Major Incident Management Lead (M/F) - remote Full-time
Contract/country: Unlimited
Job family: IT
Do you want to be part of an innovative company with a presence in important sectors such as the automobile, railway, energy and aerospace industries, among others?
At SEGULA TECHNOLOGIES we're looking for people like you.
The company has grown rapidly in recent years and we are currently present in over 30 countries with more than 15,000 employees. We support our customers at every stage of the product life cycle. SEGULA TECHNOLOGIES has a large team of specialists in engineering design, modelling and simulation, as well as digital technologies. We work in an inclusive and respectful environment, where everyone is valued and has equal opportunities to develop their potential.
The purpose of the role is to ensure the execution of the Major incident strategy, process, and operational delivery to an ITIL standard, ensuring a professional Incident Management capability. The MIM lead will work as part of a team able to manage multiple processes and identify areas of improvements to ensure the MIM capability remains professional and efficient.
The MIM lead will report into the Head of Incident and Problem Management. This role is a critical leadership role which is key to the ongoing stability and reliability of our IT operations.
Accountabilities
Leading a team and acting as the Senior SME for the Major Incident Management function.
Driving the simplification and standardisation of processes & procedures.
Governing the distribution of Incident communications across the IT estate.
Providing strong leadership and direction in promoting best practices across the organisation.
Driving a continual service improvement mentality across Operation with a focus on improving the Incident management processes.
Partnering with key stakeholders such as Infrastructure and Business engagement managers to ensure services remain stable and best in class.
Overseeing the entire incident management process to ensure timely resolution and minimal disruption to services.
Coordinating with technical teams to diagnose and resolve issues, managing communication with stakeholders and affected parties.
Ensuring compliance with incident management procedures and Service Level Agreements (SLAs), identifying, and addressing root causes of recurrent incidents.
Conducting post-incident reviews to identify opportunities for improvement, providing regular updates to management on incident trends and performance metrics and implementing measures to prevent future incidents.
Leading incident response teams, developing and refining incident management policies and procedures, and providing guidance to less experienced colleagues.
Minimum Requirements
Degree in computer science or equivalent professional qualification or work experience.
Experience of managing Major Incident & Incident Management for multiple customers.
Management experience where you have led a function or capability.
Managed a team of more than 5 people.
Excellent understanding of ITIL (V3 or V4).
Previous experience of ControlM software and acting as a resource for junior team members with rollout and maintenance.
Significant demonstrable experience of IT incidents, investigation, troubleshooting, and in preventing recurrence of incidents that interfere with the normal delivery of IT services.
Experience of approaches, practices, tools, and techniques for contingency and disaster recovery operations, developing and executing contingency and disaster recovery.
Knowledge of production applications, monitoring application functions and resolving issues.
Demonstrable experience/knowledge of system and software testing, design, plan and executing system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle.
Knowledge/experience of crisis management concepts and techniques predicting, averting, mitigating, and recovering from events.
Knowledge of a given technology and various application methods, developing and providing solutions to significant technical challenges.
Demonstrable experience as a computer operator on multiple operating system platforms (Unix/Windows).
Ability to convey technical concepts to non-technical stakeholders.
Analytical and problem-solving skills.
Skill in managing own time to prioritise tasks and meet deadlines.
Willingness to stay updated with industry trends and best practices.
Skills
Application Maintenance
Contingency and Disaster Recovery
System Testing
Troubleshooting Technical Problems
Crisis Management
Accuracy and Attention to Detail
Analytical Thinking
Taking Ownership
Technical Excellence
Planning and Organizing
Additional Benefits
Opportunity to work in an international team.
Food card subsidy.
All your information will be kept confidential according to EEO guidelines.
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