天津招聘

JOB SUMMARY

The Major Incident Manager is responsible for driving the activities related to the Major Incident Management process associated with critical infrastructure services and systems. The Major Incident Manager is a functional role and provides a leadership focal point to lead, facilitate, coordinate and drive technical support resources during a Major Incident to achieve resolution of the problem or disruption as quickly as possible to minimize impact.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for the management of Major Incidents ensuring a professional and consistent delivery of quality services to our customers.
• Manage and drive the Major Incident from creation until closure, opening and lead the technical bridge and ensuring timely communication flow to all concerned stakeholders.
• Act as a point of contact for coordinating with other internal and external teams and vendors to resolve the Major Incident.
• Act as a point of escalation owning the escalations until the closure of the Major Incident.
• Ensuring correct execution of the Major Incident Management process.
• Effectively control the incident queue to ensure that all incidents are handled in a timely and efficient manner.
• Take decisions on the best course of actions to ensure quick restoration of the impacted service(s).
• Provide consistent, clear and timely information in the Major Incident.
• Lead technical resources assigned to the Major Incident and provide necessary feedback to functional Managers where required
• May perform other duties and responsibilities as assigned.

MANAGEMENT & SUPERVISORY RESPONSIBILITIES

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2. Typically reports to Management. Direct supervisor job title(s) typically include: IT Manager
3. Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management).

JOB QUALIFICATIONS

KNOWLEDGE REQUIREMENTS

• Strong proficiency in English for reading, writing and speaking
• Solid troubleshooting skills
• Experience of working in a global organization
• Strong commitment to the customer(s)
• Strong individual with the ability to communicate, escalate and negotiate on all levels of the organization
• Good organizational and analytical skills
• Able to work under pressure
• Able to work as a team player in a matrix organization
• Good interpersonal, communication and presentation skills
• Understanding of the technology and applications used in the organization

JABIL COMPETENCIES

EDUCATION & EXPERIENCE REQUIREMENTS

• Bachelor degree or equivalent combination of education, training or experience
• 5-7 years of IT experience – Minimum 2 years experience in Major Incident Management preferred
• ITIL Foundation certificate or other ITIL qualification or exposure to working ITIL processes
• Understanding of Lean Six Sigma - Bronze certification preferred
• Or an equivalent combination of education, training or experience.

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