Major Incident Manager

Job Description As an Incident Manager at Ensono, you will play a crucial role in managing critical incidents and ensuring timely service restoration while maintaining effective communication with key stakeholders. Your responsibilities will include: - Managing critical incidents by facilitating triage calls, coordinating service restoration activities, and communicating relevant details to business and client stakeholders. - Ensuring adherence to ITIL-aligned Incident Management processes throughout the organization and the incident lifecycle. - Documenting details related to Major Incidents, including engaged persons and teams, service restoration actions, root cause analysis, and preventive action items for Problem Management. - Conducting after-action reviews with all parties involved in Major Incidents and participating in the Problem Management process. - Coordinating with global team members for seamless incident transition across regions, participating in communications, reporting, and follow-up actions. To excel in this role, you should possess the following skills: - Excellent verbal and written communication skills, including proper spelling, grammar, and business language for effective communication with stakeholders. - Strong interpersonal skills and a positive attitude to collaborate effectively across the organization. - Self-motivation and ability to implement actions with minimal guidance. - Capability to assess the impact of incidents on the business and drive appropriate escalation and response plans. - Proficiency in translating technical details into business terms for non-technical audiences. - Collaborative approach to problem-solving and driving results. Additionally, proficiency in Microsoft Office Suite and desktop publishing tools is required for this role. Desired skills for this position include: - Understanding of ITIL and Major Incident Management practices. - Experience with automation, monitoring technologies, and familiarity with Artificial Intelligence (AI). - Knowledge of infrastructure technologies, Data-center, Hybrid Cloud, IaaS & PaaS Architecture, Networking, Storage/database, and Mainframe Computers. - Friendly, outgoing, and positive approach to work with a creative problem-solving mindset. To be eligible for this role, you should have: - 3 to 6 years of experience in a technical support role within a large or multi-client environment. - Graduate Degree Holder or Equivalent. - ITIL Foundation V3/V4 Certified. Please note that this role requires 24/7 support, including night shifts, weekends, and On-Call support. As an Incident Manager at Ensono, you will play a crucial role in managing critical incidents and ensuring timely service restoration while maintaining effective communication with key stakeholders. Your responsibilities will include: - Managing critical incidents by facilitating triage calls, coordinating service restoration activities, and communicating relevant details to business and client stakeholders. - Ensuring adherence to ITIL-aligned Incident Management processes throughout the organization and the incident lifecycle. - Documenting details related to Major Incidents, including engaged persons and teams, service restoration actions, root cause analysis, and preventive action items for Problem Management. - Conducting after-action reviews with all parties involved in Major Incidents and participating in the Problem Management process. - Coordinating with global team members for seamless incident transition across regions, participating in communications, reporting, and follow-up actions. To excel in this role, you should possess the following skills: - Excellent verbal and written communication skills, including proper spelling, grammar, and business language for effective communication with stakeholders. - Strong interpersonal skills and a positive attitude to collaborate effectively across the organization. - Self-motivation and ability to implement actions with minimal guidance. - Capability to assess the impact of incidents on the business and drive appropriate escalation and response plans. - Proficiency in translating technical details into business terms for non-technical audiences. - Collaborative approach to problem-solving and driving results. Additionally, proficiency in Microsoft Office Suite and desktop publishing tools is required for this role. Desired skills for this position include: - Understanding of ITIL and Major Incident Management practices. - Experience with automation, monitoring technologies, and familiarity with Artificial Intelligence (AI). - Knowledge of infrastructure technologies, Data-center, Hybrid Cloud, IaaS & PaaS Architecture, Networking, Storage/database, and Mainframe Computers. - Friendly, outgoing, and positive approach to work with a creative problem-solving mindset. To be eligible for this role, you should have: - 3 to 6 years of experience in a technical support role within a large or mul