Service Manager Incident Resolution Full-time Job

Job description Provides leadership in major incidents impacting business critical sites, applications and services, demonstrating a strong ability to deliver while remaining calm under pressure. Manages complex process, ensuring multiple tasks are completed in parallel and within target time. Leverages technical expertise to convenes appropriate participants (resolvers) and to direct Major Incident response, with focus on service restoration. Provides escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus. Produces accurate and timely communications tailored to relevant audience (Senior Leaders, Stakeholders, Business and End-Users). Identifies and leads continuous improvement activities in Command Centre Incident Resolution Team. Provides incident based data for team metrics. Contributes to weekly Major Incident evaluation meetings. Ensure compliance with regulatory, national, corporate and divisional laws, policies, rules and procedures. Skills & Experience Required

Have a broad and deep knowledge of how enterprise systems and technologies work. Experience in technical troubleshooting, with broad expertise in core infrastructure technologies (e.g. server, network, authentication, database). 3 Years Major Incident Management experience. Excellent written and verbal communication skills. Strong leadership skills to direct service teams during Major Incidents that could cause significant impact to business. Remaining calm, professional and focused in these high-pressure situations. Excellent Incident and Problem Management knowledge and skills. Able to work unsupervised, independently and within a global team. Experienced user of a call handling or trouble ticketing system (Remedy or similar). Experience in the use of computer monitoring systems (CA Spectrum or similar). Dependant on location, operate under agreed work schedules that might require either shift work, on-call and possibly overtime. Technical degree or relevant education level Service Management certification (ITIL or equivalent) Agile certification