Incident & Problem Manager-FIS Global, Frankfurt, Germany
About the team
This role sits within the Client Engagement function, managing the relationship with clients of FIS hosted services in Europe. The team has the responsibility to manage client engagement for the delivery of services, for the achievement of contracted service levels and for service quality. By applying a framework of governance across the FIS delivery and support organization, the team ensures that responsibilities to clients are met consistently.
What you will be doing
Manage complex incidents and problems affecting multiple services to protect production systems critical to business success.
Ensure contractual service level agreements are met in support of client and company mission-critical business requirements.
Develop, coordinate, and promote incident and problem management activities across the entire enterprise and take responsibility for effective functioning of these processes across the organization.
Provide immediate response and coordination aimed at minimizing the duration of service interruptions.
Make decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updates.
Acts as a liaison between the business and technology teams for high severity incidents (priority 1 and 2 spanning across the entire enterprise and escalates as appropriate.
Recommend and document departmental standards and procedures.
Consults with other teams on proper integration and correlation of the incident and problem management process and their respective areas.
Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.
Facilitate daily, weekly, and monthly tactical meetings as well as create incident reports as determined by business and technology needs.
Compile the enterprise post incident report and work with various teams in root cause analysis process to determine cause of incident.
Other related duties assigned as needed.
What you bring:
Considerable knowledge of incident and problem management principles, procedures, and techniques
Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL)
Strong knowledge of issue resolution and escalation practices
Broad knowledge of IT infrastructure
Ability to apply analysis and creative thinking when solving problems and conflict
Ability to provide acute attention to detail
Ability to communicate effectively to all levels within the organization
Ability to manage multiple incident tasks simultaneously
Conflict resolution and facilitation skills
Independent and collaborative decision making
Skilled at identifying and implementing process improvements
Ability to effectively establish and maintain relationships across the organization
Excellent written communication skills
Solid business acumen and an awareness of business implications of decisions
Demonstrated skill in timely, proactive, responsive follow-through on deliverables
Ability to organize tasks and priorities effectively and under minimal supervision
Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions
Apply here:
https://careers.fisglobal.com/us/en/job/FIGLUSJR0165012EXTERNAL/Incident-Problem-Manager-m-w-d?utm_source=indeed&utm_medium=phenom-feeds
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