Incident Manager
Location: Brussels
Salary: Variable
Duration: 6 months (Extendable)
Job Description
The Incident process requires ability to drive a troubleshooting effort to a timely restoration of service, while also communicating status to senior business and technology management. It requires the ability to lead discussions composed of infrastructure and application teams to arrive at agreed upon steps and solutions.
Subsequently, the Incident Management Manager at NG2 (IM) leads operations for Incident Management. The IMM responsibilities include facilitating critical incident recovery events, monitoring overall incident trends, driving post incident analysis, and helping customer operations to increase uptime, stability, and recoverability of their environments. Past experience leading ITIL-based incident and problem management efforts in a major operation department are strongly desired.
The Incident Manager will be responsible for identifying and driving methodologies and processes that support world class standards for delivering Technology Support Services through an ITIL-aligned framework, and identify and manage key targeted areas for improvement.
The ideal candidate is expected to lead and contribute with minimal supervision and be self-motivated. As such, the Incident Manager at NG2 must be a strong collaborator, working well with others, and understanding top-level goals and objectives and driving toward them.
Experienced leaders with a proven ability to transform organizations, processes and information technology are ideal fits and experience with large transformative information technology projects (especially in telecom networks and CSPs in general) are desired. Candidates who enjoy innovating across a complex, change-oriented environment while working with a motivated team will find this position attractive.
This is an ongoing effort with multi-tier application environments that requires modern technologies, technical practices and substantial collaboration with a variety of stakeholders. The IMM will establish a strong presence as a change agent providing innovative, effective, and efficient leadership and stakeholder support in these important areas.
In overall, NG2 seeks a skilled professional with a deep level of Incident Management experience who can work independently and alongside project team members, customer representatives and all impacted Third Party vendors.
Scope of Work
We are looking for highly motivated individuals to drive the resolution of any service-impacting incident within our customers’ infrastructures. This position requires an aggressive task oriented individual who can multitask on problems of varying difficulty, priority and sensitivity in order to keep users seeing limited impact during faults.
Work is performed in a 24/7 operations environment. As such, the Incident Management Manager at NG2 (IM) must be available to work weekends and holidays on an on call basis.
Responsibilities
- Managing the efficient resolution of daily customer incidents that impact the systems and services, and leading incidents to resolution including escalations where appropriate.
- Ensuring that all incidents are identified, triaged and resolved within SLA.
- The IMM is part of the CST (Customer Support Team) which is responsible for managing incidents for new and existing customers.
- Additionally, this position will be responsible for ensuring that all root cause analysis is documented for high severity incidents and delivered to the respective entities.
- Essential duties and primary accountabilities include driving the efficiency and effectiveness of the IM process, through reviewing and auditing the process, and producing management reports and metrics, as well as monitoring the effectiveness of incident management and making recommendations for improvement.
- Driving, developing, managing, and maintaining the major incident process and associated procedures, as well as the incident management system.
- Formulate, implement, orchestrate and innovate technologies, processes and procedures for Incident recovery and remediation.
- Oversee and control of all Major Incidents and the provision of a full end-to-end Major Incident Service Governance. This includes management of MIH channels and conference calls, facilitating service recovery, gathering required support teams, handling escalations, issuing communications and preparing executive communications.
- Build and maintain of stakeholder relationships with all key incident management partners from across the organization such as TAC1 and TAC2, Problem/Change/Release/Event Managers, and Customer Services teams.
- Point of contact for all Incident escalations, through management of Hotlines, Notify Chat Channels, Team Mailbox and in-person escalations.
- Ensure escalations are dealt with via the NG2 IM process and accountable owner is assigned to progress via Standard Incident Management.
- Explore opportunities for maximizing NG2 service quality to achieve full efficiency and ROI from company resources, and ensure compliance of NG2 IM with guidelines, obligations, and service level agreements.
- Ensure the execution and enhancement of the IM process within the process SLAs, by globally monitoring incident tickets.
- Manage crisis events for significant incidents by coordinating technical resources and by managing recovery efforts, and communicating to all levels of Customer and NG2 business management.
- Provide on-call support when necessary and manage the team rotation.
- Facilitate and publish status for a daily operational review meeting.
- Maintain IM process documentation for process team and users, look for ways of automating process, and provide assistance, oversight and training to the process team and overall staff.
- Drive IM process specific meetings (e.g. post incident analysis/post-mortem) and document findings appropriately.
- Manage through metrics, by providing regular reporting on the state of the overall process both for internal NG2 management and external partner.
- Identify, initiate, schedule and conduct incident reviews.
- Ensure the closure of all resolved and end-user confirmed incident records.
- Real Time and continuous follow-up with support teams for incident resolution.
- All NG2 services are to be provided ethically and with integrity in a manner that is consistent with the client-first culture and values embodied in NG2 ethics statement.
Required Skills & background
- A Bachelor’s Degree in computer science or related technical field.
- 5+ years of experience managing ITIL-based incident and problem management.
- 10+ years of experience in IT and/or Telco networks, Virtual environments, Databases, and Storage.
- ITIL Foundation Certification or higher.
- Excellent verbal and written communication skills.
- Strong working knowledge of ITIL Incident and Problem management processes.
- Ability to make decisions at the appropriate time.
- Experience reviewing business deliverables and providing feedback and direction.
- Highly-developed analytical skills.
- Excellent interpersonal skills.
- Impeccable integrity.
- Detail oriented.
- Strong Customer Service skills.Team player who has the ability to work effectively with all levels of Management.
- Strong Leadership abilities that can guide an Incident Management team.
- Knowledge of Data Center Facilities and IT Services equipment Certifications, e.g., RHCT, ITIL, CCNA, PMP or equivalents are a plus.
- Experience implementing Service Management processes in large organizations.
- Experience working in high pressure situations, especially outside of immediate area, along with the ability to effectively communicate to senior management.
- Broad technical background.
- Position may require travel.
- Programming knowledge is a plus.
- Project Management skills are a plus.