer and internal organizational interfaces
• Ensure adequate adherence to process metrics
• Identification of risk and compliance issues and indicators
• Proactively review incident data to generate higher quality input for PM and detect patterns
• Chairing reviews and meetings as required with Senior management/client
• Close contact and feedback to incident mgt. support
• Work with Problem, Change and Continuity Management to leverage understand for permanent solutions.
• Input to allocation of team member activities /distribution of assignments
Beneficial package:
- Life insurance
- Private medical care
- MultiSport Card
- Subsidy for glasses
- Subsidy to language courses
- Christmas and holiday bonuses
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