HomeITSM Jobs | IT Service Management Careers & Openings
ITSM Jobs | IT Service Management Careers & Openings
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1
12/12/2024
Addition+
Other
BFSI / Fintech / NBFC
Milton Keynes, England, United Kingdom
England
Head of Incident & Problem Management
Unknown
Problem Manager
Pls See The Job Detail
Not disclosed
Other
We are currently recruiting for a global financial services provider, for the role of Head of Incident & Problem Management. It�s an exciting new opportunity to work for a recognised leader that have been in operation for over 100 years and now have over 14 million active customers and currently going through an exciting transformation phase!
What you�ll be doing:
Managing the major incident and problem management team taking
Taking on a leadership role in the service recovery process
Leading incident response teams and coordinating activities during major incidents
Serving as a point of escalation for major incidents
Providing strategic direction and guidance for incident and problem management processes and procedures
Establishing and maintaining incident and problem management policies and SLAs
Liaising with IT and business stakeholders during incidents
Analysing incident and problem trends and performance metrics to identify areas for improvement
Prepare and present trends in weekly, and monthly
Main Skills/ Requirements:
IT technical knowledge
Proven track record of service management experience in a complex environment
Personal resilience and ability to operate and lead teams in a high-intensity environment
Strong relationship building and management with both internal and external stakeholders
Strong experience of implementing and managing ITIL services
Excellent experience in banking / financial industry, this is desirable
Major transformation and continuous Improvement leadership, this is desirable
How you�ll be rewarded:
Competitive Benefits, including health, dental, and vision insurance
Car Allowance & Discretionary Bonus
Opportunities for professional development and career growth
A collaborative and inclusive work environment
Flexible working arrangements
This is an excellent opportunity for an experienced Head of Incident & Problem Management to join a global leading financial services provider, that are invested in innovation.
For further information on this Head of Incident & Problem Management position, apply below!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
By applying you are confirming you are happy to be added to the Addition Solutions mailing list regarding future suitable positions. You can opt out of this at any time simply by contacting one of our consultants.
1
ITIL
Tools: ITIL
No
2
12/12/2024
Experian
Other
BFSI / Fintech / NBFC
Allen, TX
United States
Senior Manager, Global Incident Response (Remote)
Mid Level
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Job Posting - Salary Range: $148,617 - $267,510
Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
Job Description
As the Global Incident Response Senior Manager in Experian's Global Security Office (EGSO)/Cyber Fusion Center (CFC), you will oversee the response, containment, escalation, analysis, and mitigation of cybersecurity incidents detected and escalated by the CFC in accordance with Experian's Global Information Security Incident Response Plan. You will manage a new, growing team of specialized, advanced responders to support escalations of complex and prioritized matters from Experian's existing 24x7 security monitoring and response functions responsible for analyzing security incidents involving threats targeting Experian information assets.
This is a technical manager position supporting the strategies of the Experian GSOC and the Chief Information Security Officer. You will report to the CFC Senior Director of Incident Management and Security Operations.
You'll Have The Opportunity To
Be responsible for the daily operations, management, mentorship, and development of the global Advanced Response team, which conducts advanced incident response activities to investigate and contain complex or larger-scale cybersecurity matters (such as major severity incidents).
Develop and grow the Advanced Response team's processes, capabilities, and overarching strategy to contribute to an overall increase in incident response effectiveness at Experian.
Work with end-users, information security stakeholders, technical support teams, and management while directly managing critical response workstreams such as those involving analysis and containment for prioritized/major security incidents.
Develop and maintain relevant playbooks and operational processes, with established and repeatable processes for responding to incidents that align with industry best practices, minimize gaps in response, and mitigate threats.
Orchestrate analytical workstreams across teams for matters escalated to it and hold responsibility for reporting/representing the CFC's overall understanding of the timeline of attacker activity so that appropriate containment and remediation actions can be coordinated.
Ensure successful conclusion of cybersecurity incidents according to the processes and procedures within Experian's Incident Response Plan and associated playbooks. Escalate severe incidents according to Experian's Incident Response Plan.
Support the development/upskilling of lower-level analysts in related CFC tiers through mentorship, training, and process development.
Qualifications
Your background:
Bachelor's Degree in Computer Science, Computer Engineering, Information Systems, Information Security, or a related field. 8+ years of experience working within a Security Operations Center, Incident Response Team, law enforcement, and/or military experience may be accepted in lieu of this requirement.
5+ years of information security experience working in a Cyber Incident Response Team or Security Operations Center.
3+ years of leadership experience managing the day-to-day operations of a Cyber Incident Response Team.
Demonstrated working knowledge of the Incident Response Life Cycle, MITRE ATT&CK Framework, Cyber Kill Chain, and other cybersecurity frameworks.
Demonstrated knowledge of common intrusion methods and cyber-attack tactics, techniques, and procedures (TTPs).
Maintain a strong understanding of common Operating Systems (Windows, Linux, Mac OS), Networking (Firewalls, Proxies, NetFlow, etc.), Cloud Infrastructure, and Security Technologies (Anti-Virus, Intrusion Prevention, Web Application Firewalls).
Review and interpret device and application logs from a variety of sources (e.g., Firewalls, Proxies, Web Servers, System Logs, Splunk, Packet Captures) to identify root cause and determine next steps for containment, eradication, and recovery.
Exhibit skills using common Incident Response and Security Monitoring?applications such as SIEM (Splunk), EDR (FireEye HX, CrowdStrike Falcon, McAfee mVision EDR), WAF, IPS.
Hold two or more professional certifications related to Digital Forensics or Incident Response (e.g., GCIH, CEH, GCFE, GCFA, CFCE). Information security management certifications (CISSP, CISM) are a plus.
This role has a regular Monday � Friday schedule with candidate expected to participate in on-call schedule or work outside of normal work hours when required to manage, investigate, and respond to cybersecurity incidents.
Benefits/perks
Great compensation package and bonus plan.
Core benefits including full medical, dental, vision, and matching 401K.
Flexible work environment, ability to work remotely, hybrid, or in-office.
Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays.
Additional Information
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces� 2024 (Fortune Top 25), Great Place To Work� in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
Hold two or more professional certifications related to Digital Forensics or Incident Response (e.g., GCIH, CEH, GCFE, GCFA, CFCE). Information security management certifications (CISSP, CISM) are a plus.
This role has a r....
Tools: Splunk
No
Certification Req./Pref.
3
12/12/2024
Wipro
TOP Companies
TV / Firm / Media / Entertainment
Mumbai
The Great Bharat
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Job Description
Position Title - Incident Manager L2
Location - Airoli, Navi Mumbai
During Major Incident
End to end ownership of the Major Incident with the aim to minimize the time to restore.
Coordination with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
Ensure a systematic process is followed for all Major Incidents from opening to closure.
Assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management.
Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident.
Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies.
Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT)
Activate and manage the Incident WAR Room
Regular Operations (no Major Incident)
Coordinate the write up of the Incident Report, collecting inputs from all parties and ensuring high quality of the final document
Organize Post-Incident Meeting to share / brainstorm on actions and suggestions to avoid similar incidents in the future or shorten resolution time. This involves writing and publishing organizational Incident Report which details organizational issues experienced during resolution and suggest improvements to speed up the team reactivity.
Ensure consistency of the incident documentation / references across all systems
Report KPI and analysis to senior management on key inputs linked to Major Incidents content and trends
Write and publish the organizational Post-Mortem of Incident which details organizational issues experienced during resolution and suggested improvement areas to improve team interaction and fluidity
Provide Consolidated Reports (Based on KPIs) for various committees.
Ensure Procedures and Documentation is up-to-date (Diagrams, checklist etc.)
Maintain the escalation tree (internal and with third parties)
Share and promote best practices and lessons learnt on Major Incident management to internal stakeholders (support teams, management)
Report to Operational Manager on the efficiency of the Major Incident Management process
Act as Process manager ensuring that the Incident Management process is applied in a systematic and consistent manner by leveraging on lessons learnt.
Key Responsibilities
Technical Expertise
Soft Skills
Leadership with ability to do efficient multitasking
Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process
Client Oriented with Strong Relationship management with experience in IT Support and service Management
French speaking will be a plus.
Reactivity and ability to solve problems by using different methods
Ability to learn and adapt and to be proactive
Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)
Ability to work under pressure
Requirement
Infrastructure or Application support hands on experience of 4-6 years is mandatory
Overall IT experience: 8 Years +
Crisis Management
IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow
Having knowledge about monitoring tools and scheduling jobs would be plus
Good understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, CTRL-M, MQ)
Technologies and/or Applications background with ability to grasp impact and interdependencies
Shift/Oncall & Weekend Support
Shift Timings in IST:
Mon to Fri 6:00 am to 09:30 pm OR 10:30 pm (2 shifts, 1st starts at 6:00 am IST and 2nd starts at 12:30 or 01:30 pm � depending on DST in France)
Weekday On-call � From 09:30 pm OR 10:30 pm to following day 6:00 am
Weekend On-Call � From 09:30 pm OR 10:30 pm Friday to 6:00 am Monday
** Day light savings Period- Nov to Mar ( 1hour ahead) **
Oncall Support- To provide Oncall support services on rotational basis
09.30 PM to 6.00 am on weekdays after end of the evening shift work (Apr to Oct)
10.30 pm to 6.00 am on weekdays after end of the evening shift work (Nov to Mar)
09:30 pm OR 10:30 pm on Friday to 06:00 am Monday
Weekend On-Call Support - based on high critical P1 incidents and P2 that have potential of becoming P1.
Public Holiday Support � Paris Holidays (Client Holiday) will be followed as public holidays and not India holidays
Process & Tools
ITSM tool- Service Now � Ticketing tool for INC/SR/Change /Problem tickets
Inhouse tools
intermediate knowledge on ITIL Process & Practices
Educational Qualifications
Bachelor�s degree or master�s degree in information/computer technology preferred
Key Competencies:
8+yrs of relevant experience in Incident Management / Infrastructure / Application Support
Experience of working in a banking environment.
Customer service oriented, able to work in a dynamic and fast paced environment
Excellent communication, interpersonal and troubleshooting skills
Must be self-motivated and directed and demonstrate a keen attention to detail and possess the ability to work autonomously
1
Service Now
Tools: ITIL, Monitoring Tools, Service Now
No
4
12/12/2024
BITECH Middle East
Other
IT / Software Dev
Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
UAE
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Role Overview
The Incident Manager is responsible for managing the incident lifecycle to ensure that IT services are restored as quickly as possible after an interruption. This role requires strong expertise in incident management processes, coordination, and communication with various stakeholders to minimize business impact.
Key Responsibilities
Manage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.
Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.
Escalate incidents as necessary according to established escalation processes.
Communicate incident status, impact, and resolution progress to stakeholders, including users and management.
Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.
Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.
Develop and deliver training on incident management processes and tools to IT staff.
Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.
Required Qualifications
Bachelor�s degree in Information Technology, Computer Science, or a related field.
5+ years of experience in IT service management, with a focus on incident management.
Relevant certifications such as ITIL Foundation, ISO/IEC 20000, or similar.
Strong understanding of ITIL incident management processes and best practices.
Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar.
Key Skills
Expertise in incident management and coordination.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work under pressure and manage high-stress situations.
....ears of experience in IT service management, with a focus on incident management.
Relevant certifications such as ITIL Foundation, ISO/IEC 20000, or similar.
Strong understanding of ITIL incident management processes and best practices.
Experience with ITSM tools such as S....
Tools: BMC Remedy, ITIL
No
Certification Req./Pref.
5
12/12/2024
Decskill
Other
HR / Staffing
Lisbon Metropolitan Area
Other Cities
Incident Manager w/ FR
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Decskill was founded in 2014 as an IT Consulting Company and their main mission is to delivery value through the knowledge. We enable companies to meet the challenges of digital world by providing our clients with business models that ensure technological capacity, flexibility and agility. We are more than 500 consultants with offices in Lisbon, Porto and Madrid.
DECSKILL operates in 3 main areas:
DECSKILL TALENT, through which we provide our clients with an extension to their IT teams;
DECSKILL BOOST, through which we provide our client with software development models to increase capacity and optimize Time-to-Market, where we create and manage teams that deliver according to their needs, at the desired speed;
DECSKILL CONNECT through which we provide our client with consulting services, as well as the implementation and management of information technology infrastructures.
Our practice results in the creation of value for our customers, either by delivering qualified and value-added services, or through highly qualified and motivated professionals, as well as technology solutions that allow us to operate and transform the business of our customers.
We are looking for an Incident Manager for a hybrid project based in Lisbon.
Requirements:
Minimum 3 years of experience working as an Incident Manager;
Strong understanding and experience on the banking sector;
Experience using ITIL and ServiceNow;
Good English and French Level (min B2).
If you�re interested in this job please send your CV in English to diogo.sousa@decskill.com with reference DS/IM.
Decskill is committed to equality and non-discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with the dignity of the human being.
, diogo.sousa@decskill.com
Job Consultancy
HR Contact- Email
1
Service Now
Tools: ITIL
No
6
12/12/2024
Randstad USA
Other
HR / Staffing
New York, NY
United States
IT Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
IT Incident Manager
Start: 2 weeks from date of offer
Location: New York, NY
Schedule: First 1-2 months onsite and then transition to onsite Mon-Wed w/ Thur and Friday remote.
Temp to Perm position: 6 months before conversion
Hourly Pay for contract: 50-70 p/hr on W2 Only
*Background and Drug Screen Required*
My client is looking to add an IT Incident Manager to their team. Primarily working over the Service Management / Service Desk department. ServiceNow is the ticketing system used. This is a coaching/mentoring/daily management role over a 3rd party Service Desk company.
This person will also ideally be the backup Change Management resource behind the primary Change Manager - if/when necessary
Musts:
ITIL
Onsite in NY, NY
Experience with ServiceNow
Incident Response / Incident Management
Plus:
Any management experience in Infrastructure
Job Consultancy
1
Service Now
Tools: ITIL
No
7
12/12/2024
Adentis Portugal
Other
IT / Software Dev
Lisbon, Portugal
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
With over 8 years of experience in the Portuguese market, Adentis shares its DNA with more than 200 employees, positioning our services across three main lines:
Strategy: Outsourcing, NeXel, Team as a Service, Tech Academies;
R&D: Bootcamps, POC, Tech Lab;
Nearshore.
At Adentis, we focus on PEOPLE. This is our emotional salary:
Great work-life balance;
Very flexible organizational routine;
Health benefits (for you and your family);
Team building activities;
Over 300 partnerships offering you discounts in various sectors;
Continuous professional development supported by our Training and Certification Department;
Regular feedback on your performance through a personalized plan;
Comprehensive career plan and progression with assertive performance reviews.
What we�re looking for:
Key Responsibilities:
Manage the complete incident lifecycle, from identification to resolution, ensuring SLAs are met;
Track and follow up on tickets to provide timely updates and escalate critical incidents as needed;
Coordinate and lead incident review meetings with stakeholders to ensure transparency and continuous improvement;
Maintain a strong relationship with clients to ensure high levels of satisfaction and effective communication;
Contribute to the enrichment of knowledge bases and the reduction of recurring incidents;
Identify opportunities for service improvements and propose solutions for enhanced efficiency.
Technical Skills:
Proficiency in ITIL (version 3 or higher) frameworks;
Experience with ServiceNow for incident management;
Fluency in French (B2) and English (B2) for effective communication with diverse teams.
Required Experience:
At least 3 years of experience as an Incident Manager or in a similar role;
Strong expertise in critical incident escalation, ticket follow-ups, and knowledge base improvements;
Proven ability to manage client relationships and align incident management practices with business needs.
Nice to have:
ITIL certification (Foundation or higher);
Familiarity with other ITSM tools;
Experience in environments that prioritize continuous service improvement.
If you want to be part of a truly People First organization, apply now!
We walk with you!
REF: ARC.INC.MANAGER.FR
At Adentis, we stand for equality and value diversity. We foster a safe and inclusive environment where opportunities are equal for all employees! We do not discriminate based on age, ethnicity, sexual orientation, gender, disability, or any factor other than merit. All candidates with the right skills for the position are welcome!
1
Service Now
....ounts in various sectors;
Continuous professional development supported by our Training and Certification Department;
Regular feedback on your performance through a personalized plan;
Comprehensive career plan and progression with assertive performance reviews.
<b....
Tools: ITIL
No
Certification Req./Pref.
8
12/12/2024
Vista
Other
Advertising Services
London, England, United Kingdom
England
Sr. Manager, Incident Management - Europe Remote
Mid Level
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Our Team
Vista is the design and marketing partner to millions of small businesses worldwide to professionally promote their business with quality printed and digital marketing products at an affordable price! Over 80 product teams in our engineering department build and operate frontends, services, data pipelines, and ML models with a �You Build It, You Run It� principle.
Incident management at Vista is all about uncovering the unknown and helping our organization to continually increase its operational posture. It goes beyond pure remediation and plays a crucial role in learning from incidents and driving learning for the organization as a whole. The Incident Management team's primary goal is to reduce the likelihood of major incidents, minimize impact, and reduce the duration of incidents across the services we build and operate. We support teams in identifying, triaging, and coordinating the remediation of production incidents, both large and small. We help teams to be prepared for future incidents by advising on monitoring and alerting practices, running incident drills, and sharing of best practices. It's an exciting time to join our team as we continue to prioritize operational excellence so that all our experiences delight our customers.
What You Will Do
The Senior Manager, Incident Management will oversee the Incident Management team within Vista Engineering. This role is crucial for advancing our service operations and incident remediation maturity. The successful candidate will drive initiatives to proactively improve our incident preparedness and our organization�s maturity in running 500+ services. They will optimize our processes and systems to reduce MTTD and MTTR, champion organizational learning from incidents, and strengthen communication and stakeholder relationships.
Leadership And Strategy
Develop and implement a strategy for the Incident Management to improve incident identification, handling, reporting, and prevention.
Establish, align, and communicate clear priorities, objectives, and key results.
Lead, mentor, and develop a global, follow-the-sun team of incident managers.
Incident Management
Oversee incident resolution to minimize the customer and business impact.
Improve our incident management procedures.
Enhance the quality, rigor, and technical depth of our post-mortem analyses.
Establish a culture of continuous learning and blameless retrospectives.
Ensure action items get implemented.
Continuously Grow The Organizational Maturity
Define and implement organizational-wide initiatives to measure the health of our systems (SLIs / SLOs) and to improve triaging and resolving of incidents.
Share lessons learned to prevent the recurrence of similar issues.
Reporting And Metrics
Improve our key performance indicators (KPIs) to measure our ability to react to incidents.
Use data-driven insights to identify trends and areas for improvement.
Disseminate and review regular updates and KPIs with the organization and senior leadership.
Stakeholder Engagement
Build and maintain strong relationships with stakeholders across Product Development, CARE, Categories, or Merchandising.
Act as a point of escalation for incidents.
Your Qualifications
At Vista, we are striving to hire individuals that add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply�even if you feel that you don�t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities!
Bachelor's or Master's degree in Information Technology, Computer Science, or a related field
Experience in a senior leadership role in Incident Management
Exceptional leadership, coaching, and team management skills
Familiarity with operating model in large, complex tech organizations
Strong communication and stakeholder management skills in a global organization.
Experience in driving reliability initiatives, such as improving incident responses, implementing reliability goals, or chaos engineering.
Excellent problem-solving and analytical abilities.
Nice To Have
Experience in driving organizational change across the organization to increase incident response and resilience.
Technical understanding of cloud-based architectures and a systems thinker ability to go deep with Engineers on a technical level
Experience with incident management, tracking, and observability tools, such as PagerDuty, Incident.io/FireHydrant, NewRelic, QuantumMetrics, or Cortex.
Why You'll Love Working Here
There is a lot to love about working at Vista. We are an award winning Remote-First company. We�re an inclusive community. We�re growing (which means you can too). And to help orient us all in the same direction, we have our Vista Behaviors which exemplify the behavioral attributes that make us a culturally strong and high-performing team.
About Us
Vista is the design and marketing partner to millions of small businesses around the world. For over 20 years we�ve been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. VistaCreate, 99designs by Vista and VistaPrint, all under the parent brand Vista, represent a full-service design, digital and print solution, elevating small businesses� presence in physical and digital spaces and powering them to achieve success. Vista is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.
Commitment To Diversity, Equity, & Inclusion
Vista exists to help our customers live their dreams. Each dream is unique � and the Vista team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.
Equal Opportunity Employer
Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.
Remote / Work From Home (WFH) / Virtual
1
PagerDuty
Tools: AWS, PagerDuty
Master's Preferred
No
Product Dev.
9
12/12/2024
Scotiabank
Other
BFSI / Fintech / NBFC
Mexico City, Mexico
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Acerca de Scotiabank.
Scotiabank somos un grupo financiero global, el �nico banco con presencia universal en todos los pa�ses de la alianza del pac�fico y l�der en las am�ricas.
Con presencia en Canad�, Estados Unidos, M�xico, Centro Am�rica, Caribe, Europa y Asia.
Nos esforzamos por crear una cultura inclusiva en donde cada empleado puede alcanzar su m�ximo potencial y todas las personas puedan ser respetadas por quienes son.
La equidad e inclusi�n forman parte de los valores fundamentales de Scotiabank.
Prop�sito
LATAM Incident Manager es el responsable de manejar cualquier incidente importante que afecte a la marca y al negocio en Am�rica Latina. Colaborar con las partes interesadas de negocios y tecnolog�a junto con expertos en la materia clave para mitigar/evitar interrupciones cr�ticas. Este talento es responsable de la implementaci�n de las mejores pr�cticas de la industria a nivel empresarial para lograr una ejecuci�n consistente del proceso.
Ser� responsable de liderar un equipo de incidentes altamente calificado que es responsable de impulsar la recuperaci�n de incidentes importantes, administrar la comunicaci�n comercial y de las partes interesadas de TI, trabajar� con expertos en la materia para identificar riesgos continuos y dise�ar un plan para mitigar esos riesgos. Si bien este no es un rol basado en turnos, debe estar disponible las 24 horas del d�a, los 7 d�as de la semana para administrar cualquier escalada relacionada con interrupciones importantes en la regi�n de LATAM.
�Es este papel adecuado para usted?
Liderazgo: sea un l�der audaz y aut�ntico apasionado por impulsar la estabilidad en el entorno e impulsar mejoras organizacionales para garantizar la estabilidad operativa y la satisfacci�n del cliente.
Dirigir� el equipo de incidentes altamente calificado, que ha estado liderando la estabilidad de TI al brindar resultados consistentes y ganarse la confianza de las empresas como un socio confiable para todas las interrupciones cr�ticas. Informar� al Director de la oficina de gesti�n de incidentes globales.
Se asociar� constructivamente y aprovechar� las relaciones con todas las partes interesadas, proveedores y socios comerciales para garantizar la ejecuci�n exitosa del proceso empresarial.
Liderar� un equipo de m�s de 15 administradores de incidentes y de incidentes mayores en M�xico y ser� responsable de garantizar
�Tiene las habilidades que le permitir�n tener �xito en este puesto?
Tiene un nivel de Ingl�s Conversacional (INDISPENSABLE)
Tiene al menos 8 a�os de experiencia en gesti�n de incidentes importantes en el soporte de entornos de TI complejos en una organizaci�n m�s grande. La experiencia en banca y finanzas es deseable.
Tiene m�s de 5 a�os de experiencia en la direcci�n de un equipo de gesti�n de incidentes y de incidentes mayores.
T iene 8a�os de experiencia laboral progresiva en TI que abarca una comprensi�n de alto nivel de las tecnolog�as utilizadas en una gran empresa.
Tiene excelentes habilidades de comunicaci�n (verbal/escrita/presentaci�n).
Tiene al menos 3 a�os de experiencia laboral en el trato con altos ejecutivos de Negocios y Tecnolog�a.
Es experto en trabajar en un entorno complejo y acelerado al demostrar pensamiento estrat�gico, sopesar riesgos y aplicar un buen juicio para elegir la soluci�n correcta.
Puede establecer prioridades, seguir m�ltiples subprocesos al mismo tiempo, adem�s de reflejar con precisi�n el estado actual y conducir hacia la resoluci�n.
Contar con una licenciatura en Ciencias de la Computaci�n, Ingenier�a, Ciencias de la Informaci�n o equivalente.
Estar certificado en ITIL Foundations (ITIL V3, 2011 o V4).
La Vacante descrita anteriormente tiene l�nea de reporte global a Canad�, cuenta con pares globales e interacci�n con pa�ses de Latino am�rica y centro am�rica, por lo que el desarrollo de un pensamiento global y �gil, ser�n habilidades importantes que se fortalecer�n d�a a d�a. El trabajo diario se vera enriquecido por muchas y variadas formas de pensar, el pensamiento cr�tico y anal�tico se vera retado cada d�a para la toma de decisiones �gil.
Est� vacante es estrat�gica y tendr� que asegurar excelencia en los niveles de servicio provistos a nuestros clientes internos en cada uno de los pilares expresados con anterioridad.
Si consideras que eres el candidato que re�ne las caracter�sticas mencionadas anteriormente y te interesa seguir desarroll�ndote dentro de sector financiero te invitamos a postularte con tu Curriculum Vitae.
**Scotiabank es una empresa incluyente, que respeta la diversidad y no hace ning�n tipo de discriminaci�n**
TATA Communications Service Operations Centre is the single point of contact for all customers of the International SOC division. Customer Service Engineers have the prime responsibility to receive, troubleshoot , resolve , escalate and close Customers incidents and requests, delivering superior customer service, UK business hours.
Responsibilities
Inbound calls responding to all customers requests and incident reports
Understanding the customer issue /requirement and capture in ticket/system
Troubleshoot to isolate and resolve the incidents/queries
Escalate to next level or partner to resolve incidents within SLA
Maintain history of problems and solutions
Run and analyse traffic reports, IP configuration
Coordinate and participate in troubleshooting efforts between departments and vendors
Manage and monitor Planned Maintenance
Qualifications & Certifications
Bachelor's Degree in Electrical, Electronics, Telecommunications
Languages: fluent English, an additional European language, will be added advantage (French, German, Italian, Spanish, etc).
5 years telecommunications experience, preferably for a service provider
Working knowledge of routing, switching, SD WAN networks.
Cisco Certified Network Associate certification or Any Basic Network -security-related certification is a plus.
Knowledge of IP addressing, routing protocol (BGP, OSPF etc )
Knowledge of VPN /IPsec technology
Understanding of security, firewall, the proxy is a plus (Fortinet/Zscaler/Paul Alto etc.)
Knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless)
Strong customer focus
Excellent oral and written communication skills, team player, good listening skills
Coordination skills and result-focused, requires push and escalate
Work effectively under pressure
Proficient with Microsoft Office Suite
Excellent aptitude for problem-solving and good analysis skills
Ability to learn, autonomy, the capacity of initiative
1
....
Manage and monitor Planned Maintenance
Qualifications & Certifications
Bachelor's Degree in Electrical, Electronics, Telecommunications
Languages: fluent English, an additional European language, will be added advanta....
No
Certification Req./Pref.
11
12/12/2024
Zakat, Tax and Customs Authority
Other
Govt / National Services
Riyadh, Riyadh, Saudi Arabia
Saudi Arabia
Incident response and Threat management Lead Expert
Mid Level
Cyber Security Incident Manager
Pls See The Job Detail
Not disclosed
Other
JOB PURPOSE :
Jobholders at this level may be regarded as a source of expertise and are responsible for developing frameworks, policies and operational plans . They also analyze complex issues, understand business needs, bring together multiple concepts and translate them into tangible actions and support to enhance performance of the function.
ROLES AND RESPONSIBILITIES :
Conduct research and benchmark studies to identify latest trends and best practices applicable within ZATCA related to threat intelligence and validate system configuration to reduce unnecessary cyber vulnerabilities
Review frameworks and methodologies to scan, analyze and evaluate alerts and threats
Initiate threat hunting process for a proactive approach to aid in business operations� protection from cybersecurity attacks, threats and security breaches Analyze threat information from multiple sources, disciplines, and agencies across the intelligence community to identify how theses threat can affect ZATCA
Develop periodic reports highlighting threats trends and potential risks and ensure integration in mitigation plans
Identify malicious activity and assess accordingly security alerts investigating in suspicious cases that may pose a threat to ZATCA�s network, and recommend appropriate prevention and mitigation actions
Create use cases based on best practice to safeguard ZATCA operations
Investigate security alerts, run incident / alert root cause analysis to recommend improvement in security controls
Collect and analyze digital evidence to perform proper investigation on cybersecurity incidents and breaches
Derive useful information from the investigation to mitigate system and network weaknesses
Initiate post-incident report with investigation process
Conduct evaluation on cybersecurity programs to spot vulnerabilities and communicate accordingly exposures with related functions to ensure proper and timely resolution
Manage and oversee penetration testing activities to evaluate security effectiveness
Follow up on remediation plans and ensure proper assessment of current technology infrastructure
Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
Escalate complex problems to the relevant person to ensure cases/issues are closed properly
Perform other duties as requested
JOB QUALIFICATIONS AND REQUIREMENTS:
A minimum of 6 years of relevant experience
Bachelor�s degree in Science in Cybersecurity or equivalent is required
Master�s degree in Cybersecurity or equivalent is preferred
1
No
12
12/12/2024
Orchard Recruitment
Other
HR / Staffing
Douglas, Isle of Man
Other Cities
Incident Problem and Change Manager
Managerial
Change Manager
Pls See The Job Detail
Not disclosed
Other
About the Company - Our leading Finance Sector Client is undergoing a time of significant growth and transformation as they integrate a recent corporate acquisition. To support these endeavours, they are seeking to hire an experienced Incident, Problem and Change Manager to join the team.
Note - this role is based on the Isle of Man, so requires candidates to either be based on the island currently or be open to relocation.
About the Role - The Incident, Problem and Change Manager collaborates with teams across the Technology landscape to coordinate and drive the proper handling of incidents, problem and change records through their respective process lifecycles by:
Providing advice and guidance to stakeholders and users of the processes to ensure that quality across ITIL disciplines is maintained and upheld
Ensuring that incidents are resolved in as an expedient method as possible
Ensuring that problem records mitigate causal factors within agreed timescales
Making sure that change records are reviewed and approved in accordance with their risk profile
Handling escalations into internal and external service providers
Required Skills
Knowledge of ITIL Service Operations best practices and processes
ITIL Foundation certificate extremely desirable but not mandatory, depending on experience
Previous experience using ITSM toolsets such as ServiceNow, BMC Remedy beneficial
Experience working in an incident, problem and change management capacity previously - preferably within a Financial Services setting
Proven, disciplined and consistent analytic approach and mindset
Ability to work with stakeholders at multiple levels of seniority, across multiple different suppliers and geographies
Experience working with outsourced technical landscapes desirable
Job Consultancy
1
BMC Remedy
Tools: BMC Remedy, ITIL
No
13
12/12/2024
Cognizant
Other
IT / Software Dev
Greater Kuala Lumpur
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Skills
Incident Management: Experience in managing incidents, including response strategies and postmortem analysis, is critical for maintaining system reliability.
Troubleshooting: The ability to diagnose and resolve issues quickly is a key trait for any Incident Manager.
Networking Knowledge: A solid grasp of networking concepts helps in diagnosing issues and understanding how systems communicate.
Programming Skills: Proficiency in programming languages (such as .NET or Java) is important for review ideas / solution - automation and developing tools.
Monitoring and Observability: Skills in using monitoring tools (like AppD, Azure App insights, EAGLE, Grafana,) to track system performance and detect anomalies are essential.
Security Awareness: Understanding security best practices helps ensure that reliability solutions do not compromise system security.
Collaboration and Communication: Strong interpersonal skills are necessary for working effectively with development, Network, Firewall and Release operations teams.
Windows / Linux/Unix Proficiency: Understanding on Windows, Linux or Unix systems is fundamental, as many applications run on these platforms.
Cloud Computing: Familiarity with cloud services (like AWS, Azure, or Google Cloud) is crucial, given the prevalence of cloud-based architectures.
CI/CD Practices: Understanding Continuous Integration and Continuous Deployment (CI/CD) pipelines is vital for managing software releases and ensuring reliability.
Capacity Planning: Skills in forecasting system needs and scaling resources accordingly are important for maintaining performance.
Must have : Incident Manager having experience in handing Production Major Incident calls, RCA problem management
1
Azure
Tools: AWS, Azure, Monitoring Tools
No
14
12/12/2024
Exabeam
Other
Computer Hardware & Network
Dubai, Dubai, United Arab Emirates
UAE
Customer Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Description
Exabeam is a global cybersecurity leader that delivers AI-driven security operations. High-integrity data ingestion, powerful analytics, and workflow automation power the industry�s most advanced self-managed and cloud-native security operations platform for threat detection, investigation, and response (TDIR). With a history of leadership in SIEM and UEBA, and a legacy rooted in AI, Exabeam empowers global security teams to combat cyberthreats, mitigate risk, and streamline security operations. Learn more at www.exabeam.com
The iMETA Customer Incident Manager is responsible for building strong relationships with clients, understanding their technical needs, and providing tailored resolution to key technical challenges. This role requires a blend of technical expertise, customer service skills, and business acumen. This role requires a deep understanding of software systems, excellent problem-solving skills, and the ability to work under pressure. The Customer Incident Manager will collaborate with cross-functional teams, including engineering, product management, and quality assurance, to ensure timely and effective resolution of customer issues.
The essence of this role and those successful within it will be able to communicate complex problems in a succinct and effective way. Engagement with customers and cross-functional alike will be required in the command and resolution of complex systems. Through these efforts, partnering with our field team to align with key customer staff as well as serving the purpose of exceptional customer outcomes.
Key Responsibilities
Manage and resolve high-priority software escalations from global support teams.
Collaborate with engineering and product teams to identify root causes and implement solutions.
Serve as the primary technical liaison between the company and assigned key accounts.
Provide regular updates to stakeholders on the status of escalated issues.
Develop a deep understanding of customers' business objectives and technical environments.
Provide proactive technical guidance and support to help customers optimize their use of our products.
Collaborate with sales, engineering, and product teams to address customer needs in and out of escalation engagement.
Conduct regular account engagements to ensure understanding of customer priorities, key projects and IT/Technical changes to impacting environment
Manage and resolve technical issues, coordinating with internal teams to ensure timely resolution.
Monitor customer health metrics and develop action plans to address any potential risks.
Qualifications
Must be able to command and drive action through consistent, concise and decisive communication standards
Ability to effectively communicate and set expectations with customers
Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum of 5 years of experience in software support or a related technical role.
Proven experience in managing software escalations and resolving complex technical issues.
Strong understanding of software development processes and methodologies.
Excellent communication and interpersonal skills.
Ability to work effectively in a fast-paced, global environment.
Strong leadership and team management skills.
Experience with customer relationship management (CRM) and ticketing systems.
Ability to travel internationally as needed.
Exabeam is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.
Exabeam and LogRhythm have merged. You can learn more about our cybersecurity powerhouse here.
1
No
15
12/12/2024
Tata Consultancy Services
TOP Companies
IT / Software Dev
Delhi
The Great Bharat
Major Incident Manager_New Delhi
Managerial
Major Incident Manager
Pls See The Job Detail
Not disclosed
Other
Greetings from TCS!!!!!!!
TCS Hiring for Major Incident Manager
Job Location: New Delhi
Experience Range: 8-12 Years
Job Description :
Handling major incident management process and drive end to end Sev 1 situation with effective Communication
Experience as Major/Critical incident manager
Participate and drive major incidents
Effective handling of major incident bridge
Periodic update about MIM progress through mails
Drive the overall MIM journey.
Publish Major incident report
Problem management process drive
1
No
16
12/12/2024
Tata Consultancy Services
TOP Companies
IT / Software Dev
Leeds, England, United Kingdom
England
Major Incident Manager
Managerial
Major Incident Manager
Pls See The Job Detail
Not disclosed
Other
Role: Major Incident Manager
Job Type: Permanent
Location: Leeds
Ready to take the next step in your career? Join us as a Major Incident Manager.
Careers at TCS: It means more
TCS is a purpose-led transformation company, built on belief. We don�t just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more opportunities to make an impact that matters, through challenging projects which demand ambitious innovation.
Be part of an exciting team who challenge themselves every day.
Collaborate with customers and stakeholders.
Helping customer to run the operations smoothly with minimal impact on operations
The Role
A person who is responsible for leading and facilitating the major incident process. The MIM acts as a single point of contact for all parties involved in the incident, such as service owners, technical experts, vendors, customers, and senior management. The MIM coordinates the incident response, communication, escalation, resolution, and post-incident review activities, ensuring that the incident is handled effectively and efficiently.
Key responsibilities:
Leveraging technology to issue all communications and providing key stakeholder management
Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
Build effective relationships with internal and external suppliers, business representatives, Service/Product owners and ITSM colleagues to be able to triage a high impacting incident, to ensure the right people are engaged at the right time through to resolution.
Ability to prioritise multiple high priority incident issues at any given time without sacrificing users experience of customer IT Services.
Matrix management of people, processes and resources including third parties � including resolving conflict to move forward to resolution
Represents the team on all Change Advisory Boards, Major Change Walk through, and support Early Live Support (ELS)/Hyper Care support where necessary.
Being accountable for resolving the outage via workaround or permanent fix
Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
Supporting and nurturing process improvements and knowledge base improvements
Continually maintaining and developing tools and resources to manage major incidents effectively
Continuity management - Manages the runbooks for service continuity. This includes managing the processes around service continuity and testing the runbooks to ensure that service availability can be maintained in any event.
Identifying and raising risks with the relevant supporting data ensuring they are logged, and owners are assigned.
Perform service reporting for major incident management performance measurement
Providing periodic major incident metrics reports
Responsible for identifying, implementing and supporting continual service improvements and can deliver best practice against Incident Management workflows in the form of knowledge articles or work instructions.
Key Skills & Knowledge
Process expert in the module. ITIL V3 Certified/ ITIL v4 Certified
Must have string on Incident & Problem Management modules
Hands on experience in the Service Now/Any service management tool
Must be flexible to work in 24x7 env.
Very good written and verbal communication skill.
Basic reporting via Excel and presentations
Very good at customer handling
Must have experience in driving weekly/monthly performance review meetings
Communication Skills: Clear and effective communication when collaborating with the stakeholders, internal teams, and representing end-users in discussions.
Problem-Solving: Strong problem-solving skills to address pain points and challenges identified through user feedback and data analysis.
Broad Technical understanding: Understand the core technical concepts related to the role and apply them with guidance.
User focus: Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.
Good to have: (As applicable)
Working experience on other Service Management modules
Service Now Experience
Rewards & Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.
Diversity, Inclusion & Wellbeing
At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is �Inclusion without Exception�.
You�ll find a welcoming culture and many internal volunteering and social networks to join. Our diversity, inclusion and social activities include LGBTQ+ and mental health networks, as well as health and wellness initiatives and sports events (we even sponsor the London Marathon).
TCS celebrates inclusion without exception. We are open to all and treat applications equally, regardless of ethnicity, disability, gender, age, sexual orientation or beliefs.
If you are an applicant who needs an accommodation due to a disability to complete an employment application, or during any phase of the hiring process, please contact us at ansah.steve@tcs.comwith the subject line: �Disability Accommodation Request�.
Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.
Join us and do more of what matters. Apply online now.
, ansah.steve@tcs.com
1
Runbook
Tools: ITIL, Runbook, Service Now
No
17
12/12/2024
Visa
TOP Companies
BFSI / Fintech / NBFC
Pasay, National Capital Region, Philippines
Other Cities
Operations Analyst (Incident Manager)
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Company Description
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose � to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Job Description
What we expect of you, day to day.
Coordinate the recovery of incidents by assembling a recovery team and/or collaborating with relevant SMEs and technical resources
Personal adherence and adoption evangelism of the Incident Management Process
Assist with process development/refinement initiatives, socialize and train colleagues (on the process) and fulfil any related internal audit obligations
Be the co-custodian of all incident related data. Ensure data is accurately recorded to aid in the recovery efforts and for the purposes of historical analysis/MI
Assist in developing and maintaining incident playbooks for common or anticipated incident scenarios
Respond to reported incidents from various channels (voice, email, ITSM/alerting toolsets)
Ensuring the impact of a given incident is fully understood as swiftly as possible and that cases are prioritized/categorized correctly and assigned to the appropriate group(s) for resolution
Manage all (P1-P4) incidents throughout their Lifecyle and ensue they are progressed/recovered in line with any applicable SLA/OLA
Create internal / external Incident Reports for all P1 Major Incidents
Issue internal / external Incident communications
Ensure Incidents are escalated into the Crisis Management function/team inline with the documented process
Work with VOCC & POCC teams to enhance our monitoring capabilities and our triage processes with the aim of eliminating or mitigating the impact of future incident
Assist with creating and distributing an Incident Management Performance Dashboard/Report (volume, cause, method of identification, recovery time, impact, etc.)
Work within and contribute to the CSI (Continuous Service Improvement) framework to improve the service and/or client experience and streamline the delivery of support services
Work closely with the problem management function to ensure our Problem resolution efforts are prioritized appropriately
Deliver on other Incident Management related tasks and actions as stipulated by the Senior Incident Manager and the Head of Service Management
Perform all tasks and activities in accordance with Visa Payments Limited�s policies, procedures, and contractual commitments
To join the 24/7 on call Major incident team on a rota basis (on completion of probation and relevant training)
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications
Must have at least 3 years of experience in an Incident Management role within a Bank, Financial Institution, fintech or related industry
Must have some knowledge of the cross-border payments industry and the related infrastructure/services/providers
Must have demonstrable experience of data analysis and trend identification
Must be an analytical and methodical problem solver
Must have a collaborative mindset and be able to work closely with others to deliver results
Must have strong leadership qualities and the ability to influence upwards as required
Must be able to make decisions based upon available information
Must have experience using ticket / case management systems
Ability to build and maintain productive relationships (internal, external)
Strong multi-tasking skills & attention to detail
Strong verbal and written communication
Ideally have a good understanding of FX (Foreign Exchange) concepts and processes
Degree educated � desirable, but not essential
ITIL accreditation (at least V3 ) � desirable, but not essential
Additional Information
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
1
ITIL
Tools: ITIL
No
18
12/12/2024
GeoVictoria
Other
IT / Software Dev
Bogota, D.C., Capital District, Colombia
Other Cities
Incident Manager - Bogot�, Colombia.
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Somos una multinacional donde puedes ser t� mismo y tus ideas importan. Priorizamos el m�rito sobre la jerarqu�a, celebramos los valores y somos una jungla de diversidad.
�Qu� valores? Las 4H ??: Somos Happy, Honestos, Humildes y Hungry por crecer en todo el mundo. Queremos conquistar el mundo con nuestro incre�ble talento: �entregar servicios de software a m�s de 20 pa�ses! ????
Descripci�n del cargo:
�Desde peque�o quer�as ser bombero o superh�roe? ??????? �Te apasiona la gesti�n de incidentes y la resoluci�n de problemas tecnol�gicos? Si te ves liderando la resoluci�n de incidentes cr�ticos dentro de nuestro SaaS �esta es tu oportunidad!
Como Incident Manager ???????, ser�s responsable de identificar, evaluar y resolver algunos incendios en los sistemas t�cnicos. Esto incluye desde problemas menores como fallas de software hasta problemas altamente complejos. Tu principal objetivo ser� minimizar el impacto en las operaciones y restaurar el servicio en tiempo r�cord. ??
Responsabilidades:
Establecer protocolos claros para la detecci�n, respuesta y resoluci�n de incidentes.
Trabajar de la mano con nuestro equipo para dar respuesta �ptima y oportuna a los problemas.
Evaluar y refinar continuamente las estrategias de gesti�n de incidentes.
Colaborar con equipos de soporte, seguridad y proveedores para garantizar la integridad continua de los sistemas.
Documentar todos los aspectos del proceso de respuesta a incidentes, incluyendo acciones tomadas y resultados obtenidos.
Requisitos:
Profesional en ingenier�a de sistemas, electr�nica y/o telecomunicaciones.
Experiencia m�nima de 3 a�os en roles relacionados con la gesti�n de incidentes en infraestructura t�cnica.
Conocimientos s�lidos en SQL, Python y programaci�n.
Habilidades excepcionales en organizaci�n, resoluci�n de problemas y toma de decisiones bajo presi�n.
Capacidad de comunicaci�n clara y efectiva para coordinar equipos y gestionar.
Valorable:
Conocimientos en herramientas de automatizaci�n y plataformas de gesti�n de incidentes.
Capacidad para trabajar bajo presi�n y en situaciones de alta incertidumbre.
Habilidades en manejo de herramientas de monitoreo.
Beneficios:
Vestimenta libre, ac� puedes ser t� mismo ??
Medio d�a libre en tu cumplea�os, para que puedas celebrar ??
Cultura de empresa horizontal, donde tu talento te hace crecer ??
Eventos de celebraci�n de cumplimiento de metas trimestrales, team buildings y m�s en todas las oficinas a nivel global ??
Oficina Pet Friendly ??
��nete a nuestro diverso y talentoso equipo y s� parte de una de las �reas m�s estrat�gicas de GeoVictoria!
1
No
19
12/12/2024
Allstate
Other
BFSI / Fintech / NBFC
United States
Other Cities
Manager, Incident Handling (Remote - Home Based Worker)
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
At Allstate, great things happen when our people work together to protect families and their belongings from life�s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers� evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.
Job Description
Job Summary
The Incident Handling Manager of the Global Security Fusion Center (GSFC) will oversee the operations of Incident Handling such as incident response, threat detection and mitigation efforts. This individual will effectively run the operations by coordinating with different service areas across GSFC and maintain the overall security posture of the organization. This leadership role will effectively communicate with stakeholders and senior leadership team especially during a major incident. This individual serves as an incident manager during major incidents and supports the investigations carried out by the team.
The Incident Handling Manager mentors the Lead analysts and other analysts of the team and reviews the performance of the individuals. This Manager role also leads teams in the development and evaluation of programs, processes and procedures to mitigate cybersecurity risk, ensuring protection of company information and assets, and understanding and applying pertinent industry and government regulations, contracts, and requirements.
Key Responsibilities
Lead and manage Security Operations Center across different regions and shifts with primary responsibilities in security event monitoring, management, and response.
Ensure incident identification, assessment, quantification, reporting, communication, mitigation and monitoring.
Ensure compliance to SLA, process adherence and process improvisation to achieve operational objectives.
Review policies and highlight the challenges in managing SLAs.
Review standard operating procedures to ensure SOC continues to effectively meet operational requirements.
Provide team & vendor management, evaluate overall use of resources, and initiate corrective action where required for SOC.
Create reports, dashboards, and metrics and present to Sr. Mgmt.
Evaluate existing technical capabilities and systems and identify opportunities for improvement.
Oversee training and exercises to ensure SOC team proficiency. Conduct after action reviews to identify lessons learned and best practices.
Work closely Security Leadership to identify and implement process changes, improvements, and efficiencies to ensure solid security practices.
Develop communication channels with technology owners and business to evangelize the evolving threat landscape.
Job Qualifications
Ideal candidate will have 10+ years incident handling and incident response experience.
Technical knowledge of network security, operating system security, vulnerability management, common attacker techniques and exploits, encryption, and SIEM.
Know how to lead investigations and direct incident handlers and question the investigative process being followed.
Possess experience in writing both technical incident investigation reports as well as reports for senior leadership.
Ability to manage multiple initiatives at once in addition to day-to-day operations.
Experience in managing teams of 8 or more people and providing mentorship.
Advanced incident investigation and response experience.
Moderate knowledge of Windows, Unix/Linux, and Mac operating systems.
Moderate knowledge of SIEM technologies and use case design.
Moderate knowledge of malware operations and indicators.
Moderate knowledge of network defenses such as firewalls, IDS/IPS, Packet Capture, Proxies.
Moderate experience with scripting.
Moderate knowledge of forensic techniques.
Moderate knowledge of audit requirements (PCI, HIPPA, SOX, etc.).
Education and Certifications
Bachelor�s Degree preferred, but not required. May also have advanced degree.
Certifications from the list below preferred, but not required:
Certified Information Systems Security Professional (CISSP)
Certified Information Security Manager (CISM)
Certified Information Systems Auditor (CISA)
Certified Information Systems Security Professional (CISSP)
Certified Incident Handler (GCIH)
Certified Intrusion Analyst (GIAC)
Certified Ethical hacker (CEH)
Certified Expert penetration tester (CEPT)
Functional Skills
Advanced understanding of information security technology.
Ability to influence others and achieve results.
Ability to think strategically, conceptually, analytically and creatively.
Advanced time management skills including ability to manage multiple projects, prioritize and organize, and create alignment and buy in from clients and direct reports.
Demonstrated clear, concise and effective oral and written communication skills.
Ability to establish, manage and leverage relationships with internal and external partners.
Ability to analyze data and apply it to complex problem resolution.
Advanced understanding of security trends in the industry.
Advanced understanding of expense and resource management processes as they relate to project resources and expenses, ability to make appropriate sourcing decisions based on project resource needs, demonstrate understanding of area's budget and its relationship to department level information and external customers, and assist in explaining impact of project expenses on the area's overall expense plan.
Possess a mastery level of thriving in change by setting an example, providing leadership, and coaching peers and team members, during changes that may disrupt productivity.
Handle ambiguity and uncertainty with maturity, adapt management style to current situations and people needs, and demonstrate the ability to make decisions under time pressures and with limited information.
Skills
Change Management, Information Security Management, Information Security Operations, Network Security, People Leadership, Security Incident Response, Security Information and Event Management (SIEM)
Compensation
Compensation offered for this role is $104,000 - 187,625 annually and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
Joining our team isn�t just a job � it�s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.
You�ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we�ve proven that Allstate empowers everyone to lead, drive change and give back where they work and live.
Good Hands. Greater Together.�
Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For jobs in San Francisco, please click �here� for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click �here� for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.
To view the �EEO is the Law� poster click �here�. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs
To view the FMLA poster, click �here�. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.
It is the Company�s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee�s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.
Remote / Work From Home (WFH) / Virtual
1
AWS
....ate knowledge of audit requirements (PCI, HIPPA, SOX, etc.).
Education and Certifications
Bachelor�s Degree preferred, but not required. May also have advanced degree.
Certifications from the list below preferred, but not required:
<....
Tools: AWS
No
Not Mandetory
20
12/12/2024
Stripe
Other
BFSI / Fintech / NBFC
United States
Other Cities
Incident Response Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Who we are
About Stripe
Stripe is a financial infrastructure platform for businesses. Millions of companies�from the world�s largest enterprises to the most ambitious startups�use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone�s reach while doing the most important work of your career.
About The Team
The Incident Ops team is a global 24/7 team responsible for driving incident response and management from detection to resolution. Stripe is proud of its five 9s reliability and this team is at the forefront of ensuring we keep it that way - working hand-in-hand with Reliability Eng and across the Tech Org. This team of incident response managers (IRM) is defined by our sense of ownership and how we drive incidents to resolution - marshaling the necessary cross-functional resources to respond to and resolve service outages, critical bugs, security attacks and anything that significantly impacts the users of our products. The team is user-first and ensures appropriate external communications from Stripe and senior management to keep our users informed of disruption to their experience of Stripe. The team is skilled in communications, incident handling and technical adeptness as incidents can arise from anywhere and cut across products and orgs in Stripe.
What you�ll do
As an Incident Response Manager (IRM), you�ll play the key role in driving the right level of response from Stripes to incidents, determining impact, rallying Stripes to mitigate, communicating to users and ensuring appropriate remediations and orchestrate the Root Cause Analysis (RCA) process. You�ll work hand-in-hand with IRMs and engineers globally to ensure solid 24/7 coverage on how we monitor, detect, respond, communicate and mitigate incidents. When not managing incidents, you'll help scale our ability to respond to incidents, improve our operations, analyze data to provide insights and deepen our technical expertise in products. As a result, you�ll be seen as the protector of our users - in minimizing the impact of incidents on their business and ensuring that Stripe is always thinking of our users.
Responsibilities
Act as an on-call Incident Commander, responsible for driving and managing incident resolution with a high level of urgency, cross-functional collaboration, and accuracy, while partnering with a global and diverse set of teams, including Engineering, Product, Policy, Risks, PR, Legal, Execs, etc.
Lead all user-facing incidents across domains at Stripe - including reliability, technical, security, and data privacy
"User First" approach to determine impact, providing accurate situation reports, facilitating comms bridges, and ensuring useful and timely external communications to users
Proactively update internal stakeholders, make decisions through data and influence by partnering with Engineering, Sales, Support and other cross-functional teams
Contribute to the root cause analysis process while conducting post-mortems, remediations identification, and ensure problem management tasks meet SLA and user expectations
Drive improvements in the incident handling process and incident management metrics and tooling based on trends and data of Stripe's incidents in collaboration with engineering, product and operations teams
Collaborate closely with leadership for building team strategy based on the team vision
Collaborate and coach other Incident Response Managers on the team
Who you are
We�re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
Minimum Requirements
5+ years of demonstrable major incident experience for organizations that run mission critical applications or always-on Saas environments.
Demonstrated ability to lead multiple incidents concurrently with authority and influence responders with agency and reasoning skills to resolve ambiguous problems and drive to root cause.
Strong full stack technical skills with development/support experience with cloud based technologies
Demonstrated experience developing code and automation using Python, Ruby, JavaScript or shell scripting.
Solid understanding of infrastructure, including physical, virtual, and container-based compute platforms
Strong quantitative, and analytical skills in data manipulation using SQL, Splunk or other tools.
Excellent task management skills, must be detail-oriented with ability to remain composed, methodical, and think fast in a high-pressured environment.
Exceptional written and verbal English communication skills, with the ability to translate complex technical issues for internal and external stakeholders
Preferred Qualifications
Domain expertise in classes of incidents such as technical, privacy, security or crisis with a strong desire to continuously learn about Stripe's products, technical issues and systems.
Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making.
Experience with broad user-facing communications (e.g. status pages, tweets) and/or targeted communications (e.g. direct emails, support ticket responses).
Familiarity operating or managing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies.
Demonstrated experience with full stack development and support
Working remotely at Stripe
A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.
Pay and benefits
The annual US base salary range for this role is $180,200 - $270,300. For sales roles, the range provided is the role�s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate�s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.
Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.
1
Splunk
Tools: Splunk
No
21
12/12/2024
IRIUM
Other
Book / Printing & Publishing
Barcelona, Catalonia, Spain
Other Cities
INCIDENT MANAGER
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
En IRIUMnos preocupamos porque no dejes de perseguir tus sue�os. Prep�rate para conquistar tus metas, y ten siempre presente disfrutar del camino.
Estamos buscando un INCIDENT MANAGERpara proyecto estable.
🔍�Qu� buscamos?:
3 o mas a�os de experiencia en puestos similares
Conocimientos:
Herramientas de monitorizaci�n/observabilidad de sistemas de informaci�n (Microfocus, Dynatrace, AppDynamics, Elastic)
Comunicaciones e infraestructuras cr�ticas, en entornos tradicionales o cloud
Operaciones: Site Reliability Engineering Foundation (SRE) y/o DevSecOps Fundation (DSOF)
Entornos Cloud: AWS Certified Cloud Practitioner y/o Microsoft Azure Fundamentals y/o Google Associate Cloud Engineer
Lugar de trabajo:L'Hospitalet de Llobregat, Barcelona
Modalidad de trabajo: Presencial
Guardias: SiTurnos rotativos ma�ana y tarde con posibilidad de realizar turnos 24x7 en turnos de 8 horas de rotacion semanal.
Retribuci�n flexible (restaurante, transporte y guarder�a) ?
23 d�as de vacaciones 🏕️
Buen clima laboral 🙍??️🙍??️
Acceso ilimitado a formaci�n tecnol�gica puntera en modalidad barra libre. 📚
Club de beneficios para empleados con descuentos directos y miles de ofertas en marcas, hoteles, agencias de viaje, cines, ropa� 💰
Banda salarial: 42k bruto anual.
Powered by JazzHR
6P23BgyimQ
1
Dynatrace
Tools: Appdynamics, AWS, Azure, Dynatrace
No
22
12/12/2024
Renault Digital
Other
IT / Software Dev
Boulogne-Billancourt, �le-de-France, France
France
Incident Manager (F/H)
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
� propos de nous :
Renault Digital, filiale 100% digitale du Groupe Renault a �t� cr��e en janvier 2017.
Sa mission est de transformer � l��chelle du Groupe Renault, innover et d�livrer de la valeur digitale � travers nos produits.
Renault Digital s�appuie alors sur des �quipes expertes et pluridisciplinaires qui participent au d�veloppement de projets strat�giques, visant � transformer durablement l�industrie automobile et les mobilit�s de demain avec des v�hicules propres et connect�s, une offre de services innovante.
Pour r�pondre � ces challenges, nous avons d�velopp� une entit� r�unissant toutes les comp�tences et expertises du d�veloppement logiciel on-board et off-board pour travailler ensemble sur la plateforme du v�hicule �tendu et sur la plateforme de services connect�s pour nos clients.
En int�grant ces �quipes, vous serez au centre de la transformation technologique de Renault et des enjeux de la mobilit� du futur.
Descriptif du poste :
L��quipe � End to End RUN Connected Services & My Brand � est en charge de la qualit� op�rationnelle de l�ensemble de la chaine couvrant les produits My Brand (My Renault, My Dacia, My Alpine, �) disponibles sur smartphones et l�ensemble de la chaine d�outils et plateformes de connexion � l�on-board de la voiture permettant de :
configurer les composants �on-board� lors de la fabrication du v�hicule
activer les services � la livraison du v�hicule
utiliser au quotidien les services connect�s depuis un smartphone
Le fonctionnement op�rationnel de ces syst�mes 24h/24 et 7j/7 est indispensable pour supporter le bon fonctionnement de l�industrie, des services commerciaux et l�usage de ses services, tout en accompagnant les transformations digitales indispensables.
Pour s�adapter � ces enjeux, le p�le se renforce et recherche un � Incident Manager � .
R�le g�n�ral :
En tant qu�Incident Manager, vous serez responsable de la gestion et de la r�solution des incidents IT afin de minimiser l�impact sur les op�rations de l�entreprise.
Vous travaillerez en �troite collaboration avec les �quipes techniques et les parties prenantes pour assurer une communication efficace et une r�solution rapide des probl�mes.
Responsabilit�s principales :
Animer des cellules de crises en cas d�incidents majeurs, r�daction de compte-rendu, debrief � chaud et � froid avec les �quipes produits, production des MBR (Major Breakdown Report)
Coordonner les �quipes techniques pour diagnostiquer et r�soudre les incidents.
Communiquer de mani�re proactive avec les parties prenantes sur l��tat des incidents et les actions en cours.
Consolider et suivre la r�alisation des plans d�actions pour l�am�lioration du niveau de qualit� op�rationnelle et de la fiabilit� des syst�mes.
Aider � la construction des actions.
Pr�parer et animer des instances de suivi et pilotage de la qualit� op�rationnelle., Mettre � jour et publier des indicateurs et du tableau de bord de la qualit� op�rationnelle
Capitaliser et mettre � jour la documentation relative � la qualit� op�rationnelle.
Revoir et am�liorer les processus ITIL li�s � la qualit� op�rationnelle (gestion des changements, gestion des incidents, gestion des probl�mes), en se basant sur l�outils de l�entreprise Service Now.
Assurer le lien avec les projets de protection cybers�curit�
Garantir le non-impact sur la qualit� op�rationnelle des outils cyber
Veiller � la mise en place des process change et incident sur ce p�rim�tre
Mutualiser les moyens de crise QO et Cyber
Profil recherch� :
Formation
--> Vous �tes dipl�m�(e) en informatique, ing�nierie informatique ou autre dipl�me d�ing�nieur pertinent.
Exp�rience
--> Vous disposez de 3 � 5 ans d�exp�rience dans un r�le similaire.
--> Une Certification ITIL ou �quivalent serait souhait�e.
--> Vous poss�dez un bon niveau de fran�ais et d�anglais.
--> Les exp�riences suivantes constitueront un plus :
Gestion de projet, coordination d��quipe produit informatique
Connaissance g�n�rale de l�informatique, id�alement une exp�rience pass�e de conception et d�veloppement et/ou de mise en �uvre de projets techniques informatiques (infrastructures, r�seaux, �).
Connaissance g�n�rale du monde industriel et de ses m�thodes (Lean,�)
Soft skills
--> Pragmatisme, rigueur et sens du terrain
--> Capacit� de coordination / collaboration transversale, ouverture d�esprit.
--> R�silient
--> Esprit d��quipe
Comp�tences g�n�rales :
Exp�rience av�r�e en gestion d�incidents IT.
Excellentes comp�tences en communication et en gestion de crise.
Capacit� � travailler sous pression et � g�rer plusieurs incidents simultan�ment.
Connaissance des outils de gestion des incidents (par exemple, ServiceNow, Jira).
Comp�tences analytiques pour identifier les causes profondes et proposer des solutions.
Capacit� � travailler en �quipe et � coordonner des ressources techniques.
Informations compl�mentaires
Votre poste sera bas� � Boulogne-Billancourt (France) en CDI (temps plein).
Accord t�l�travail
Des d�placements ponctuels sont � � pr�voir sur les sites de Renault, principalement le Technocentre de Guyancourt.
Les avantages de travailler chez Renault Digital :
Nous rejoindre c�est :
�tre accompagn�(e) � travers une trajectoire de carri�re individualis�e
Contribuer aux enjeux des v�hicules connect�s et autonomes de demain
Travailler au sein d�une direction agile
B�n�ficier du t�l�travail
B�n�ficier d�un parcours de formation personnalis�
Garantir un �quilibre professionnel et personnel
1
Tableau
....>
--> Vous disposez de 3 � 5 ans d�exp�rience dans un r�le similaire.
--> Une Certification ITIL ou �quivalent serait souhait�e.
--> Vous poss�dez un bon niveau de fran�ais et d�anglais.
--> Les exp�riences suivantes constitueront un plus :
<ol....
Tools: ITIL, Jira, Service Now, Tableau
No
Certification Req./Pref.
23
12/12/2024
Aon
Other
BFSI / Fintech / NBFC
Gurugram
The Great Bharat
Incident Specialist� Incident Management
Mid Level
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Job Title - Incident Specialist-Incident Management
Location- Gurugram/Noida
To work in a 24X7 technology restoration and availability command center as an incident commander
Technical Skills Required
3 - 6 years of experience working in the same role
Experience with ITIL v3/v4, specifically in the area of Incident, Problem and Change
Exposure to tools like WebEx Teams, SharePoint, Service Now
Experience in managing and defining best practices based on the ITIL Incident framework
Strong written and verbal communication and relationship management skills
Deductive reasoning
Command and Control presence while managing critical incidents
Maintains a professional demeanor and attitude while being assertive
Ability to challenge information if the response does not fit the situation
Extensive problem solving, organizational and project management skills.
Extensive experience with standard desktop tools, including Microsoft Office.
Ability to handle multiple priorities, professionally manage time while meeting deadlines in a fast paced, high volume environment
Soft Skills Required
Should be able to drive restoration calls independently
Attention to Detail
Quality Focus
Good analytical skills and be able to correlate the issues
Excellent problem solving and resolution skills
Promoting Process Improvement
Flexibility to work in night shifts
Self-starter; ability to begin working with minimal coaching.
Strong communication skills. Provides information to others both internal and external to the organization.
Good decision making
Ability to work independently as well as part of a team on multiple overlapping issues.
Primary Responsibilities
Driving the restoration of high priority incidents engaging right resources at the right time
Engage & drive restoration with required vendors
Driving the calls with command and providing updates to the senior leadership
Driving the efficiency and effectiveness of the incident management process
Producing management information, including KPIs and reports
Monitoring the effectiveness of incident management and making recommendations for improvement
Driving, developing, managing and maintaining the major incident process and associated procedures
Reviewing and auditing the incident management process
Oversee and support senior business and IT managers in meeting established SLA�s required to meet regulation standards
Formal Education & Certification
Bachelor�s degree in computer science / information system or equivalent
ITIL certified - Added advan
2552085
1
SharePoint
....g established SLA�s required to meet regulation standards
Formal Education & Certification
Bachelor�s degree in computer science / information system or equivalent
ITIL certified - Added advan
2552085
....
Tools: ITIL, Service Now, SharePoint
No
Certification Req./Pref.
24
12/12/2024
Dicetek LLC
Other
HR / Staffing
Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
UAE
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Role Overview
The Incident Manager is responsible for managing the incident lifecycle to ensure that IT services are restored as quickly as possible after an interruption. This role requires strong expertise in incident management processes, coordination, and communication with various stakeholders to minimize business impact.
Key Responsibilities
Manage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.
Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.
Escalate incidents as necessary according to established escalation processes.
Communicate incident status, impact, and resolution progress to stakeholders, including users and management.
Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.
Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.
Develop and deliver training on incident management processes and tools to IT staff.
Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.
Required Qualifications
Bachelor�s degree in Information Technology, Computer Science, or a related field.
5+ years of experience in IT service management, with a focus on incident management.
Relevant certifications such as ITIL Foundation, ISO/IEC 20000, or similar.
Strong understanding of ITIL incident management processes and best practices.
Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar.
Key Skills
Expertise in incident management and coordination.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work under pressure and manage high-stress situations.
Strong organizational and multitasking skills.
Job Consultancy
1
BMC Remedy
....ears of experience in IT service management, with a focus on incident management.
Relevant certifications such as ITIL Foundation, ISO/IEC 20000, or similar.
Strong understanding of ITIL incident management processes and best practices.
Experience with ITSM tools such as S....
Tools: BMC Remedy, ITIL
No
Certification Req./Pref.
25
12/12/2024
Tech Mahindra
TOP Companies
IT / Software Dev
Lansing, MI
United States
Major Incident Manager
Managerial
Major Incident Manager
Pls See The Job Detail
Not disclosed
Other
Job Role : Major Incident Manager
Location : Lansing, MI - This position requires onsite to office
Job Description :
Major Incident Manager is responsible for the end-to-end management of all IT major incidents. Their role and responsibilities are extremely varied and include (amongst others)
Responsibilities:
Leveraging technology to issue all communications and providing key stakeholder management
Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
Matrix management of people, processes and resources including third parties � including resolving conflict to move forward to resolution
Being accountable for resolving the outage via workaround or permanent fix
Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
Supporting and nurturing process improvements and knowledge base improvements
Continually maintaining and developing tools and resources to manage major incidents effectively
Providing periodic major incident metrics reports
The pay range for this role is $90,000 - $95,000 per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate
�Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ADA_Accomodations@TechMahindra.com.�
, ADA_Accomodations@TechMahindra.com
HR Contact- Email
1
No
26
12/12/2024
IRIUM
Other
Book / Printing & Publishing
Madrid, Community of Madrid, Spain
Other Cities
INCIDENT MANAGER CON INGL�S 100% REMOTO
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
En IRIUM nos preocupamos porque no dejes de perseguir tus sue�os. Prep�rate para conquistar tus metas, y ten siempre presente disfrutar del camino.
Actualmente nos encontramos en b�squeda de perfiles INCIDENT MANAGER con ingl�s alto, con amplia experiencia para participar en un proyecto bancario.
Qu� esperamos de ti?
Experiencia de, al menos 2 a�os en Service Now
Experiencia en desarrollo Java con Microservicios
Conocimientos en PowerBI y Openshift
Experiencia en Dynatrace o Prometheus
ITIL Fundation
Ingl�s alto
Qu� ofrecemos si te unes a nosotros?
Trabajo 100% remoto
Horario flexible
Retribuci�n flexible (seguro m�dico, restaurante, transporte y guarder�a)
23 d�as de vacaciones
Buen clima laboral
Acceso ilimitado a formaci�n tecnol�gica puntera en modalidad barra libre
Club de beneficios para empleados con descuentos directos y miles de ofertas en marcas, hoteles, agencias de viaje, cines, ropa..
IRIUM es una empresa formada por profesionales con inquietudes, din�micos y resolutivos. Nuestros valores son la responsabilidad y el compromiso con el trabajo bien hecho, este es el esp�ritu que buscamos, sea cual sea tu edad, si te reconoces �esta es tu empresa!
Podemos construir juntos el futuro. �Hablamos?
En IRIUM defendemos un mundo sin estereotipos ni limitaciones y creemos en la igualdad para todos, principios que suscribimos en nuestro Plan de Igualdad y C�digo �tico garantizando la igualdad de trato y oportunidades al margen de cualquier condici�n personal, f�sica o social.
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CMfm6gGYe2
1
Dynatrace
Tools: Dynatrace, ITIL, Service Now
No
27
12/12/2024
Tata Consultancy Services
TOP Companies
IT / Software Dev
Chennai
The Great Bharat
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Major Incident Manager
Job Location: Chennai
RESPONSIBILITIES
Acting as a SPOC to provide the status update whenever a major incident occurs
Ability to work in (24/7) shift and flexible schedule and extend for any business critical hours.
Opening a Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
Coordinating with the respective SMEs for speedy resolution of the Major Incident
Ensuring the Major incident is resolved within the SLAs agreed with the Customer
Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
End to end understand if incident life cycle - Challenges, different priorities handling skills.
Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
Ensuring that all the resolution procedures are updated in the knowledge database / Work log
Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process
Coordinating with the process managers (Change manager, Problem Manager, capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents.
Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
Maintain the SOP and get timely review and sign off from the customer.
Perform Alert and Major Incident analysis (through coordinating with problem Management process)
1
No
28
12/12/2024
HCLTech
Other
IT / Software Dev
Taguig, National Capital Region, Philippines
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Qualifications:
ITIL Certified or 5 years working experience as an Incident Manager.
Knowledge about KPI & CSL related to IT Helpdesk.
With work experience in ServiceNow .
Advanced Excel Skills, work experience in Word, PowerPoint & MS-Visio .
Strong analytical skills .
Proven track record of working collaboratively to improve the customer�s experience through Incident Management.
Strong communication, presentation, and relationship management skills .
Positive team player attitude with excellent verbal and written communication skills.
High degree of organizational skills.
Responsibilities:
� Validate an incident as major incident by following the process agreed.
� Initiate senior management communication about major incident process.
� Act as Duty Manager and involve the required support teams for faster resolution of incident.
� Initiate user communication for services impacted.
� Send ongoing updates to relevant stakeholders.
� Set up and conduct Conference calls for Major Incidents if required.
� Scheduling regular meetings to co-ordinate and discuss major incident.
� Communicate summary of discussions to all participants.
� Co-ordination with technical teams to provide quickest resolution for Major Incident.
Perks:
� With HMO Benefits since Day 1 (including up to 3 dependents)
Bluebik is the leading consultancy focusing on comprehensive advice on digital transformation to transform the capabilities of our clients through technological application. We provide transformation consulting consists of Management Consulting � advice on strategies and management, Digital Excellence & Delivery covering in-depth recommendations on digital and technological development within organizations, Strategic PMO � advice on tangible benefits and significant cost saving through clients� business process, Big Data & Advanced Analytics � provide end to end solution for Big Data & Advanced Analytics from strategy to implementation.
About The Role
Construct robust technology platforms to compete in a rapidly changing and dynamic market. If you are well-equipped with technical expertise and management skills, join us to help the leading companies of various industries to compete in a rapidly changing and dynamic market by developing and constructing technology platforms.
Work you will do
Lead and coordinate the response to major incidents, ensuring quick and effective resolution while minimizing business impact.
Develop, implement, and maintain robust incident management processes and procedures, ensuring they are aligned with industry best practices.
Act as the primary point of contact for incident escalation, providing timely and clear communication to stakeholders, including executive leadership.
Conduct thorough post-incident reviews to identify root causes, lessons learned, and opportunities for process improvements.
Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the incident management process.
Ensure that incident management processes comply with regulatory requirements and organizational policies, mitigating risks associated with incidents.
Provide training and guidance to the incident response team and other relevant staff on incident management best practices and procedures.
Maintain comprehensive documentation of incidents and resolutions and prepare detailed reports for management review and analysis.
Work closely with application support teams, and other departments to ensure a coordinated and effective incident.
Qualification
Let Us Talk About You
If you are someone with:
Bachelor/ Master�s degree in computer related field.
At least 3 - 5 years� experience in Incident Management.
Good English communication skills (written and oral).
Strong analytical and Problem-Solving skills.
Excellent communication and interpersonal skills, with the ability to effectively interact with individuals at all levels of the organization.
Very good understanding of Incident Management, Problem Management and Change Management processes.
Proficiency in incident management tools and systems.
Knowledge of IT infrastructure and applications, including networking, databases, and systems administration.
Strong interpersonal and teamwork oriented.
Ability to work well under pressure, manage multiple incidents simultaneously, and meet tight deadlines.
Being flexible and open to regular changes.
Desire to continue learning and improving.
Certifications in incident management or related areas (e.g., ITIL Foundation) are a plus.
Why work with us
We are a team of experts in a talented community, a collaborative atmosphere where creativity is encouraged. People First, by putting people at the heart of our priorities, we foster a work environment where you can excel and grow personally and professionally. Bluebik is strived for growth and expansion, and you can be part of our success story. We combine strategy, digital delivery excellence and deep technology advisory to help our clients transform their business. At Bluebik, your career advancement starts with actions. You can manage your own career and will advance based on performance. We collaborate to create unique and outstanding experiences with our talents to empower learning and growth opportunities. Whatever your ambitions, Bluebik offers you with a highly inclusive community of talents from both tech and business worlds to realize your full potential.
What We Offer
We offer impactful and challenging work with mentorship and support from direct managers and subject matter experts. You will have autonomy to manage your career path with endless opportunities for professional growth. Our comprehensive benefit package covers medical insurance, life, accident and disability insurance, wellness allowance, vaccination allowance, providence fund, flexible working arrangement, and Professional certification. Bluebik provides opportunities to become the best version of yourself!
Equal opportunity
Bluebik is an equal opportunity employer. We owe our success to the talents of our diverse team and the varying perspectives they add to our thriving community.
Recruitment agencies
Bluebik does not accept unsolicited resumes sent by recruiting agencies. Please do not forward resumes to our job postings, Bluebik employees or other parts of the business. Bluebik will not be liable to pay any fees to agencies for candidates hired as a result of unrequested resumes.
1
MS Excel
....flexible and open to regular changes.
Desire to continue learning and improving.
Certifications in incident management or related areas (e.g., ITIL Foundation) are a plus.
Why work with us
We are a team of experts in a talented community, a....
Tools: ITIL
No
Certification Req./Pref.
30
12/12/2024
Cr�dit Agricole Group Infrastructure Platform
Other
Civil Engineering / Construction / Real Estate
Guyancourt, �le-de-France, France
France
Incident Manager H//F
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Vous �tes Incident Manager Confirm�(e) ? Devenez partenaire des grandes �volutions chez CA-GIP !
Qui sommes-nous ? G�rant 80% de la production informatique du groupe Cr�dit Agricole, nous formons une v�ritable communaut� d�experts engag�s. Nous mobilisons nos expertises afin de d�velopper des plateformes et services adapt�s aux nouvelles pratiques du digital tout en maintenant un haut niveau de confidentialit�, et de s�curit�.
Le contexte: Au sein du cluster Services Financiers Sp�cialis�s, l��quipe CCH (C�ur de Chapitre Pilotage) a en charge le suivi Qualit�, S�curit�, Finance des services d�livr�s aux clients, ainsi que la gestion de l�exploitation des services Digital Workplace � destination des entit�s du groupe : CA-PFM et CAL&F. L��quipe assure notamment le suivi du traitement des incidents, requ�tes, changements d�exploitation �manant des entit�s.
Rattach�(e) au responsable de l��quipe CCH, l�incident manager travaillera en relation �troite avec ses coll�gues Change et Request managers et Problem managers, ainsi qu�avec les �quipes exploitation du Cluster, afin d�assurer la bonne d�clinaison op�rationnelle du processus Incident et son suivi qualit�.
Les missions:
Participer � la qualification des incidents majeurs, organiser et animer la cellule de mobilisation d�incidents majeurs/crises en impliquant les Incident managers, les experts et managers IT n�cessaires des Socles et des autres Clusters et assurer la communication r�guli�re sur l�avancement de l�incident (en interne CA-GIP et � destination des entit�s) ;
G�rer les escalades et rapporter � son management l��tat d�avancement de la r�solution des incidents � impact m�tier ;
Veiller � la tra�abilit� des actions r�alis�es pour le traitement des incidents ;
R�diger les post-mortem des incidents majeurs, et assurer le suivi des actions n�cessaires � leur r�daction en travaillant en �troite collaboration avec les incident managers et les problem managers des Tours de Contr�le des socles et des autres clusters, ainsi que les �quipes d'exploitation du Cluster ;
Participer � la production du reporting et suivre les indicateurs clefs, tels que le nombre de tickets ouverts et ferm�s dans le mois, le d�lai moyen de prise en compte des tickets, le d�lai moyen de r�solution, le taux de disponibilit�, la GTR ...
Participer � la revue des incidents lors de points adhoc avec les entit�s (pr�paration, animation et reporting) ...
Contribuer � l�am�lioration continue du processus de gestion des incidents ;
En �troite collaboration avec les problem managers, anticiper la r�currence d�un incident � impact m�tier en proposant l�ouverture d�un probl�me pour le traiter en profondeur et le suivre jusqu�� compl�te r�solution ;
Accompagner les managers d�astreinte en cas de crise en Heures Non Ouvr�es pour assurer l�animation des cellules de crise, la mobilisation des experts et la communication r�guli�re de l�avancement de l�incident.
Compl�ments
Pourquoi nous : chez Cr�dit Agricole Group Infrastructure Platform, nous sommes � la recherche de personnes engag�es, souhaitant utiliser leur ma�trise et leur expertise pour impacter positivement le quotidien de millions de personnes.
En tant que collaborateur de CA-GIP, vous aurez l'opportunit� d'assumer des missions vari�es et responsabilisantes.
Car travailler chez CA-GIP, c�est rejoindre la ligne m�tier IT du groupe Cr�dit Agricole, 9�me banque mondiale, au service de ses 54 millions de clients et de ses 154 000 collaborateurs dans le monde. Avec plus de 200 000 postes de travail, 6 datacenters et des logiciels de derni�re g�n�ration, vous deviendrez vous aussi partenaire des grandes �volutions !
Rejoindre CA-GIP, c�est aussi�
Rejoindre une entreprise certifi�e � Top Employer � : suite � l�analyse de 250 de nos pratiques RH, nous sommes fiers d'�tre certifi�s Top Employer depuis 2022. Un gage de reconnaissance en tant qu�employeur de r�f�rence.
Rejoindre une entreprise labellis�e Num�rique Responsable : en juillet 2024, CA-GIP a obtenu la labellisation Num�rique Responsable de niveau 2 (le plus exigeant), et ce pour une dur�e de 3 ans. Cette labellisation permet de reconna�tre les actions men�es par CA-GIP en faveur de l��co-conception et de la d�carbonation.
Signataire de la Charte de la Diversit�, CA-GIP est une entreprise handi-accueillante : vous avez des besoins sp�cifiques, nous sommes l� pour vous accompagner.
1
No
31
12/12/2024
Netcore Cloud
Other
IT / Software Dev
Mumbai
The Great Bharat
Incident/ Application Head
Unknown
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Job Title: Production/Incident & Application Support Manager
Location: Thane
Reports to: Sr VP Delivery head
Department: Engineering ; Full-Time
About us:
At Netcore, innovation isn�t just a buzzword�it's the core of everything we do. As the pioneering force behind the first and leading AI/ML-powered Customer Engagement and Experience Platform (CEE), we're dedicated to revolutionizing how B2C brands interact with their customers. Our state-of-the-art SaaS products are designed to foster personalized engagement throughout the entire customer journey, creating remarkable digital experiences for businesses of all sizes.
Engineering at Netcore: Dive into a world where your work directly impacts engagement, conversions, revenue, and customer retention. Our engineering team tackles complex challenges that come with scaling high-performance systems. We thrive on versatility and speed, employing advanced tech stacks such as Kafka, Storm, RabbitMQ, Celery, RedisQ, and GoLang, all hosted robustly on AWS and GCP clouds. At Netcore, you're not just solving technical problems�you're setting industry benchmarks.
Job Summary:
We are seeking a seasoned leader for our SRE & Application Support division, overseeing the reliability, scalability, and efficient operation of our martech tools built on open-source frameworks. This role will play a key part in maintaining the operational stability of our products on Netcore Cloud's infrastructure, ensuring 24/7 availability, and driving incident management.
The ideal candidate will combine strong leadership abilities with a deep understanding of site reliability, automation, performance monitoring, and application support, delivering world-class service to our clients and partners.
Key Responsibilities:
SRE Leadership & Strategy:
- Lead the Site Reliability Engineering (SRE) team to design and implement robust systems ensuring uptime, scalability, and security.
- Develop and maintain strategies for high availability, disaster recovery, and capacity planning of all Martech tools.
- Advocate and apply the principles of automation to eliminate repetitive tasks and improve efficiency.
- Establish and refine Service Level Objectives (SLOs), and Service Level Agreements (SLAs) in collaboration with product and engineering teams.
Application Support:
- Oversee and lead the Application Support Team responsible for maintaining the health and performance of customer-facing applications built on the NetcoreCloud platform.
- Develop processes and Debugging procedures to ensure quick resolution of technical issues, and serve as an escalation point for critical incidents.
- Ensure all incidents are triaged and handled efficiently, with proper root cause analysis and follow-up post-mortems for critical incidents.
- Manage the implementation of monitoring tools and log management systems to detect, alert, and respond to potential issues proactively.
Collaboration and Cross-Functional Leadership:
- Work closely with Sales, CSM, Customer Support, development, QA, and DevOps teams.
- Collaborate with stakeholders to drive a culture of continuous improvement by identifying and eliminating potential risks and issues in the system.
- Be involved in PI (Program Increment) planning to align with product roadmaps, making sure reliability is factored into new feature development.
Team Management & Development:
- Recruit, mentor, and manage the SRE and Application Support Team, fostering a high-performance and collaborative environment.
- Conduct regular performance reviews, provide feedback, and support professional development within the team.
Innovation and Open-Source Contribution:
- Lead initiatives to improve the open-source frameworks utilized in the martech stack, contributing to the open-source community as needed.
- Stay current with emerging technologies, tools, and best practices in site reliability, automation, and application support.
Requirements:
Experience:
- 8+ years of experience in SRE, DevOps, or Application Support roles, with at least 3 years in a leadership position.
- Proven track record of managing systems on open-source frameworks and cloud platforms such as NetcoreCloud or similar.
- Demonstrated expertise in incident management, post-mortem analysis, and improving mean time to recovery (MTTR).
- Strong experience in monitoring tools (Prometheus, Grafana, or similar), logging frameworks, and automation tools (Terraform, Ansible).
- Proficiency in scripting and coding (Python, Php, Golang, Java, or similar languages) for automation purposes.
- Solid understanding of CI/CD pipelines, version control (Git), and Alert & Application monitoring tools.
Leadership & Soft Skills:
- Proven leadership skills, with experience in team building, mentorship, and fostering a culture of accountability.
- Strong interpersonal and communication skills, with the ability to interface effectively with technical and non-technical stakeholders.
- Ability to manage multiple projects simultaneously, prioritize tasks, and work under pressure to meet deadlines.
Preferred Qualifications:
- Experience in the martech, Digital Marketing domain or working with large-scale, customer-facing SaaS applications.
- Certification in SRE, DevOps, or cloud platforms (AWS, GCP).
- Good application debugging skills, Product feature understanding skills.
Why Join Us?
- Be a part of an innovative and forward-thinking organization that values technology and continuous improvement.
- Work with cutting-edge open-source frameworks and cloud technologies., SAAS Product.
- Leadership opportunities with a direct impact on our customers and product success.
Let's start a conversation and make magic happen together!
Website - https://netcorecloud.com/
1
Ansible
....h, Digital Marketing domain or working with large-scale, customer-facing SaaS applications.
- Certification in SRE, DevOps, or cloud platforms (AWS, GCP).
- Good application debugging skills, Product feature understanding skills.
Why Join Us?
- Be....
Tools: Ansible, AWS, Monitoring Tools
No
Certification Req./Pref.
32
12/12/2024
Dellent
Other
IT / Software Dev
Porto, Porto, Portugal
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Descri��o da Fun��o
Dellent is a consulting company focused in System Information and Telecommunications. Our goal is to help our candidates and consultants to take a step forward in their careers through projects that meet their needs and expectations. This project is part of the business investment banking and financial services area, and currently has its technological hub in Porto and is working on the development of innovative solutions and support for all operations related to the business. We are looking for an Incident Manager to work in this project in Porto (Hybrid). Requirements: - 3-6 years of experience; - Experience with ServiceNow; - Knowledge of log analysis; - Familiarity with THEIA is a plus; - Good communication skills; - Ability to work in a team; - Willingness to learn and evolve; - Fluent in french. What can you expect from us? - Health insurance; - A personalized training plan, with a budget to spend on the training and technical books you find necessary; - Constant feedback so you can grow professionally; - Remote onboarding process; - Team events every semester so you can live new adventures; - Culture of proximity and transparency. Your ideas and needs are heard and valued by us!
Localiza��o
Porto, Portugal
1
Service Now
No
33
12/12/2024
Anaplan
Other
IT / Software Dev
Minneapolis, MN
United States
Senior Service Manager (Incident Management)
Mid Level
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
At Anaplan, we are a team of innovators who are focused on optimizing business decision-making through our leading scenario planning and analysis platform so our customers can outpace their competition and the market.
What unites Anaplanners across teams and geographies is our collective commitment to our customers� success and to our Winning Culture.
Our customers rank among the who�s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies that rely on our best-in-class platform.
Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals and we have fun celebrating our wins.
Supported by operating principles of being strategy-led, values-based and disciplined in execution, you�ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and be your best self!
Anaplan has an opportunity for a self-motivated Senior Service Manager to join a cross-functional engineering team in our York office who is pivotal in supporting the platforms used by hundreds of software engineers and thousands of customers.
Working in the Platform Engineering group that supports the functions of Software Development, Ops, Security, and more, you and the team will streamline the delivery of the Anaplan platform, which helps top-flight companies around the world make better-informed plans and decisions every day. Anaplan is a business-critical, tier-one system that must be highly available with low latency despite its complexity and scale.
The Platform Service Management team defines and supports the tools and processes for platform stability and resilience to promote operational excellence. The team's skills include supporting and developing ITIL and ITSM procedures, incident and problem management, service improvement plans, analysis of operational data, and liaising with technical teams, customer success departments, and customers. We have unparalleled access to our users�they are our colleagues!
You will join a team of individuals who embrace and respect diverse perspectives, aren't afraid to push boundaries and try new ideas, and are passionate about helping our customers and each other succeed.
This role will require you to be in the Minneapolis office a minimum of 2 days a week.
Your Impact
Assess and triage technical events impacting the Anaplan platform and customers
Participate in 24/7/365 coverage rotation for Incident Management; 8-hour shifts split between UK, US, and India 1 in 3 weeks.
Participate in secondary on-call escalation rotation for complex issues or "all hands on deck" scenarios
Support the declaration of incidents or outages, manage incident channels, and identify triage teams
Manage incident communications per documented procedures
Provide ongoing incident lifecycle reporting to incident partners as incident and outage investigation and mitigation actions evolve.
Mitigate and contain risk to the business by restoring services to customers ASAP
Document and report on incident-related related event-detail
Investigate and obtain root cause analysis (RCA) for incidents
Conducts post-incident review (PIR) for all major incidents, defines problem tasks to reduce risk of reoccurrence
Supervise ongoing active incidents, including extended and after-hours critical issues
Leads, drives, & facilitates all investigation activities related to major platform incident
Ensure workarounds or fixes for known errors are in place and documented as appropriate
Build knowledge management & sharing environment for incident troubleshooting
Document incident-response compliance with customer Service Level Agreements (SLAs)
Advise manager on any support issues from partners that inhibit restoration of services
Analyze data, understand data trends, present findings, and offer improvements and resolutions to system issues
Collaborate with engineers to refine operations to deliver/restore service more efficiently
Document, review, and maintain core Service Management SOPs, applying ITIL ITSM principles to team practices
Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
Help to define and implement ITIL/ITSM practices to effectively manage platform services and improve customer experience
Understands, practices, and coaches others on best practice ITSM disciplines
Writes clear, well-documented, and concise internal and customer-facing communications at all times
Identifies issues and/or gaps and works with teams to implement appropriate solutions
Independently runs service improvement plans
In-depth understanding of underlying and contributing causes of, and mitigation approach for, production & non-production incidents
Has wide-ranging experience, uses ITSM concepts and company objectives to resolve complex issues in creative and effective ways
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results
Owns BAU activities and processes, including training others on these processes
Able to lead and successfully deliver project initiatives and/or service improvements
In-depth understanding of key technologies and key services and their use and impact on customers
High-level understanding of platform architecture and roadmap
Determines methods and procedures for new assignments
May coordinate activities of other team members
Can guide/mentor their peers on best practices, technical competency, and project management.
Engages with cross-functional teams to raise priority or mitigate blockers when needed.
Takes ownership of customer escalations & represents Anaplan in customer calls
Your Qualifications
5+ years' experience as a Major Incident/Crisis Management/Recovery Manager
5+ years' experience with ITIL principals and framework
Educated to Degree Level or holds relevant industry experience
ITIL v4 or v3 certification is nice to have
Project Management certification (Prince 2) is nice to have
MIM Professional Level 1 and 2 Qualifications or other similar Qualifications are nice to have
Experience with Grafana, Incident Management tooling, and Configuration Management Databases (CMDBs) is nice to have
Technologies, Languages, And Frameworks You'll Work With
Atlassian products: Jira Software, Jira Service Management, Statuspage, Confluence
PagerDuty
Office365 suite (SharePoint, Word, Excel, PowerPoint, OneDrive)
Our Commitment to Diversity, Equity, Inclusion?and Belonging
Build your career in a place that thrives on diversity, equity, inclusion, and belonging. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day!?
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.?
Fraud Recruitment Disclaimer?
It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.??
Anaplan does not:?
Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.??
Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible, and then followed up via written communication.?
All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to people@anaplan.com before taking any further action in relation to the correspondence.??
, people@anaplan.com
HR Contact- Email
1
SharePoint
....mework
Educated to Degree Level or holds relevant industry experience
ITIL v4 or v3 certification is nice to have
Project Management certification (Prince 2) is nice to have
MIM Professional Level 1 and 2 Qualifications or other similar Qualifications are nice to have....
L'ambition d'Orange Business est de devenir l'int�grateur r�seaux et num�rique de r�f�rence en Europe, en nous appuyant sur nos forces autour des solutions de connectivit� nouvelle g�n�ration, du cloud et de la cybers�curit�.
Nos 30 000 femmes et hommes pr�sents dans 65 pays, dont chaque voix compte, sont tous anim�s par la m�me d�termination et le m�me esprit d'�quipe, pour construire les solutions digitales d'aujourd'hui et de demain et cr�er un impact positif pour nos clients, pour leurs salari�s et pour la plan�te.
Nous offrons des opportunit�s passionnantes gr�ce � des projets innovants dans la data et le digital, le cloud, l'IA, la cybers�curit�, l'IoT, ou encore le digital workspace et le big data.
Venez vivre cette aventure avec nous !
Vos missions
En tant qu'Incident Manager au sein de l�un de nos centres de service d�di� � l�un de nos clients grands comptes, vos missions articul�es � travers les principaux services ITIL seront les suivantes :
Gestion des incidents
Animation de la cellule de crise et coordination des �quipes techniques
Communication sur les incidents critiques
Reporting sur les progr�s de la r�solution des incidents
R�daction des rapports post-mortem (RETEX) en collaboration avec les �quipes
Proposition d�ouverture de probl�mes pour les incidents r�currents
Animation des comit�s op�rationnels quotidiens
Am�lioration du processus de gestion des incidents
Suivi des KPI et des SLAs
Gestion des probl�mes
Analyse des incidents candidats � l�ouverture de tickets probl�mes
Assignation, coordination et suivi des �quipes techniques dans la r�solution des probl�mes
Communication aupr�s des �quipes techniques et m�tiers
Cl�ture des probl�mes
Capitalisation sur les informations concernant les erreurs/solutions
Am�lioration du processus de gestion des probl�mes
Animation ou participation aux comit�s probl�mes hebdomadaires
Gestion des changements
Animation des CAB, PIR
Analyse des demandes et v�rification des pr�-requis (recette, communication, engagement des parties prenantes)
Production de rapports sur les changements � valider/valid�s
Suivi de la r�alisation des changements
Gestion des changements urgents
Votre profil
Vous faites preuve d�un sens �lev� de la communication, d�un bon niveau de r�daction, d�un sens aigu des priorit�s et d�une r�sistance au stress.
Vous connaissez parfaitement les probl�matiques li�es aux infrastructures informatiques, ainsi que la m�thodologie ITIL. Vous faites preuve de capacit�s relationnelles n�cessaires � une activit� de coordination transverse. Vous disposez d�un background de connaissances techniques autour des infrastructures serveurs virtualis�es.
Fort�e d�une exp�rience r�ussie au sein d�un environnement op�rationnel, vous souhaitez enrichir votre parcours dans l�IT en l�exer�ant sur l�une des plus importantes infrastructures de production informatique en France. Vous poss�dez un esprit d'analyse et de synth�se, appr�ciez travailler dans un milieu op�rationnel et technique et en �quipe.
Tout en sachant vous adapter � vos interlocuteur�rice�s et faire preuve d�une bonne capacit� d��coute, vous �tes rigoureux�se, m�thodique, force de proposition et faites preuve d�initiative.
Localisation
Cesson-S�vign�, Bretagne
1
ITIL
Tools: ITIL
No
35
12/12/2024
Adentis Portugal
Other
IT / Software Dev
Lisbon, Portugal
Other Cities
Incident Management Specialist
Mid Level
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
With just over 7 years of experience in the Portuguese market, we share our DNA with more than 200 workers and position our offer according to 3 lines of service:
Strategy (Outsourcing, NeXel, Team as a Service, Tech Academies);
R&D (Bootcamps, POC, Tech Lab);
Nearshore.
In ADENTIS, we focus on PEOPLE. This is our emotional salary:
Great Work-Life balance;
Very flexible organizational routine;
Health benefits (for you and your family);
Team Buildingactivities;
Over 300 protocols to offer you great discounts in different areas;
Continuous professional development sponsored by our Training and Certification Department;
Regular feedback on your performance through a personalized plan;
Comprehensive career plan and progression involving assertive performance reviews.
Responsibilities:
Monitor and improve the overall Incident and Complaint Management Performance in a multiprovider environment.
Through reporting and analysis, pinpoint inconsistencies, and underlying issues.
Identify proactively critical areas impacting the correct process execution and user satisfaction.
standard, comprehensive and re-usable solutions
Ensure the quality of the resolution process for Incident and Complaint Tickets
Drive improvement in process and tool functionalities for Incident and Complaint
Act as operational escalation contact for process related questions
Manage delivery of KPIs from Operational teams
Provide support and guidance to assist responsible parties in recognizing problematic areas
Collaborate with respective management areas when further escalation and support are required
Ensure process compliance on a global and local scale, as well as across Providers.
Drive E2E Management of Service Integration for new Applications/Services to Service Now including integration specifications (service design and setup, interfaces, Frontend/ Service Catalog items).
ServiceNow Development: transformation of the ServiceNow Incident and Complaint Management module to support the needs of the business. (Story Management, Agile Development)
You must have:
At least 2 years of professional experience in the area.
Familiarity with Service Desk environment.
Working knowledge of ServiceNow environment
Familiar with IT outsourcing contracts, SLA / KPI�s.
Experience in IT Service Management
ITIL and other relevant frameworks
Knowledge on Service Integration aspects
Knowledge on Agile Development
Project Management skills
Portuguese residency and eligibility to work in Portugal.
Excellent communication and teamwork abilities, both in Portuguese and English
If you want to be part of a real People First organization, join us! Send your CV to andre.lago@adentis.pt
, andre.lago@adentis.pt
1
Service Now
....ounts in different areas;
Continuous professional development sponsored by our Training and Certification Department;
Regular feedback on your performance through a personalized plan;
Comprehensive career plan and progression involving assertive performance reviews.
....
Tools: ITIL, Service Now
No
Certification Req./Pref.
36
12/12/2024
Affinity
Other
IT / Software Dev
Porto, Portugal
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Our mission is to be a significant part of our people's careers. As we grow, so does our determination to offer the best experience to our employees and clients, and that's exactly what drives us. We are a Portuguese technology consultancy company with offices in Lisbon, Porto and �bidos and representations in Brazil and Tunisia. We have more than 11 years of expertise in the market, and today we are a universe of around 400 people working in a face-to-face, remote or hybrid context on projects in more than 20 countries.
We believe that great people make successful companies and that's why we advocate valuing, recognizing and growing our professionals.
We don't want to be just another line on your CV, we want you to have a Lifetime Experience with us. We invest in training and certifications that confirm your real progression, in promoting a healthy work-life balance and in offering benefits that have an impact on your personal life and career.
What You�ll Need/Have:
??? Strong knowledge of IT production and administration systems (Linux, Windows, network architecture, VPN, and firewalls).
??? Deep understanding of ITIL processes, especially Major Incident Management (mandatory).
?? Familiarity with Change Management and Problem Management and their interconnections is a plus.
?? Excellent communication abilities.
?? Stress resistance and the ability to remain calm under pressure.
?? Leadership skills, especially during crisis situations.
??? Risk identification and follow-up.
?? Strong coordination and motivational abilities.
?? Systematic, critical, and logical thinking.
?? Ability to summarize complex situations clearly.
? Respect for procedures, methodologies, and directives.
?? Active listening and questioning skills.
?? Quick learning capabilities.
Languages:
???? Fluent in English.
???? Fluent in French.
Tools:
??? Hands-on experience with ServiceNow, Outlook, and the Microsoft Office Suite.
What We Expect From You:
?? Manage and coordinate major incidents with efficiency and professionalism.
?? Ensure risk mitigation and follow-up on actions post-incident.
??? Collaborate with cross-functional teams to minimize downtime and impact.
?? Lead crisis cells when necessary, providing clear direction and maintaining order.
?? Ensure all incident processes align with ITIL best practices and company policies.
?? Ready to take charge and make an impact? Join us to lead critical incident resolution and drive continuous improvement in a dynamic IT environment!
1
Service Now
....other line on your CV, we want you to have a Lifetime Experience with us. We invest in training and certifications that confirm your real progression, in promoting a healthy work-life balance and in offering benefits that have an impact on your personal life and career.
What....
Tools: ITIL
No
Certification Req./Pref.
37
12/12/2024
AS International Group
Other
IT / Software Dev
Nanterre, �le-de-France, France
France
Incident Manager - H/F
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Vous �tes int�ress� et curieux d�en savoir plus ? Rejoignez-nous, et devenez un AS de la r�solution d�incident !
Vous avez d�j�
� Un bac +2/3 en informatique ou gestion de projet
� Une exp�rience de 1 � 3 ans dans l'IT (y compris stage)
� Un bon niveau en anglais pour intervenir sur les projets internationaux
� Bonne maitrise du pack office (Excel, Word, Powerpoint)
Nous vous attendons pour �
� Coordonner les actions de restauration imm�diate (analyse, contournement, r�solution)
� G�rer la communication relative � l�incident vers les utilisateurs et les clients
� Suivre la cl�ture des incidents
� Mobiliser les ressources et les moyens n�cessaires pour d�finir un plan d�action en vue de contourner ou r�soudre les incidents
� Assurer le reporting et le lancement des plans de communication vers les utilisateurs
� R�diger les proc�dures techniques et enrichir la base de connaissances
�Vous pensez �tre :
� Un acteur indispensable au quotidien avec le sens du service et l�esprit d��quipe
� Un excellent communiquant aussi bien oral qu��crit
� Organis� et s�rieux, ce poste est fait pour vous !
Rythme de t�l�travail 3j par semaine
Anglais technique requis
Prise de poste imm�diate ou � partir de septembre 2023
1
No
38
12/12/2024
Smarsh
Other
IT / Software Dev
London, England, United Kingdom
England
Director, IT Incident and Problem Management
Unknown
Problem Manager
Pls See The Job Detail
Not disclosed
Other
Summary
The Director of IT Incident and Problem Management is a senior leader responsible for shaping and transforming incident and problem management to a predictive and proactive discipline. You will drive a proactive, agile approach to incident response, building and leveraging AI-driven insights to enhance responsiveness and operational efficiency. Your leadership will underpin our pivot from a product to a platform-focused service, ensuring seamless, resilient service delivery that meets our high standards for reliability and customer satisfaction.
As a forward-thinking leader, you will balance traditional ITIL frameworks with modern tools and practices, such as incident.io and FireHydrant, and embed accountability across engineering and operational teams. You will work closely with cross-functional stakeholders including Engineering, Product, and Customer Support to ensure that incidents are resolved promptly and root causes are addressed comprehensively, with the overarching goal of minimizing business impact.
How will you contribute?
Strategic Leadership: Provide visionary leadership to evolve our incident and problem management practices, embedding modern approaches that use AI and automation and predictive capabilities to reduce response times and predict potential issues before they impact service.
Accountability and Performance: Foster a culture of accountability, holding engineering teams and incident responders to high standards for incident resolution. Ensure robust tracking and reporting of incident response metrics, creating transparency and setting clear performance expectations.
Platform-Centric Incident Management: Drive alignment between incident/problem management and the organization's shift towards a unified platform model, ensuring that incident management processes are scalable, adaptable, and aligned with platform objectives.
Modern Tool Proficiency: Deploy and optimize advanced incident management platforms such as incident.io and FireHydrant, utilizing these tools to enhance visibility, speed, and effectiveness of response across our platform. Adapt methodologies beyond traditional ITIL to remain agile and customer-focused.
Root Cause Analysis and Prevention: Lead comprehensive root cause analysis for major incidents, advocating a preventative stance through continuous improvement and resilience-focused practices. Apply SRE principles and drive actionable outcomes to prevent recurrence.
Data-Driven Insights and Reporting: Utilize data-driven insights to inform incident response strategies. Present trends, risk factors, and improvement opportunities to senior executives and stakeholders, supporting business decisions with clear, actionable metrics.
Typical Tasks
Define and implement strategic roadmaps for incident and problem management, ensuring alignment with business objectives and platform goals. Regularly update practices to incorporate the latest in AI, automation, and predictive analytics.
Oversee major incident response efforts, ensuring fast, effective containment, resolution, and customer impact mitigation. Lead executive-level post-mortems and ensure comprehensive follow-ups.
Conduct and oversee in-depth root cause analyses for recurring or high-impact incidents, developing and deploying preventive measures across the platform to reduce recurrence.
Collaborate closely with IT operations, engineering, product, and support teams to ensure a unified approach to incident and problem resolution, with a focus on consistent customer experience.
Define, monitor, and optimise KPIs and performance metrics related to incident and problem management. Lead continuous improvement initiatives to ensure process agility and alignment with evolving business requirements.
Lead continuous improvement initiatives, including evaluating and refining AI algorithms and predictive models to align with evolving business needs and platform scalability.
Drive modular and scalable incident management practices, adaptable to the complexities of a multi-service platform architecture.
Develop and deliver reports on incident and problem management metrics for stakeholders, including executive leadership, product management, and customer success teams, to provide insights into trends, risks, and opportunities for improvement.
What will you bring?
Strategic Incident and Problem Management Expertise: 10-15 years of experience in IT incident and problem management, ideally within SaaS and platform-based environments, with a minimum of 5 years in a senior leadership capacity.
Modern Practices in Incident Management: Demonstrated expertise in using cutting-edge incident management tools (e.g., incident.io , FireHydrant) and AI-driven solutions to streamline processes, drive rapid response, and enhance service reliability.
Problem Management: Expertise in leading comprehensive root cause analysis and problem resolution efforts, incorporating Google SRE principles for preventive actions.
Google SRE Methodologies: In-depth knowledge of Google SRE philosophies, including error budget management, service level indicators/objectives (SLIs/SLOs), and effective incident response strategies.
Platform and SaaS Experience: Strong understanding of platform-oriented operations within B2B SaaS, ideally with experience in supporting a pivot from product to platform. FinTech experience is advantageous but not required.
Leadership and Accountability: Proven record of building and leading high-performing teams, with an emphasis on holding teams accountable to clear standards and ensuring consistency in incident response and resolution.
Collaborative Communication Skills: Excellent ability to influence and collaborate with cross-functional teams and executive-level stakeholders. Skilled in delivering complex insights to both technical and non-technical audiences.
Innovation and Continuous Improvement: Ability to drive continuous improvement through innovative practices, data insights, and strategic thinking. An advocate for evolving incident/problem management to proactively support business goals.
Cross-cloud environments: Experience managing incident and problem resolution in cross-cloud environments, ideally with a focus on seamless integration of diverse platforms.
Preferred Qualifications
Bachelor�s degree in Computer Science, Information Systems, or a related field; a Master�s degree is preferred.
ITIL Expert certification and familiarity with Google SRE principles; advanced certifications in cloud platforms (AWS, GCP, Azure) or incident management tools are highly advantageous.
Familiarity with leveraging AI and machine learning within incident and problem management to predict incidents, automate responses, or identify root causes, showcasing an ability to bring innovative solutions to the role.
1
Azure
....nce, Information Systems, or a related field; a Master�s degree is preferred.
ITIL Expert certification and familiarity with Google SRE principles; advanced certifications in cloud platforms (AWS, GCP, Azure) or incident management tools are highly advantageous.
Familiarity with le....
Tools: AWS, Azure, ITIL
No
Not Mandetory
39
12/12/2024
GenIT
Other
IT / Software Dev
Buenos Aires, Buenos Aires Province, Argentina
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
�En Gen IT nos encontramos buscando un Incident Manager! Una persona como vos, que tenga el GEN, que brinde apoyo al �rea para seguir potenci�ndonos! ?? Si te gusta lo que est�s leyendo, esto es para vos! ??
?? �Cu�les ser�n algunas de tus responsabilidades?
Realizar la asignaci�n, priorizacion y seguimiento de tickets.
Gestionar incidentes cr�ticos y altos.
Configurar y administrar Jira.
Controlar y monitorear el ciclo de vida de los tickets.
Alinear procesos entre el cliente e infraestructura.
Manejar el cat�logo de SLAs y controlar los niveles de servicio.
Tener buena comunicaci�n con todas las partes interesadas del cliente y equipo interno, asegurando la comunicaci�n proactiva de seguimiento con el PM y el cliente.
Validar los requisitos y documentaci�n de los entregables que describen los productos y/o servicios.
Tener conocimiento sobre todos los procesos, poder definir nuevos procesos y pol�ticas, y alcanzar un control en ellos.
Medir las acciones que se est�n llevando a cabo.
Proporcionar recomendaciones para mejoras de procedimiento.
Requisitos
?? �Qu� nos gustar�a de vos?
Que tengas experiencia de al menos 4 a�os en puestos similares.
Que tengas experiencia en el manejo de herramientas como JIRA, Service Now, Manage Engine, Invgate, Excel, Word, sistema de reporting (power BI) y metodologias agiles.
Que seas una persona proactiva y que te guste trabajar en equipo.
Que cuentes con buenas skills de comunicaci�n.
Que hayas realizado alguna de las siguientes capacitaciones (ITIL, COBIT, ITSM, PMI)
Beneficios
?? Vas a poder contar con los siguientes beneficios
Un equipo de trabajo con el que vas a aprender y crecer!
Una empresa que va a acompa�ar tu desarrollo.
Capacitaciones 100% cubiertas por nosotros.
Swiss Medical cubierta al 100% para vos y tu grupo familiar.
Te brindamos todo el hardware que necesitas notebook, monitor, mouse, headsets.
Contrataci�n directa en relaci�n de dependencia.
Revisiones salariales periodicas.
Tu d�a de cumplea�os libre!
Beneficio por conectividad.
Al cumplir 3 a�os, ten�s tres semanas de vacaciones.
Clases de ingl�s opcionales cubiertas por Gen.
Pod�s elegir como trabajar en nuestras oficinas o bajo un modelo h�brido.
Almuerzo In Company.
Hacemos la Winter y la Summer fest!
?? De lunes a viernes, full time � Oficinas en Rosario, Santa Fe y Colegiales Bs As ??
Si cre�s que este puesto es para vos, �esperamos con muchas ganas tu CV! ??????
Conocenos m�s en ?? www.genit.com.ar ??
�En Gen IT queremos ser m�s y mejores, por eso nos encantar�a que te sumes, te ayudamos a potenciar tu talento y carrera!
Somos una empresa tecnol�gica que ofrece soluciones a medida de Desarrollo de Software, Infraestructura IT, Ciberseguridad y Cloud & Devops. Seguimos las �ltimas tendencias del mercado y apostamos a un constante crecimiento en equipo.
Disfrutamos de lo que hacemos d�a a d�a, por eso �somos uno de los mejores lugares para trabajar! Estamos certificados por GPTW como mejor lugar para trabajar para Pymes, como Empresas que cuidan y para Millenials ????
En esta oportunidad estamos buscando una persona como vos, que tenga el GEN, que pueda llevar a nuestros clientes a otro nivel. Si te gusta lo que est�s leyendo, esto es para vos ??
1
Cobit
Tools: Cobit, ITIL, Jira, Service Now
No
40
12/12/2024
ALTA IT Services, LLC
Other
HR / Staffing
United States
Other Cities
Major Incident Manager (night shift)
Managerial
Major Incident Manager
Pls See The Job Detail
Not disclosed
Other
ALTA IT Services is a wholly owned subsidiary of System One, a leading provider of specialized workforce solutions and integrated services. ALTA is an established leader in IT Staffing and Services, for both government and commercial enterprises across the United States, specializing in Program & Project Management, Application Development, Cybersecurity, Data & Advanced Analytics, and Agile Transformation Services.
- Contractors will be expected to work every other weekend and on some holidays
Job Description
Major Incident Management is responsible for driving the coordination and recovery efforts of major outages at the client. When issues impact the client�s services or systems, major outages may occur, which result in serious interruptions to business and member activities. The Major Incident Management team operates 24x7 to ensure that impacted services are restored as efficiently and effectively as possible. The team actively monitors systems and services, documents and timelines recovery efforts, manages and coordinates various support team activities, and notifies business units of potential impacts and on-going recovery efforts. The team is also responsible for providing continual process improvement suggestions for the major incident management service, and monitoring for weekend change activities and military pay days.
Major Responsibilities
� Monitors Service Desk ticket queues, system alerts, and escalation methods to identify possible trends or outages
� Serves as the main point of contact for all incident and service issue escalations directed to the Major Incident Management team
� Ensures that incident management processes are efficiently and effectively followed
� Determines the impact and priority of incidents based on affected customers and/or business units
� Communicates operational issues to respective IT management, support teams, and incident communication managers
� Provides outage notification and recovery effort updates to business units via the Status Page
� Engages various support teams and resources to major incident bridges
� Manages and coordinates troubleshooting and recovery efforts between support teams and vendors
� Ensures continuous collaboration with IT Operations Management and other areas or teams
� Documents initial issues, recovery activities, and resolution steps taken via MIM timelines
� Ensures prompt resolution and coordination of incident management activities during recovery efforts
� Updates and validates outage information in availability management tools for reporting and tracking purposes
� Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents
� Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives
� Attends and participates in TCABs (technical change advisory board meetings) to review, discuss, and approve or reject concerning upcoming changes or releases to the environment
� Coordinates, communicates, and manages Sunday Maintenance Windows for weekend scheduled activities
� Works with Problem Management and Change Management to resolve incidents
� Coordinates, communicates, and manages Military Pay Bridge activities
� Prepares operational status reports to IT Operations Management
� Updates and publishes Morning Reports
Required Qualifications
� Bachelor�s Degree in a related field, or the equivalent combination of education, training, and/or experience
� Extensive IT experience that demonstrates knowledge of hardware and infrastructure protocols used to provide services to customers
� Extensive IT experience in at least one of the following areas: mainframe, networking, middleware Websphere, Azure
� Prior experience leading incident bridge calls from initial triage to guiding recovery efforts, maintaining a timeline and ensuring that service is restored as quickly as possible
� Experience in leading or supervising an IT team
� Demonstrated ability to lead others in a challenging and fast-paced large enterprise environment
� Strong research, analytical, and problem solving skills
� Strong planning, organizational, and multi-tasking skills
� Demonstrated ability in exercising initiative to produce desired results and achieve objectives
� Ability to effectively interface with various levels of employees, management, and vendors
� Excellent interpersonal, verbal, and written communication skills
� Practical Incident management work experience
Desired Qualifications
� ITIL v3 or v4 Foundations Certificate
� CCNA / Networking Training and Certificates
� Middleware Training and Certificates
� Azure Training and Certificates
System One, and its divisions and subsidiaries including Joul�, ALTA IT Services, CM Access, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
Job Consultancy
Remote / Work From Home (WFH) / Virtual
1
Azure
Tools: Azure, ITIL
No
41
12/12/2024
Comutitres
Other
Express Delivery / Transport / Logistics & Supply Chain
Paris, �le-de-France, France
France
Incident Manager (H/F)
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
COMUTITRES est un acteur incontournable de la mobilit� durable. Comutitres assure la gestion op�rationnelle de la plupart des titres de transports en �le-de-France tels que Navigo Annuel, imagine R, Navigo Mois/Semaine, Solidarit� Transport, Navigo Libert� + et Am�thyste. Notre structure exploite et enrichit un syst�me billettique mutualis� avec les transporteurs d��le-de-France servant les 6,7 millions de clients du r�seau de transport public francilien.
Filiale priv�e d��le-de-France Mobilit�s (autorit� publique organisatrice des mobilit�s en �le de France), Comutitres compte plus de 120 collaborateurs et continue de se d�velopper. En compl�ment de la maintenance et des �volutions de son SI de gestion des titres Navigo, Comutitres participe depuis fin 2015 � la r�alisation du programme de modernisation de la billettique (PMB) pilot� par �le-de-France Mobilit�s. Ce programme repose sur une offre de nouveaux titres, de nouveaux supports, et s�appuie sur un usage croissant d�internet et des applications mobiles.
Comutitres est coordinateur et exploitant des solutions billettiques. C�est dans ce contexte que le service CEP (Coordination des Exploitants et Partenaires) au sein de la Direction Exploitation et Infrastructure s�assure de la mise en place des pratiques ITIL et outils ITSM n�cessaires au pilotage de l�activit� et de leur respect et utilisation au quotidien (cela inclut notamment la gestion des incidents, changements, probl�mes, gestion de crise, l�am�lioration continue�). L�ensemble de l��quipe intervient sur une plage de service �tendue et participe au dispositif d�astreintes.
Dans le cadre du programme de modernisation billettique, on peut citer les exemples de projets en cours de r�alisation :
� Post Paiement : syst�me de paiement diff�r� permettant � l�usager d��tre factur� en fin de mois du montant repr�sentant ses d�placements effectu�s sur les r�seaux des transporteurs.
� D�mat�rialisation des titres T+ et forfaits courts sur support � bas co�t.
� D�mat�rialisation des titres T+ et forfaits courts sur t�l�phone mobile NFC (Android (ESE, HCE), IOS).
Nous recrutons un :
Incident Manager (H/F)
CDI - Poste bas� � Paris 9�me
Rattach�(e) � la responsable du service CEP, vous serez avant tout polyvalent(e) sur l�ensemble des activit�s du service, avec une mission de r�f�rence sur la gestion des incidents.
Vous interviendrez au sein de l��quipe en en tant que :
Pilote d�Exploitation, pour la prise en charge des �v�nements de supervision, ouverture de tickets, tests manuels, Morning Check
Gestionnaire d�incidents, sur les services d�livr�s par Comutitres et sur l�ensemble de l��cosyst�me des transports IDF
Contributeur projet, lors de l�int�gration ou l��volution de services, exploitants, partenaires dans les outils ITSM (ticketing, m�t�o des services, reporting�).
Vos missions porteront :
Assurer l�affectation des incidents et de la pertinence de leur affectation ou de leur r�affectation si n�cessaire,
Assurer aupr�s des diff�rents acteurs du r�tablissement du service (mode d�grad�, contournement, correction� jusqu'� la cl�ture de l�incident)
Contr�ler l�exhaustivit� de l�enregistrement des dossiers incidents et la qualit� de leur documentation,
Suivre l��volution de l��tat des dossiers incidents, relancer les acteurs en charge des dossiers, conform�ment au processus et au niveaux de service convenus,
R�diger, organiser les communications � l�attention des diff�rents partenaires
Rechercher ou faire rechercher les causes racines des incidents les plus impactants,
Organiser et animer les cellules de crise op�rationnelles
Coordonner les acteurs en charge de trouver la solution technique afin de r�tablir un fonctionnement satisfaisant du service,
Assurer un reporting r�gulier � destination de la cellule d�cisionnelle
Contribuer en collaboration avec les �quipes projets � l�int�gration au sein du service des �volutions techniques ou fonctionnelles impactant le p�rim�tre CEP
Votre profil :
Bac+5 en informatique avec une exp�rience significative (+4/5 ans) sur des postes similaires.
Anglais bilingue
Vous ma�trisez les fondamentaux ITIL, la gestion de crise et avez une connaissance technique vous permettant d�exploiter le contenu des dossiers d�architecture techniques et fonctionnels.
Vous avez une forte culture des environnements de production, le sens de la documentation, de la r�daction de process et proc�dures d�exploitation.
Vous avez une bonne compr�hension des outils de supervision, de ticketing, de gestion documentaire et de restitution BI. Une connaissance des outils suivants serait un atout compl�mentaire : Jira, Dynatrace, Ekara, DataDog, Confluence, Tableau Grafana.
Votre Savoir �tre :
sens du relationnel et curiosit�, qui vous permettront de vous adapter � diff�rents environnements et interlocuteurs
rigoureux(se) et organis�(e), bon communiquant, vous contribuez � l��volution du service
travail et esprit d��quipe dans des environnements techniquement et fonctionnellement complexes impliquant de nombreux acteurs.
Particularit� de l�organisation de l�activit� du service :
Plage de service : 8h00-20h00 (r�partie sur 2 �quipes), 5 jours sur 7 (du lundi au vendredi)
Tranche 1 : 08h-17h
Tranche 2 : 12h-20h
Tranche 3 : Plage horaire standard (horaires de bureau habituels)
Plage d�astreinte : 6h00�23h00, 7 jours sur 7 (1 astreinte par mois par personne en moyenne)
L�astreinte est port�e par un membre de l��quipe assurant la tranches 3.
Pourquoi rejoindre Comutitres ?
Nous vous proposons :
Bien-�tre au travail :
Un statut cadre forfait jours 216 jours par an
Des locaux ergonomiques et lumineux au c�ur de Paris, avec des espaces de coworking.
Des �quipements propos�s en standard sur chaque bureau (flex-office)
Des �quipements individuels propos�s en itin�rance
2 jours de t�l�travail r�current par semaine et 20 jours de t�l�travail flottant par an (hors postes sp�cifiques non �ligibles)
Une dotation t�l�travail d�un montant de 400� pour am�nager son espace de travail � domicile � la mise en place du dispositif
Des moments conviviaux et festifs
Carri�re :
Une politique de d�veloppement de votre potentiel au travers de notre budget formation ambitieux
Des mobilit�s dans votre poste ou dans l�organisation (18 % de nos effectifs CDI ont chang� de poste en 2023)
Avantages sociaux :
Prime de vacances vers�e en juin (1 % de la r�mun�ration brute annuelle)
Remboursement des abonnements de transport � 100 %
Budget loisirs CSE
Participation
Egalit� et insertion professionnelle :
Comutitres confirme en 2023, et comme chaque ann�e, son engagement en mati�re d��galit� professionnelle femmes-homme : l�index d��galit� professionnel mis en place par le minist�re du Travail s��tablit, pour Comutitres, � 99 points /100.
Comutitres s�engage aupr�s des jeunes en accueillant des stagiaires de 3�me et de 2de de tous horizons, et notamment des quartiers d�favoris�s. En partenariat avec � Viens voir mon taf � et � mon stage de troisi�me �, Comutitres a mis en place un parcours sur mesure afin de faire d�couvrir ses diff�rents m�tiers : support administratif, relation client, test, d�veloppement, �
Comutitres agit concr�tement en faveur de l�emploi des personnes handicap�es en sollicitant des entreprises adapt�es (ESAT) pour ses contrats de fournitures et de gestion des d�chets
Toutes les offres d�emploi de Comutitres sont handi-accueillantes et nos locaux sont accessibles aux personnes � mobilit� r�duite
Environnement :
Comutitres a entam� une d�marche de mesure et de r�duction de ses �missions de gaz � effet de serre, en partenariat avec un expert en d�marche d�entreprise pour le climat. Nous mettons en �uvre un plan d�action personnalis� et chiffr�, afin de r�duire durablement notre empreinte carbone.
1
Tableau
Tools: Confluence, Dynatrace, ITIL, Jira, Tableau
No
42
12/12/2024
HCLTech
Other
IT / Software Dev
Havant, England, United Kingdom
England
Incident Management Specialist
Mid Level
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
HCLTech is a globally recognized leader in the Tech and IT industry, but we�ve never forgotten the startup mindset that got us here. We�ve always approached our work with an idea-first attitude because every one of our accomplishments �no matter how big or small �can be traced back to an idea�s single spark.
It�s that spark �that inner drive �that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that�s what drives you to be better, be more and ultimately, be more fulfilled.
Role definition
We are looking for an onsite Incident Management Specialist with experience in driving Critical incident calls; probing technical/non-technical updates from all the participants.
Expected qualification and critical experiences �
Strong analytical skills with the ability to conduct thorough incident investigations
5 years of Major Incident Management experience mandatory
Owning Incident Bridge and engaging technical and functional teams.
Excellent communication and interpersonal skills for effective collaboration with stakeholders.
Follow Laid down Escalation Matrix and communication plan.
Provide inputs in Service Improvement Plans
Active Participation in educating the support teams members on process dynamics by ensuring regular training sessions with appropriate intervals are in place to keep support teams updated on existing process/ or updated process, if any
Ensuring regular follow up on ageing incidents
Good in incident documentation
Pro-active follow up on all types of tickets
Catering to ad hoc activities assigned by manager/SDM
Conducting trainings on various improved/changed processes
Recommending various possible service improvements - in process /tools
Work closely with support teams, act as process owner to create the required awareness and educate/or help them understanding & adhering the process as designed
All actions for improvements should be acknowledged and communicated in timely manner with appropriate updates
Training & mentoring new team members
Cross training within the team members to ensure that there is sufficient skills available within the teams to manage the crisis situation
Team Escalation Management
Adherence to project compliance requirements
Ensure that Regular Operational Audits are performed to meet the compliance requirement; and identify the compliance breaches
Establish and maintain strong, productive, and collaborative relationships with the Service Providers
High level of customer focus and empathy.
Solid situational analysis and decision-making abilities.
Benefits
A supportive, diverse, and global team with a brilliant culture.
Competitive compensation and benefits that includes up to 20 days� vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks � Engagement Champion to name a few.
To know more about us visit � www.hcltech.com
1
No
43
12/12/2024
Tata Consultancy Services
TOP Companies
IT / Software Dev
Bengaluru
The Great Bharat
Major Incident Management
Unknown
Major Incident Manager
Pls See The Job Detail
Not disclosed
Other
Location: Bangalore
Exp:4-6 yrs
� Managing Major Incidents, ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the scope of the Service Level Agreement
- Using MIM experience to pro-actively support the management of High Severity Incidents (P1 and P2)
- Owning the Major incident and driving it efficently on both Bridge call and Chat.
- Issuing communications during the progress of a Major Incident
- Identifying appropriate timelines and targets for recovery actions, feedback and communications
- Assessing and Agreeing Business Impact and Incident Severity Level.
- Ensuring that appropriate internal escalation does not occur
- Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration
- Highlighting risks and issues in actions identified during any Major Incident
- Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced
- Suggesting workarounds and methods of speeding up the recovery of an incident
- Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down
1
No
44
12/12/2024
Deutsche Bank
Other
BFSI / Fintech / NBFC
Bucharest, Romania
Other Cities
Security Incident Manager
Managerial
Cyber Security Incident Manager
Pls See The Job Detail
Not disclosed
Other
Job Overview
Deutsche Bank (DB) Chief Security Office (CSO) is looking for a senior Information Security professional to support the Bank�s Security Threat Detection & Response (TDR) capabilities.
The TDR Security Incident Manager is responsible for timely acting on security events and incidents, taking decisions to ensure the corresponding course of action for rapid containment and mitigation.
Additionally, he/she acts as a specialist for information security incident response processes to protect the Bank, its partners, and clients of any potential loss. Besides operations tasks, he/she will be supporting to evaluate and adjust processes, tools, and reporting.
Main Responsibilities:
Pre-evaluation of information security alerts raised.
Support the assessment of financial, reputational, client, market or regulatory impact associated with an information security incident.
Leadership and management of information security incidents with TDR and involved SMEs.
Decision taking on the information security incident�s severity, category, and course of action.
Containment of an information security incident
Providing accurate information security incident communication to the relevant stakeholders.
Ensuring proper information security incident documentation and hand over to additional Information Security Incident Manager or SOC shifts as needed.
Skills and Capabilities Required
Good understanding of enterprise technologies especially focusing on security devices, network engineering, operating systems, databases and security configurations on application level.
Familiar with the MITTRE ATT&CK framework, good knowledge of current threat landscape and attack scenarios/tactics, as well as containment and protection measures .
Background on incident management, preferrable in the cyber-security field.
Reasonable understanding on system logs analysis, network traffic logs, payload, event logs, application logs, firewall logs, Active Directory etc.
Reasonable understanding of Security Incident and Event Management (SIEM) systems, ideally on Splunk Enterprise Security, or Chronicle GCP, or Sentinel.
Fluent in English, very good communication skills and confident assuming timely decisions.
Independent way of working with strong decision making and problem-solving ability.
Appetite for continuous learning.
Comfortable/experienced with working in international & multicultural teams.
Always a plus
Previous experience working in a SOC.
Admin or SecOps experience, particularly on Google Cloud and/or Azure environments.
Experience on networks , firewalls and related tools.
CISSP, CISM, GCIH or other relevant certifications in the field.
German language skills.
About us/about Deutsche Bank:
Deutsche Bank is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability.
Before applying, please read our data protection policy: https://dbprivacy.ro/candidati.html?lang=ro
1
Splunk
....i>Experience on networks , firewalls and related tools.
CISSP, CISM, GCIH or other relevant certifications in the field.
German language skills.
About us/about Deutsche Bank:
Deutsche Bank is an equal opportunity employer who seeks to rec....
Tools: Azure, Splunk
No
Certification Req./Pref.
45
12/12/2024
Cyberr�
Other
IT / Software Dev
Brussels Metropolitan Area
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
?? Incident Manager ??
Langues: fran�ais et/ou n�erlandais courant; anglais et toute autre langue est un atout
Localisation: Bruxelles
Responsabilit�s :
Coordonner et superviser la gestion des incidents techniques � travers l'organisation.
G�rer l'enregistrement, la classification et la priorisation des incidents signal�s par les utilisateurs ou d�tect�s via des outils de monitoring.
�valuer rapidement l'impact et l'urgence des incidents pour d�finir une priorisation en fonction des objectifs de l'entreprise et des niveaux de service.
R�agir de mani�re rapide et appropri�e aux incidents, en �valuant leur impact sur les op�rations et les services clients.
Documenter les incidents de mani�re d�taill�e, y compris les actions entreprises, les solutions appliqu�es et les le�ons tir�es.
Identifier les incidents r�currents et proposer des solutions pr�ventives pour limiter les r�p�titions futures.
Contribuer � l'am�lioration continue des processus et outils de gestion des incidents.
Assurer une communication fluide et transparente avec toutes les parties prenantes (internes et externes), y compris les utilisateurs, les �quipes techniques, le management et les clients.
Diriger et coordonner les �quipes techniques pour r�soudre efficacement les incidents et r�tablir les services dans les plus brefs d�lais.
D�finir et suivre les KPIs pour mesurer l'efficacit� du processus de gestion des incidents.
Analyser les rapports d'incidents pour identifier les tendances et les opportunit�s d'am�lioration.
Mettre en place des actions correctives pour optimiser les performances du processus de gestion des incidents.
Profil :
Dipl�me en informatique, gestion des technologies de l'information ou dans un domaine similaire.
Exp�rience en gestion des incidents techniques, id�alement dans des environnements complexes (informatique, r�seaux).
Connaissance approfondie des processus de gestion des incidents.
Capacit�s av�r�es en leadership, gestion d��quipe et travail collaboratif.
Excellentes comp�tences en communication (orale et �crite) pour interagir efficacement avec les �quipes et les parties prenantes.
Capacit� � travailler sous pression et � g�rer plusieurs incidents simultan�ment.
Comp�tences solides en r�solution de probl�mes et en prise de d�cision rapide.
Certification ITIL souhait�e.
Connaissance de l�outil ITSM ServiceNow est un plus.
Int�ress� par cette opportunit�? Postulez d�s � pr�sent ou envoyez-nous votre CV � morgane.zimmer@cyberr.ai , anne-catherine.son@cyberr.ai
, morgane.zimmer@cyberr.ai
HR Contact- Email
1
Service Now
....>
Comp�tences solides en r�solution de probl�mes et en prise de d�cision rapide.
Certification ITIL souhait�e.
Connaissance de l�outil ITSM ServiceNow est un plus.
Int�ress� par cette opportunit�? Postulez....
Tools: ITIL
No
Certification Req./Pref.
46
12/12/2024
Office de Tourisme de B�nodet
Other
Hotel / Travel & Tourism
Yerevan, Yerevan, Armenia
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Armenia, Yerevan
Full Time
Incident Manager
Seeking an energetic, creative individual passionate about gaming and eager to share ideas and learn.
Job Responsibilities
Act as the first point of contact for Incident Management Specialists and coordinate all efforts towards incident resolution
Collaborate with technical, IT, and product teams to find the root cause of incidents, bugs, defects
Coordinate the resolution process of incidents with technical, IT, Product Development, and Project Management teams ensuring complete adherence to established policies and procedures
Participate in all Agile/Scrum/Kanban ceremonies
Keep up with product improvements and changes
Document incident resolutions and provide incident reports
Provide weekly/monthly reports as defined by the immediate supervisor
Keep abreast with Agile/Scrum/Kanban best practices and new trends
Collaborate with Change Management and Problem Management teams to resolve under-delivered change requests and identified problems
Escalate incidents with prolonged resolutions to respective stakeholders for further investigation and process improvement/optimization
Ensure incident response is adequate and all existing SLAs per the established policies are kept and followed
Be ready and willing to take on additional responsibilities
Other duties as assigned by the immediate supervisor
?
Job Requirements
Bachelor�s Degree
Previous work experience in the Gaming industry would be a big plus
Excellent knowledge of English and Russian languages
Knowledge of agile process and principles
Knowledge and experience in Project Management would be a big plus
Outstanding communication, presentation, and leadership skills
Excellent organizational and time management skills
Team player
Sharp analytical and problem-solving skills
Attention to details
?
1
No
Product Dev.
47
12/12/2024
Magneto Empleos
Other
Consumer Services
Bogota, D.C., Capital District, Colombia
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Palabras Clave
Incident Manager
gesti�n de incidentes
Ingenier�a de Sistemas
�nete a nuestro equipo como Incident Manager, donde tendr�s la oportunidad de gestionar incidentes cr�ticos en una organizaci�n l�der en el sector tecnol�gico. Este es un rol fundamental que garantiza la continuidad del servicio y mejora la satisfacci�n del cliente a trav�s de la gesti�n eficiente de incidentes. Valoramos la proactividad y las capacidades anal�ticas para identificar y resolver problemas r�pidamente. Ofrecemos un entorno din�mico con oportunidades de crecimiento profesional y desarrollo continuo.
Responsabilidades
Gestionar y coordinar la resoluci�n de incidentes cr�ticos.
Identificar tendencias y proponer mejoras para prevenir futuros incidentes.
Colaborar con equipos t�cnicos para garantizar soluciones efectivas.
Mantener comunicaci�n constante con stakeholders durante el ciclo de vida del incidente.
Documentar todos los procesos y acciones tomadas durante la gesti�n del incidente.
Requerimientos
T�tulo en Ingenier�a de Sistemas Ingenier�a Electr�nica o Ingenier�a de Telecomunicaciones.
Matr�cula profesional vigente.
M�nimo tres (3) a�os de experiencia en gesti�n de incidentes.
Nivel De Educaci�n
Profesional
Sectores Laborales
Software inform�tica y telecomunicaciones
Ingenier�as
Servicio al cliente y afines
Otras Habilidades
Habilidades t�cnicas:
ITIL
Gesti�n proyectos
An�lisis datos
Habilidades Interpersonales
Comunicaci�n efectiva
Resoluci�n problemas
Trabajo bajo presi�n
1
ITIL
Tools: ITIL
No
48
12/12/2024
Ultima
Other
IT / Software Dev
City of Cape Town, Western Cape, South Africa
Other Cities
Incident Manager - Part time
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Incident Manager - Part time � Just after Midnight
Location: Remote
Hours � 10 hours per week, outside of normal business hours (evenings after 5pm/weekends).
The role
An SLA is the promise of response time we make to our clients, and you are how we make that happen. Our Incident Managers are our first responders, who ensure that an SLA is never missed. Your role will involve using our monitoring tools to track the health of sites, addressing issues by working closely with our Support Engineers, and communicating directly with our clients in case of requests or escalations. With our Incident Managers switched on 24/7 for lightning-quick responses to just about everything, Just After Midnight wouldn�t be who we are without you.
We are looking for an Incident Manager to join our friendly team.
The role involves working in two areas:
Incident Management
You will be trained as an Incident Manager, whose role is to closely monitor our client�s websites and applications. This involves triaging issues, following the correct procedures during incidents and dealing with requests from clients. You will own incidents and manage these until resolution, and be the face of Just After Midnight delivering excellent service directly to our clients who depend on us to keep their websites available 24/7. You�ll receive the equipment and training necessary to perform this job, along with ongoing training sessions to increase your skills and confidence.
This role is part-time and will require at least committing to at least 2 days a week, one of which will be a Saturday (day shift) and Sunday (evening shift) worked from home.
Admin Assistant
You will assist the Just After Midnight team with administrative tasks such as scheduling and preparing reports, for which training will be provided.
Key responsibilities include:
Assisting with administrative work such as scheduling and reporting
Handling incident manager duties, acting as the bridge between JAM and our clients
Answering emails and calls from clients, responding to incidents and requests quickly and calmly and following up where necessary
Building communication between the different teams in order to reach a solution, whilst updating the client regularly on their progress
Ensure that client requests are assigned promptly and carried out satisfactorily
About you
We want you as you are � inquisitive, proactive and eager to do your part for a team that will always have your back, with the drive and focus to work independently as needed. The ability to perform and communicate calmly under pressure is key, as you will often be our clients� first point of contact. Training will be provided in the role, but you will need to know your way around a computer. Just the basics, we won�t ask you to show off your formula knowledge in Excel, don�t worry. Experience in customer management and excellent interpersonal skills would be a bonus, but the must-haves are a can-do attitude and a willingness to learn.
The qualities and skills we look for in our Incident Managers:
Time management and organisation
Attention to detail
Curiosity
Clear and positive thinking
Fast problem-solving and analytical skills
Empathy for customers and the ability to listen to their needs
Strong verbal and written communication skills
Ability to collaborate with the technical support team
We�d also love to know if you have:
An eagerness to learn new technologies and systems
Enthusiasm for continuous learning and improvement � there will be a lot to learn as our business develops and grows
An understanding of website development/hosting basics is an advantage but not essential
Just After Midnight
We are one of the most well-respected 24/7 technical support teams in the industry. We are the go-to support partner for protecting digital revenue and reputation, through cloud hosting services and DevOps design and implementation.
We are in our sixth year of operation and growing very fast, with staff and offices in London, Singapore, Australia and the US. Our clients include global and national brands such as Dyson, The Body Coach, Volvo and UK Power Networks.
We are made up of a mixed bunch of night owls, early birds, part-timers and 9-5ers. We�re always looking for smart, dedicated people to join us. Working here means being in an environment where self-motivation, discipline and flexibility are the norms.
Benefits and salary
A competitive rate of pay
Flexible working � we all come from different backgrounds and personal situations. We want you to be able to do your job, whilst still being able to handle your personal commitments.
Health benefits
Company pension
Committed to equal opportunities
A fund dedicated to your learning and development
Part Time Jobs
1
Monitoring Tools
Tools: Monitoring Tools
No
49
12/12/2024
AS International Group
Other
IT / Software Dev
Neuilly-sur-Seine, �le-de-France, France
France
Incident Problem Change Manager H/F
Managerial
Change Manager
Pls See The Job Detail
Not disclosed
Other
AS International Group recherche un Incident problem change manager (F/H).
Les Misions Principales Sont Les Suivantes
Incident Management :
S'assure du bon fonctionnement de la gestion des incidents conform�ment au process en vigueur
Met en place les indicateurs de pilotage du process d'incident et en assure l'am�lioration continue et l'�volution
S'assure du respect des bonnes pratiques de gestion d'incident
Met en place les plans d'actions n�cessaires � l'am�lioration du process incident
Prend les actions n�cessaires afin que les engagements du client soient respect�s sur les incidents
S'assure du pilotage et de la communication des crises majeures et en assure la r�daction du RETEX � posteriori
Change Management
Assure l'animation du CAB hebdomadaire (yc PIR des changes pass�s) et en diffuse le compte-rendu
S'assure du bon respect des pr�parations des changes (phasing de change, retour arri�re disponible, communication r�alis�e, planche contact du change, etc.)
Met en place les indicateurs de pilotage du process de change et en assure l'am�lioration continue et l'�volution
Met en place les plans d'actions n�cessaires � l'am�lioration du process change
Prend les actions n�cessaires afin que les engagements du client soient respect�s sur les changes (changes normaux ou changes standards/demande de service)
Monte les eCAB n�cessaires lorsque des demandes urgentes apparaissent
Problem Management
Assure l'animation du Comit� Probl�me bi-hebdomadaire et en diffuse le compte-rendu
Anime la communaut� des Problem owners et des repr�sentants Probl�me des entit�s du client
Met en place les indicateurs de pilotage du process Probl�me et en assure l'am�lioration continue et l'�volution
Met en place les plans d'actions n�cessaires � l'am�lioration du process Probl�me
Prend les actions n�cessaires afin que les engagements du client soient respect�s sur les probl�mes
De formation Bac +4/5 en informatique, vous justifiez d'une exp�rience de minimum 5 ann�es sur ce type de poste.
Vous avez une bonne ma�trise de l'anglais (contexte anglophone).
Vous avez un tr�s bon niveau sur ITIL.
Vous maitrisez les outils Microsoft Office (Excel, PowerPoint, Teams, etc.), MS Power BI et une tr�s bonne culture Syst�me d'information e notamment Infrastructure (Datacenter, R�seau LAN/WAN/FW, Cloud, poste de travail, etc.).
1
ITIL
Tools: ITIL
No
50
12/12/2024
Meta
TOP Companies
Internet / E Comm
Austin, TX
United States
Manager, Business Incident Response
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Meta is looking for an Operations leader to join the Business Incident Response team within Global Response Operations (GRO). The GRO organization responds to real-time crises, proactively identifies and evaluates emerging risks, conducts risk-related investigations, and assesses what we could be doing to best benefit our community. By understanding and consistently managing incidents and real-time crises to resolution, the organization drives continuous improvement with our partners across Meta.The Business Incident Response (BIR) team, within GRO, is focused on providing a world class experience for Meta�s advertisers, internal executives, and our community of users. As a Manager on the BIR team, you will be responsible for managing a team of incident response specialists who lead end-to-end resolution of critical and nuanced escalations from sales & executives; often with significant revenue, reputational, PR and/or regulatory risk to Meta. Additionally, these specialists provide high-touch, curated support to Meta�s largest advertisers, often requiring external engagement. In addition to leading a team in our NA region, you will be responsible for designing, describing, and implementing systems of support that improve the experience for our customers - prioritizing supportiveness. You will also be responsible for partnering across the breadth of Meta to drive partnerships that unblock the team and enable improved experiences at scale.
Manager, Business Incident Response Responsibilities:
Lead a team of business incident response specialists to execute world class support on critical and nuanced escalations from sales & executives while also producing insights & trends that help various stakeholders like Product, Policy, Legal, and Sales
Build strong, collaborative cross-functional relationships with GRO, Product, Policy, and Sales, among other teams, to develop an ongoing understanding of the ecosystem and partner with stakeholders to help solve the highest priority issues for Meta and its communities
Participate in team and org strategy building to create agility in team to help meet the changing needs of the org, company and community, while driving stability in the team to achieve the long term vision
Identify and initiate new opportunities for new projects or focus areas for the GRO BIR Team
Attract, build, manage and develop a talented and inclusive team
Minimum Qualifications:
Significant experience in customer support or client facing organizations
Direct people leadership experience managing and developing teams
Experience prioritizing and ensuring that key initiatives move forward, managing multiple cross functional stakeholders and working with urgency
Demonstrated experience in driving revenue through customer support initiatives
Experience representing organizations externally with clients
A proven team player adaptable to a fast-paced environment
Demonstrated experience building relationships and influencing across functional boundaries
Preferred Qualifications:
Experience building support organizations
Previous experience in managing C-Level escalations and leveraging them to drive business growth
Bachelor's or Master�s degree or relative work experience
About Meta:
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today�beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
$146,000/year to $203,000/year + bonus + equity + benefits
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.
Dale Consulting ricerca unafigura di IncidentManager per un importante cliente internazionale in ambito Core Banking.
| CHI SIAMO
Dale Group, societ� di Consulenza Informatica specializzata nel settore del Core Banking offre servizi ai principali players internazionali del settore IT.
Societ� dedita all�eccellenza e all'impegno costante per supportare le sfide dei propri clienti, fornendo loro soluzioni customizzate e contribuendo alla realizzazione e gestione di prodotti, servizi e strumenti di alto valore strategico.
| DI COSA TI OCCUPERAI?
Gestione degli stream specifici dell�incident management;
Inserimento in due progetti cliente in ambito BOI/DORA (Priorit� 2);
Supporto al cliente e al team interno;
Gestione dei principali riferimenti normativi in ambito incident management (es. circolare Bankit 285, regolamento DORA, PSD2)
| COSA RICHIEDIAMO?
Percorso di laurea STEM, preferibilmente magistrale;
Nice to have: Certificazione ITIL, con focus sul processo di incident management e sulle best pratice ITIL (costituisce titolo preferenziale)
Esperienza pregressa nel ruolo di incident manager o posizioni simili;
Conoscenza principali riferimenti normativi in ambito incident management (es. circolare Bankit 285, regolamento DORA, PSD2)
Conoscenza dei principali processi bancari
Esperienza nell�utilizzo di strumenti di ticketing BMC Helix e BMC Remedy
Ottima conoscenza del pacchetto Office
Sedi di riferimenti operative: Milano, Roma, Parma e Verona.
Modalit� di lavoro: ibrida
RAL: commisurata alla reale esperienza
L�offerta si rivolge a candidati ambosessi, nel rispetto del Codice delle pari opportunit� D.Lgs. 11 aprile 2006, N. 198 e ss.mm.ii.
1
BMC Remedy
Tools: BMC Remedy, ITIL
No
52
12/12/2024
Capgemini
Other
IT / Software Dev
Niort, Nouvelle-Aquitaine, France
France
Incident manager - Niort
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Choisir Capgemini, c'est choisir une entreprise o� vous serez en mesure de fa�onner votre carri�re selon vos aspirations. Avec le soutien et l'inspiration d'une communaut� d�experts dans le monde entier, vous pourrez r��crire votre futur. Rejoignez-nous pour red�finir les limites de ce qui est possible, contribuer � lib�rer la valeur de la technologie pour les plus grandes organisations et participer � la construction d�un monde plus durable et inclusif.
Vos missions :
Nous nous vous proposons d�int�grer notre �quipe et d�intervenir dans le conseil et l'accompagnement de nos clients sur leurs projets de transformation. A ce titre, vos principales missions consisteront � :
Assurer suivi et coordination de la r�solution des incidents de bout en bout,
Communiquer r�guli�rement aupr�s du management et du m�tier du d�but de l'incident jusqu'� sa r�solution compl�te,
Assurer la prise en charge de l'incident et son traitement en ad�quation avec le niveau de priorit�,
Organiser et animer des cellules de crise,
V�rifier que le processus de gestion des incidents est respect� de la cr�ation � la r�solution,
Maintenir le respect des SLAs,
Assurer la mise � jour de la documentation et maintien des r�gles d'escalade,
Pr�parer et animer des r�unions de revue des incidents,
D�tecter et anticiper la r�currence d'un incident en proposant l'ouverture d'un probl�me pour l'�radiquer.
Votre profil :
De formation sup�rieure en informatique BAC+3/5, vous disposez d'une exp�rience significative d'au moins 2 ans dans le domaine.
Vous ma�trisez les processus ITIL et vous avez le sens de la relation client. Le PLUS important : vous avez d'excellentes qualit�s relationnelles et vous appr�ciez travailler en �quipe.
Vous vous reconnaissez dans cette description ? N�attendez plus !Postulez d�s maintenant et rencontrons-nous pour discuter de vos futures missions chez Capgemini !
3 raisons de nous rejoindre :
Qualit� de vie au travail: accord de t�l�travail en France et � l�international, accord sur l��galit� professionnelle, la parentalit�, l��quilibre des temps et la mobilit� durable.
Apprentissage en continu : certifications et formations en libre acc�s, accompagnement sur mesure avec votre career manager, parcours d�int�gration sur 9 mois.
Avantages groupe & CSE : plan actionnariat, activit�s � tarifs pr�f�rentiels, remboursement partiel vacances, remboursement de votre abonnement sportif ou culturel.
Nos engagements et priorit�s :
Le groupe Capgemini encourage une culture inclusive dans un cadre multiculturel et handi-accueillant. En nous rejoignant, vous int�grez un collectif qui valorise la diversit�, d�veloppe le potentiel de ses talents, s�engage dans des initiatives solidaires avec ses partenaires, et se mobilise pour r�duire son impact environnemental sur tous ses sites et aupr�s de ses clients.
� propos de Capgemini :
Capgemini est un leader mondial, responsable et multiculturel, regroupant pr�s de 350 000 personnes dans plus de 50 pays. Fort de 55 ans d�exp�rience, nous sommes un partenaire strat�gique des entreprises pour la transformation de leurs activit�s en tirant profit de toute la puissance de la technologie et des innovations dans les domaines en perp�tuelle �volution tels que le cloud, la data, l�Intelligence Artificielle, la connectivit�, les logiciels, l�ing�nierie digitale ou les plateformes.
Get The Future You Want* | www.capgemini.com/fr-fr/
*Capgemini, le futur que vous voulez
1
ITIL
....¿½ï¿½quilibre des temps et la mobilit� durable.
Apprentissage en continu : certifications et formations en libre acc�s, accompagnement sur mesure avec votre career manager, parcours d�int�gration sur 9 mois.
Avantages groupe & CSE : plan acti....
Tools: ITIL
No
Certification Req./Pref.
53
12/12/2024
Nasdaq
Other
BFSI / Fintech / NBFC
Taguig, National Capital Region, Philippines
Other Cities
Business Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Why Nasdaq
When you work at Nasdaq, you are working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we are all valued for our unique perspective.
Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence.
Here, we are committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.
What We Offer
This is a permanent full-time role based in Bonifacio Global City, Taguig following a hybrid work model setup (at least 2 in office days per week).
You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn & grow and rewards with a global impact we create.
In return, you will receive HMO coverage for you and your dependents, employee stock purchase plan, equity grant, retirement plan, annual bonus, free counseling sessions, subscription to e-learning platforms, fitness, wellness and more.
What You Will Do
As a Business Incident Manager, you will be responsible for providing client services and support for the Nasdaq Trade Surveillance product and service offerings. You will be part of the global Service Desk team that provide 24/5.5 standard support and emergency support. This includes handling of incident-related inquiries from users globally and supervising service delivery.
Monitoring and managing production incidents affecting Nasdaq Trade Surveillance clients, ensuring minimal disruption to client activities.
Maintaining clear and consistent communication with clients and stakeholders during incident management life cycle.
Providing regular business updates and client impact relevant to stakeholders.
Creating incident reports and incident communications for clients and stakeholders.
Providing day-to-day product support to Nasdaq Trade Surveillance (NTS) client base.
Ensuring all incidents are recorded and tracked in accordance with Nasdaq standards.
Tracking, following up, and resolving operational, technical, and user-reported issues.
Troubleshooting and resolving any issues relating to production incidents. Collaborating with various technical teams to ensure swift resolution of incidents.
Updating knowledge base systems and processes to provide guidelines on Business Incident Management process.
What We Expect
Bachelor�s Degree or equivalent experience in Computer Science, Information Systems or other related field.
For non-degree holders, at least 4 years work experience in Data Center, Trading, Computer, or Network Operations.
Ability to effectively use tools such as JIRA, Confluence, SVN, Putty, MS Office.
Knowledge in Incident, Problem, and Change Management Life Cycle.
Excellent verbal and written communication skills
Solid attention to detail and organizational skills.
Critical thinking and natural curiosity; a self-learner.
Excellent problem-solving skills. Prior technical background in Software-as-a-Service (SaaS) is a plus.
Prior experience in similar product or incident management support role - Technical & Helpdesk Support or equivalent is a plus.
Understanding of financial markets and trading concepts is an advantage.
Prior experience in handling Incident Management is an advantage
What Would Be Helpful
ITIL and Six Sigma Certifications are a plus.
Does It Sound Like You?
Please follow through by clicking the �Apply� link and submitting your application. If your skills and experience are a match, we will be in touch soon. In the meantime, please visit our website and social media channels to learn more about our innovative business, inclusive culture and discover why Nasdaq Manila is Great Place To Work certified!
Come As You Are
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
Come as You Are
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
1
Confluence
....Management is an advantage
What Would Be Helpful
ITIL and Six Sigma Certifications are a plus.
Does It Sound Like You?
Please follow through by clicking the �Apply� link and submitting your application. If your skills and e....
Tools: Confluence, ITIL, Jira
No
Certification Req./Pref.
54
12/12/2024
DexCare
Other
IT / Software Dev
United States
Other Cities
Manager, Release & Incident Management
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Who is DexCare?
DexCare optimizes time in healthcare, streamlining patient access, reducing waits, and enhancing overall experiences. Born within Providence, DexCare addresses tech gaps by aligning supply and demand, recently securing a $75 million Series C funding round led by ICONIQ Growth, alongside partners like MGB, Kaiser Permanente Ventures, and others, to modernize healthcare infrastructures for an inclusive ecosystem.?
What is DexCare?
DexCare, a digital care orchestration platform, streamlines care delivery logistics. It empowers healthcare systems to predict constraints and precisely schedule services, optimize capacity, and cuts operational costs. Currently serving 57 million patients, including Kaiser Permanente and Providence, DexCare ushers in a new era of digital-care access, ensuring health systems can efficiently track and deliver every hour of capacity for consumer ease.
For more information, visit?www.dexcare.com?or follow us on?LinkedIn.
We are looking for a strategic and detail-oriented Manager, Release & Incident Management to manage and oversee the entire release process from planning to deployment, ensuring quality and smooth execution across our ecosystem. This role requires someone with a strong understanding of development and operations, exceptional communication skills, and the ability to collaborate with multiple teams and stakeholders. You will also play a crucial role in driving process improvements and automation initiatives to enhance efficiency and scalability.
Role is based out of our Seattle HQ (Eastlake area) 2 days/week.
What You�ll Do
End-to-End Release Management: Plan, coordinate, and manage the release process, ensuring quality and timely delivery
Stakeholder Communication: Communicate project commitments, changes, requirements, and progress to all stakeholders, including technical and non-technical teams
Risk Management: Identify and mitigate risks that may affect the release scope, quality, and schedule
Collaboration: Work closely with Product, Engineering, Infrastructure, and Customer Experience teams, as well as other IT departments to align release efforts
Release Calendar: Develop and maintain a centralized release calendar, providing visibility of all upcoming releases across the organization
Process Improvement: Lead initiatives to improve and streamline release management processes, focusing on reducing manual intervention and enhancing overall efficiency
Automation: Drive the automation of key release and deployment phases, ensuring faster, more reliable, and scalable processes
Documentation & Guidelines: Maintain detailed documentation on build and release processes, ensuring QA teams and all stakeholders are aligned with project guidelines
Release Tracking & Reporting: Measure and monitor the progress of releases, providing weekly updates on release activities and resolving any issues related to quality or scheduling
Feedback Integration: Collect and integrate feedback from teams and customers to enhance future releases
Dependency Management: Identify and address any dependencies or impacts on third-party applications, infrastructure updates, or defect backlogs that could alter release timelines
What You�ll Bring
4+ years of experience managing software releases across an organization
Strong understanding of SDLC (Software Development Lifecycle), release management standards, and best practices
Experience with CI/CD systems, source control, build systems, automated testing, and software delivery systems
Proven track record of driving process improvements and implementing automation in release processes
Proficiency in project management, risk management, and change management
Excellent written and oral communication skills, with the ability to collaborate effectively across teams
Self-motivated and able to manage complex release processes independently
Experience with Atlassian, Jira and Confluence
Experience with Asana is preferred
DexCare is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. DexCare does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex. DexCare provides reasonable accommodation to all applicants who require such accommodation to apply for the position or to perform the essential functions of the job.
The salary range for this role is from $140,000-160,000 + Equity.
DexCare offers an outstanding benefits package, including: -Eligible for Annual Bonus -Healthcare benefits, short/long-term disability coverage, life insurance, and 401k -Paid Parental Leave -Eight paid holidays & Unlimited PTO -Hybrid and remote working arrangements
Please note the national salary range listed in the job posting reflects the new hire salary range across levels and U.S. locations that would be applicable to the position. Final salary will be commensurate with the candidate�s final level and final location. Also, this range represents base salary only and does not include bonus, equity, or benefits if applicable.
1
Confluence
Tools: AWS, Confluence, Jira
No
55
12/12/2024
Diverse Lynx
Other
HR / Staffing
Lansing, MI
United States
Major Incident Manager
Managerial
Major Incident Manager
Pls See The Job Detail
Not disclosed
Other
Job Role : Major Incident Manager
Location: Lansing, MI (Day1 Onsite) no remote
Job Type- fulltime
Job Description :
Major Incident Manager is responsible for the end-to-end management of all IT major incidents. Their role and responsibilities are extremely varied and include (amongst others)
Responsibilities:
Leveraging technology to issue all communications and providing key stakeholder management
Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
Matrix management of people, processes and resources including third parties � including resolving conflict to move forward to resolution
Being accountable for resolving the outage via workaround or permanent fix
Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
Supporting and nurturing process improvements and knowledge base improvements
Continually maintaining and developing tools and resource
?Regards
Rahul Srivastava
IT Technical Recruiter
Diverse Lynx LLC.
Office: 7324521006 ext : 341/ Whatsapp Number only: 914-265-6694
Email: rahul.shrivastava@diverselynx.com
7324521006, rahul.shrivastava@diverselynx.com
Job Consultancy
HR Contact- Phone
1
No
56
12/12/2024
Generix
Other
IT / Software Dev
Le�a do Bailio, Porto, Portugal
Other Cities
Incident Management
Unknown
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Generix is a leading SaaS vendor specializing in Collaborative Supply Chain solutions that enable the seamless exchange of goods and data across the globe between suppliers and customers, all while responsibly managing their flows. Its platform of innovative digital services optimizes the management of physical flows, by coordinating the entire supply process, from production to delivery, thanks to its WMS, TMS, RMS and VMI solutions; as well as logical and financial flows, by integrating the systems of all players in the chain, from order to payment, with its e-invoicing, e-reporting, EDI, P2P and O2C solutions.
Generix creates a distinctive ecosystem designed to cater to its customers, ensuring top-notch performance and sustainability, connecting all global players in retail, industry and services, and fostering the transition toward greater digitalization and energy efficiency. With nearly 850 dedicated employees, Generix provides day-to-day support to over 4,500 companies across more than 60 countries, processes over 500 million invoices, handle more than 40 million order lines each month, and manage 8 million EDI messages daily. Our clientele includes Danone, FM Logistic, Fnac-Darty, Essilor, and Ferrero.
Job Description
We are looking for an Incident Manager to join the new pool of Incident Management based in our Shared Services Center in Porto. The Incident Manager will be responsible for the effective implementation of the Incident Management Process in his/her assigned area and carry out the corresponding reporting.
As a cross-department function, the main responsibilities of the Incident Manager will be to:
Incident management
- Audit the effectiveness of the incident management process, and formulate improvements if necessary;
- Control the correct handling of incidents by the support teams to ensure the restoration of the service as soon as possible;
- Prioritize incidents, arbitrate, escalate;
- Ensure regular exchanges with the support and technical department teams and customers;
- Monitor the indicators guaranteeing process performance (SLA achievement for example);
- Be identified as a point of contact by customers for incident management and ensure the follow up during incident meetings.
- Monitor of major incidents (P1): coordination of actions, arbitration, escalation if necessary.
Continuous improvement
- Deploy methodologies, maintain documentation;
- Participate in problem management: identification of recurring incidents, follow-up of action plans, and coordinate the teams involved;
- Participate in cross-functional projects: definition of changes to the incident management tool, measurement of SLAs, documentation, etc.
Qualifications
- Bachelor�s degree minimum in computer science or business, ideally good knowledge of the SAAS environment;
- Solid and demonstrable experience in the practice of Incident Management or related fields;
- Understanding of the ITIL Incident Management Process � ITIL Foundation V4 Certification minimum;
- Clear aptitude for service delivery excellence and producing quality results;
- Good communication skills, written and verbal both in French and English and ability to build relationships with the various teams across the group;
- Curious, dynamic, focused on continuous improvement;
- Ability to manage multiple emergencies and make decisions at high stakes.
Additional Information
- Attractive compensation package;
- Excellent work conditions and environment (Centro Empresarial Lionesa).
Generix is committed to build an inclusive environment, in which diversity and equity are truly part of our culture, so all our positions are open to people with disabilities.
Generix will process your personal data in the context of your application. You have the right to access, correct, delete and object to information about you. For this, please send your request to dpo@generixgroup.com. For more information, please see the Privacy Policy available at www.generixgroup.com.
For more information, please check our website: www.generixgroup.com/pt
, dpo@generixgroup.com
HR Contact- Email
1
ITIL
....ields;
- Understanding of the ITIL Incident Management Process � ITIL Foundation V4 Certification minimum;
- Clear aptitude for service delivery excellence and producing quality results;
- Good communication skills, written and verbal both in French and En....
Tools: ITIL
No
Certification Req./Pref.
57
12/12/2024
Nuvei
Other
BFSI / Fintech / NBFC
Sofia, Sofia City, Bulgaria
Other Cities
Incident Problem Manager
Managerial
Problem Manager
Pls See The Job Detail
Not disclosed
Other
The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.
Meet Nuvei, the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 50 markets, 150 currencies and 700 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.
At Nuvei, we live our core values, and we thrive on solving complex problems. We're dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!
Your Mission
We are looking for an Incident Problem Manager (IPM) to join our fast- Production Team. Reporting to the IPM Team Lead, you will be responsible for managing and mitigating major incidents and problems within our technology infrastructure and services. The IPM will be essential in ensuring service reliability, minimizing downtime, and driving continuous improvement across all incident and problem management processes.
Responsibilities
Incident Management: Lead the management of high-severity incidents from identification through resolution, ensuring quick, effective response and restoration of services
Root Cause Analysis: Conduct detailed root cause analyses for incidents and problems, collaborating with technical teams to determine the underlying causes and prevent recurrence
Problem Resolution: Own and manage the problem management lifecycle, coordinating efforts across teams to implement corrective actions and drive incident resolution
Stakeholder Communication: Act as the primary point of contact during incidents, providing timely updates to stakeholders, managing expectations, and coordinating resolution activities
Post-Incident Reviews: Facilitate post-incident reviews and create post-mortem reports, highlighting key findings, lessons learned, and improvement actions
Process Improvement: Continuously review and refine incident and problem management processes to optimize response times, improve efficiency, and minimize service interruptions
Cross-Functional Collaboration: Work closely with OCC, Engineering, DevOps, Support, and other teams to ensure alignment and effective execution of incident and problem management strategies
Knowledge Management: Maintain a repository of known issues, resolutions, and best practices to improve knowledge sharing and expedite future incident response
Requirements
Bachelor's degree in IT, Computer Science, or related field
5+ years of experience in incident and problem management, preferably within payments, fintech, or IT services
Proven expertise in managing high-severity incidents and implementing problem resolution processes
Strong analytical and problem-solving skills with a focus on root cause analysis
Excellent communication skills, able to convey technical information clearly to both technical and non-technical stakeholders
Ability to work under pressure and make quick, informed decisions
Knowledge of industry regulations and compliance standards within payment processing is a plus
Benefits
A challenging job in a fast-developing, international company
A friendly work environment where you can thrive and develop your skills
Career advancement possibilities
Competitive remuneration package
Nuvei offers a wide variety of additional benefits which include Additional Health insurance incl. Dentist, Sport card, Food vouchers, Employee discounts card, Seminars and conference tickets, Playroom, and many other additional perks
Please send your resume in English.
Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they're empowered to be their true, authentic selves. So, please come as you are. We can't wait to meet you.
1
No
58
12/12/2024
Adecco
Other
HR / Staffing
Biella, Piedmont, Italy
Other Cities
IT Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Per azienda internazionale facente parte di un importante Gruppo bancario, specializzata in soluzioni software e servizi applicativi per l�industria dei Financial Services (bancario e assicurativo), ricerchiamo:
IT INCIDENT MANAGER
Siamo alla ricerca di un professionista che sar� inserito all�interno dell�Incident Response Team e a diretto riporto della Direzione Generale dell�azienda si interfaccer� con tutte le strutture che garantiscono la business continuity del Gruppo.
Responsabilit� e attivit�:
Guidare e coordinare la risposta agli incidenti IT garantendo una risoluzione rapida e efficace riducendo al minimo l'impatto degli incidenti sulle operazioni aziendali;
Definire la priorit� degli incidenti sulla base dell�urgenza e degli impatti di business;
Avviare il processo di Incident Management a fronte di una segnalazione di problemi sui servizi IT;
In caso di apertura di una war room, coordinare le attivit� operative e guidare le decisioni;
A risoluzione incidente avvenuta, assicurare l�apertura del Problem per l�analisi della root cause;
Gestire periodicamente i follow up delle anomalie trasversalmente e attuare un piano di remediation post anomalia;
Sviluppare ed eseguire misure proattive per prevenire gli incidenti ricorrenti;
Supervisionare attivit� di troubleshooting a livello infrastrutturale, anche tramite utilizzo di piattaforme di APM, al fine di identificare bug e/o problemi tecnici.
Requisiti:
Titolo di studio ad indirizzo Informatico
Almeno 5 anni di comprovata esperienza in questo ruolo;
Esperienza di almeno 3 anni sulla metodologia ITIL e sulle pratiche di Incident Management e Problem Management;
Conoscenza di tecniche di sviluppo e gestione sia delle componenti applicative che infrastrutturali.
Buona conoscenza dei pi� diffusi sistemi operativi (Linux, Windows...) e familiarit� con soluzioni tecnologiche di mercato (es Oracle Exadata) e Cloud Native (Azure, OCI);
Disponibilit� alla reperibilit�;
Conoscenza delle principali architetture IT Enterprise e i principi fondamentali di networking e IT security.
Sede di lavoro: Biella
Modalit� di lavoro: Ibrida (2 giorni in presenza) � per chi viene da Milano 1 giorno di presenza
Inquadramento: CCNL Credito, RAL e benefit da stabilirsi in sede di selezione
Job Consultancy
1
Azure
Tools: Azure, ITIL
No
59
12/12/2024
Sibitalent Corp
Other
HR / Staffing
Denver, CO
United States
Looking for - Process Manager / Incident Manager (IT) - Denver, CO / Nashville, TN (Onsite)
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Hello,
I hope you are doing fine.
Please find the below Jd and let me know if you are interested.
ole: Process Manager / Incident Manager (IT)
Location: Denver, CO / Nashville, TN(Onsite)
Duration :: 12+ Month Contract
Max rate is $31/hr on C2C or $27/hr on W2
Job Description:-
The Process Manager (IT) position is a key IT Service Management team member. They are responsible for the management of Major Incident support to ensure timely resolution and efficient support. Managing this process includes coordinating support from multiple teams, primarily within Information Technology. The responsibilities require high pressure organization of events, highly visible communications, and comprehension of technical knowledge. This will include guiding technical resources, leaders, and customers toward process adherence and efficient support solutions. They are additionally responsible for Major Incident follow up through the Major Problem process. They will guide the Major Problem process to thoroughly explore preventative measures, corrective actions, and root cause analysis utilizing technically experienced support teams that manage the impacted applications and services.
The IT Service Management team provides Major Incident and Major Problem process support. The team is considered subject matter experts on the process toward critical incident resolution and incident prevention within those process. The IT Service Management team provides coverage twenty-four hours a day seven days a week three hundred sixty-five days a year. This position will share on-call responsibilities to ensure coverage and response to provide these services.
Essential Function
% OF TIME
Responsible for Major IT systems incident management from initiation through resolution
30%
Review historical incidents and root cause analysis to identify trends and opportunities for improvements across IT
10%
Produce, maintain, and distribute major incident reports for critical business and IT services
5%
Manage the Major Problem Management process toward lasting solutions
25%
Conduct Post Incident Reviews for Major Incidents
10%
Distribution of clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
10%
Other duties as assigned
10%
Total Allocation of Time
100%
Bachelor�s Degree in Computer Science, Information Systems or other related field or equivalent work experience
5-7 years of application support and troubleshooting experience
Proven track record of success in IT methodologies, services and infrastructures
Experience with operational major incident management, problem management and change enablement
Excellent written and oral communication skills, including presentation skills
Excellent time management skills including the ability to juggle multiple priorities simultaneously
Experience collaborating with IT teams diving results
Strong decision making and problem-solving skills
Technical knowledge and experience
The ability to operate independently
Thanks & Regards
Krishna Chaudhary
Sibitalent Corp.
101 E. Park Blvd., Suite 600, Plano, TX � 75074
Phone: 972-502-9119
Email:krishna@sibitalent.com
URL: www.sibitalent.com
, krishna@sibitalent.com
Job Consultancy
HR Contact- Email
1
No
60
12/12/2024
Comrise
Other
HR / Staffing
Taguig, National Capital Region, Philippines
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Work Schedule: Rotating sched
Work Setup: Hybrid / 3x per week
Location: BGC, Taguig
Duration: 6 months (high possibility of extension)
Overview
This position is responsible for managing service restoration calls during a Mission Critical Incident (MCI). This role facilitates and works collaboratively with Subject Matter Experts, Support Teams and vendors to restore service as quickly as possible. This includes, driving the call, considering next steps, parallel efforts, escalations both internally / externally and timely communication of service interruptions to stakeholders.
Key Responsibilities include, but are not limited to:
� Driving service restoration with command and control as quickly as possible to minimize business impact.
� Ensuring business impacts and scope of service interruption are identified.
� Engaging subject matter experts (SME), collecting proposed service restoration actions, determining action items and delegating action plan to SME�s.
� Responsible for post incident action items, including conducting a Post Incident Review (PIR), working with service owners/product owners/DevOps Leads/vendors to determine root cause and identify permanent fix.
� Review PIR key findings with stakeholders, ensure tasks for related PRBs are addressed in a timely manner, publish root cause, provide Senior Leadership Team (SLT) reviews as needed.
� Ensuring that the best possible levels of service quality and availability are maintained.
� Facilitate the outage calls and ensure that all the required resources are engaged to work a high priority incident.
� Ensuring that effective communication is maintained with the Executives and Business Leadership during a mission critical incident.
� Responsible for monitoring and operating multiple IT platforms.
� Must have a solid understanding of all key ITIL disciplines and processes.
� Works toward continuous operational and process improvement while maintaining 100% compliance with quality and legal standards.
� Must have a high degree of technical knowledge to understand the environment and provide management updates when needed.
� Understanding of IT impact to the business and raises alternative workarounds.
� Responsible for technical and service monitoring, detecting and incident handling for all technology related incidents.
� Collaborates with other teams, customers, and vendors to improve service and increase value of Command Center Operations.
� Reports to Management on service interruptions, impacts and scope.
� Assists the Mission Critical Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization.
� Assists the Mission Critical Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects.
Qualifications:
� Highly motivated with strong leadership skills.
� Requires 5+ years of working experience as an incident analyst/manager in a large, enterprise environment facilitating effectively Mission Critical Incident (MCI) calls.
� Must have a solid experience working with teams from different technical platforms and a working knowledge of automation and monitoring, including service level-based monitoring.
� Preferred Bachelor�s degree in related field.
� In-depth knowledge and proven experience in troubleshooting, problem determination, root cause analysis and rapid problem resolution.
� Must be knowledgeable in networking, open systems and cloud computing technologies (Azure, GCP, etc.)
� Must have a thorough understanding of ITIL: Incident, Problem, Knowledge, Change, Configuration Management principles.
� ITIL v3 or higher Foundations certification preferred.
� Previous retail experience desired.
� Must possess strong leadership abilities.
� Lead service restoration efforts across the organization.
� Good understanding of production IT Environment and IT Operations
� Strong oral and written communication skills required.
� Demonstrates a high level of energy, results driven and able to work under pressure.
� ITIL v3 or higher Foundations certification preferred.
� Previous retail experience desired.
� Must possess strong leadership abilities.
� Lead service restoration efforts across the organization.
ï¿....
Tools: Azure, ITIL
No
Certification Req./Pref.
61
12/12/2024
Deutsche Telekom IT Solutions HU
Other
IT / Software Dev
Budapest, Budapest, Hungary
Other Cities
Technical Incident Manager (REF2121H)
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Company Description
The largest ICT employer in Hungary, Deutsche Telekom IT Solutions (formerly IT-Services Hungary, ITSH) is a subsidiary of the Deutsche Telekom Group. Established in 2006, the company provides a wide portfolio of IT and telecommunications services with more than 5000 employees. ITSH was awarded with the Best in Educational Cooperation prize by HIPA in 2019, acknowledged as one of the most attractive workplaces by PwC Hungary�s independent survey in 2021 and rewarded with the title of the Most Ethical Multinational Company in 2019. The company continuously develops its four sites in Budapest, Debrecen, P�cs and Szeged and is looking for skilled IT professionals to join its team.
Job Description
Lead and coordinate CBI High/Critical incident resolution / Conduct Root Cause Analysis (RCA)
Manage lifecycle of incident / problem tickets
Initiate and lead technical conference calls
Coordinate efforts of all involved parties, including suppliers and external teams
Initiate and drive internal and external escalation procedures
Create and distribute Incident / RCA reports to key stakeholders
Make recommendations for process and quality improvements
Set and track measures for process and quality improvement activities
Agent for special, management driven escalations / topics
Qualifications
German and English language knowledge: B2/C1
Experience in 1st/2nd level support/incident/change management etc.
ITIL knowledge is an advantage
Additional Information
Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.
1
ITIL
Tools: ITIL
No
62
12/12/2024
AsTecI S.A. de C.V.
Other
IT / Software Dev
Mexico City, Mexico
Other Cities
Incident Manager - H�brido
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Asteci importante consultor�a especializada en perfiles de TI busca tu talento como:
INCIDENT MANAGER
Requisitos
Escolaridad: Lic. Inform�tica, Ing. Sistemas computacionales o afines
Ingles intermedio-avanzado
Conocimientos En
Gesti�n de Incidentes cr�ticos
Marco de pr�cticas ITIL
Conocimientos generales del entorno de infraestructura TI (telecomunicaciones, redes, Firewalls, Storage, Cloud, Data Centers, servidores, aplicaciones, entre otros).
Gesti�n de casos en ServiceNow
Actividades
Estar al pendiente de las alertas y herramientas de monitoreo.
Acelerar la restauraci�n de los niveles de servicio durante los incidentes.
Env�o de comunicados de forma consistente al foro ejecutivo y tecnol�gico sobre el avance de la resoluci�n de incidentes mayores.
Documentar el progreso de la resoluci�n de incidentes para revisi�n y an�lisis post mortem.
Asegurar el cumplimiento del proceso de gesti�n de incidentes.
Identificar y escalar riesgos potenciales, desarrollando e implementando los planes de mitigaci�n respectivos.
Ofrecemos
Prestaciones de Ley desde el primer d�a
Esquema de trabajo H�brido
Seguro de vida
Apoyo por esquema de trabajo
Si estas interesado en participar en esta oportunidad, post�late por este medio con tu CV actualizado y a la brevedad nos pondremos en contacto contigo.
1
Service Now
Tools: ITIL
No
63
12/12/2024
H&M
Other
FMCG
Stockholm, Stockholm County, Sweden
Other Cities
Incident and Problem Manager for Point of Sales (POS)
Managerial
Problem Manager
Pls See The Job Detail
Not disclosed
Other
Job Description
We�re keeping the door open and the coffee warm for an experienced Service Delivery Specialist with an interest in incident and problem resolution. You will utilise your ITSM/ITIL skills to manage our local incident and problem management, while also enhancing our processes in collaboration with our POS suppliers and internal stakeholders. With operations in over 60 markets, 4300+ stores, and more than 100,000 users worldwide, you will have the opportunity to make our POS system�s incident and problem handling best in class.
Join a dynamic and supportive team of skilled colleagues who are passionate about driving improvements and solving challenges together. With endless learning opportunities and a collaborative environment, working with POS is both rewarding and fun!
Our organisation values continuous improvement, and you will play a key role in identifying new opportunities and improvement of processes, creating value for our users and customer by solving incidents and problems quicker.
Some of your responsibilities will include:??
Driving incident and problem forum
Implementing H&M standard ITIL processes with suppliers
Collaborating with internal stakeholders to improve incident and problem process
Collaborating with suppliers to improve incident and problem process
Measuring and improving incident and problem process together with suppliers
Driving internal POS CAB
Managing configuration for the POS area in ServiceNow
Qualifications
To be successful in the role, we believe you are a team player with a proactive and helpful approach, fostering collaboration and collective success. You have a positive mindset, are communicative and socially confident, fostering positive interactions with colleagues and customers.
What you need to succeed:
Knowledge of ITIL
Experience with problem and incident management
Experience of working in ServiceNow
Experience of working with tear 1 suppliers
Relevant education and experience as a software or technical engineer?
Excellent problem-solving skills and attention to detail
Extra credit if you have any of these skills:?
Experience with problem and incident management in a global retail business
Knowledge of POS system
Experience and understanding of security and compliance
Experience and understanding of the value of E2E monitoring
Additional Information
This is a full-time permanent position, starting as soon as possible according to the agreement. The role is an on-site position, based in our office in Stockholm, Sweden.
Apply by sending in your CV in English as soon as possible. Due to data policies, we only accept applications through the career page. Please note we will start the selection process in January.
Benefits
We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET. In addition to our staff discount, all our employees are included in our H&M Incentive Program � HIP. You can read more about our H&M Incentive Program here.
In addition to our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment type and countries.
Inclusion & Diversity
H&M is a part of H&M Group. At H&M Group, we�re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people that share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, on what we perceive possible and on how we choose to relate to our colleagues and customers all over the world. Hence all diversity dimensions are taken into consideration in our recruitment process.
We are committed to a recruitment process that is fair, equitable, and based on competency. We therefore kindly ask you to not attach a cover letter to your application.
Company Description
H&M is a fashion brand that offers the latest styles and inspiration, from fashion pieces and unique designer collaborations to affordable wardrobe essentials. Our business idea is fashion & quality at the best price in a sustainable way. Learn more about H&M here.
1
Service Now
Tools: ITIL
No
64
12/12/2024
AustralianSuper
Other
BFSI / Fintech / NBFC
Melbourne, Victoria, Australia
Other Cities
Major Incident & Problem Manager
Managerial
Problem Manager
Pls See The Job Detail
Not disclosed
Other
At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and deliver better outcomes for members.
Your New Role
Reporting to the Manager - Service Management, the Major Incident and Problem Manager is a key role for Technology Services and the Fund. T his role is responsible for the effective handling, management, coordination, and escalation of unplanned service interruptions, with the aim of restoring service as quickly as possible. During Major Incidents, this role leads the team tasked with speedy resolution, including internal resources and outsourced vendors.
This role is also responsible for coordinating the identification, diagnosis, and root-cause analysis of problems, and driving the problem management process - including a strong focus on proactive problem management.
Some of your duties will include, but not limited to:
� Coordinate responses to major unplanned service interruptions, prioritising the minimisation of business disruption and adherence to SLAs.
� Coordinate the management of Major Incidents, ensuring effective mobilisation of global response teams and prioritisation of tasks.
� Oversee all actions and recommendations necessary to resolve incidents, escalating to in-house experts or engaging external vendors as needed to minimise customer impact.
� Monitor and manage unresolved incidents, including problem analysis and resolution activities, while keeping key stakeholders informed of progress and escalation as required.
� Coordinate and manage post-incident reviews for major incidents, with a focus on root cause identification and driving actions to prevent reoccurrence.
� Lead problem management forums with stakeholders across the Fund, focusing on driving actions resulting from post-incident reviews.
What You'll Need
� 8+ years demonstrated experience in Incident and/or Problem Management in a complex technology environment
� Relevant ITIL certifications with extensive knowledge of IT service management and ITIL processes, including Incident, Problem, and Change Management
� Proven ability to implement ITSM improvement initiatives that promote quality assurance and consistency
� Strong understanding of a broad range of IT systems and technologies, spanning Digital (web, mobile apps, databases), infrastructure, and applications
� Ability to develop and maintain high-quality relationships with stakeholders at all levels, within and outside the Fund
� Excellent spoken and written communication skills
� Strong negotiation, influencing, and problem-solving skills
� Proven ability to lead and inspire teams (indirectly) toward a common objective
� Dedication to excellent customer service and a collaborative, responsible, team-player attitude
Life at AustralianSuper
AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.
We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.
What's Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required.
Progress powered by purpose.
Agencies please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.
1
ITIL
....Incident and/or Problem Management in a complex technology environment
� Relevant ITIL certifications with extensive knowledge of IT service management and ITIL processes, including Incident, Problem, and Change Management
� Proven ability to implement ITSM improvement initi....
Tools: ITIL
No
Certification Req./Pref.
65
12/12/2024
Amaze Systems
Other
IT / Software Dev
Lansing, MI
United States
Major Incident Manager
Managerial
Major Incident Manager
Pls See The Job Detail
Not disclosed
Other
Job Role : Major Incident Manager
Location: Lansing, MI (Day1 Onsite)
Type: Full time
Job Description :
Major Incident Manager is responsible for the end-to-end management of all IT major incidents. Their role and responsibilities are extremely varied and include (amongst others)
Responsibilities:
� Leveraging technology to issue all communications and providing key stakeholder management
� Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
� Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
� Matrix management of people, processes and resources including third parties � including resolving conflict to move forward to resolution
� Being accountable for resolving the outage via workaround or permanent fix
� Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
� Supporting and nurturing process improvements and knowledge base improvements
Continually maintaining and developing tools and resources
1
No
66
12/12/2024
NEORIS
Other
IT / Software Dev
M�xico, Mexico
Other Cities
INCIDENT MANAGER - Consultant
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
En NEORIS es un acelerador Digital que ayuda a las compa��as a entrar en el futuro, teniendo 20 a�os de experiencia como Socios Digitales de algunas de las mayores compa��as del mundo. Somos m�s de 4,000 profesionales en 11 pa�ses, con nuestra cultura multicultural de startup en donde cultivamos innovaci�n, aprendizaje continuo para crear soluciones de alto valor para nuestros clientes.
Estamos en b�squeda de INCIDENT MANAGER
Principales Responsabilidades
Liderar la gesti�n y resoluci�n de incidentes cr�ticos para minimizar el impacto en los servicios de TI y restaurar la normalidad en el menor tiempo posible.
Coordinar equipos multidisciplinarios, incluyendo infraestructura, desarrollo y seguridad, para resolver incidentes complejos cumpliendo con los SLA definidos.
Realizar an�lisis de causas ra�z (RCA) para identificar problemas subyacentes y desarrollar planes de mitigaci�n que reduzcan futuras interrupciones.
Administrar y configurar herramientas ITSM como ServiceNow, BMC Remedy y Jira Service Management para la gesti�n, seguimiento y automatizaci�n de flujos de trabajo de incidentes.
Dise�ar y supervisar procesos de escalaci�n para garantizar una respuesta �gil y efectiva.
Requerimientos
+4 a�os de experiencia en roles de Service Desk y Gesti�n de Incidentes0
Dominio en la gesti�n de incidentes de alta prioridad y su resoluci�n dentro de los tiempos establecidos.
Experiencia avanzada en ServiceNow.
Conocimientos en BMC Remedy y Jira Service Management.
Configuraci�n de flujos de trabajo y generaci�n de reportes en herramientas ITSM.
Experiencia en la optimizaci�n de protocolos de escalaci�n y alertas proactivas
Trabajo en equipo: Capacidad para colaborar con equipos t�cnicos multidisciplinarios y alinear esfuerzos hacia objetivos comunes.
Comunicaci�n efectiva: Adaptar mensajes t�cnicos a diferentes niveles de la organizaci�n.
Proactividad e iniciativa: Identificar oportunidades de mejora y liderar su implementaci�n.
Ofrecemos
Esquema 100% Nominal
Prestaciones de Ley
Paquete de Beneficio
Programa Bienestar
Plan de desarrollo profesional
Colaboraci�n multicultural
Te invitamos a conocernos en http://www.neoris.com, Facebook, LinkedIn, Twitter o Instagram: @NEORIS.
Natalia Acosta Rodriguez
1
BMC Remedy
Tools: BMC Remedy, Jira
No
67
12/12/2024
So Energy
Other
Renewable / Solar / Wind Energy
London, England, United Kingdom
England
Service Desk and Incident manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
?? UK, Hybrid
?? Our Perks
Values-driven culture � we�re really proud of our culture.
?? Drive Your Own Experience
Personalised Learning and Development Budget
Hybrid working hours � Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
Technology � Your choice of Mac or Windows
? Empowering you to be your most authentic self
25 Holiday Days + your local bank holidays
1 Birthday day � it only happens once a year!
3 So Giving Days - spend these days giving back to your chosen cause
Religious Celebrations Leave
Mental Healthcare � Sessions with Unmind
Enhanced Family Leave
So Energy
Who we are
So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we�ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we�re not done. We�re on the road to a net zero future, and thanks to our partnership with ESB, we�re well on the way. We�re customer-centric, tech-led, and passionate about sustainability.
We want to do the best we can for our customers, each other, and our planet, so we�ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:
Clear
Honest
Ambitious
Inquisitive
Caring
Sustainable
The Role
Service Desk and Incident Manager at SO ENERGY
As the service desk Manager you will be responsible for managing a team who provides first- and second-line technical support. You will ensure support of existing and emerging information and communications technology (IT) services, and provide input technical advice to project teams, You will ensure that the support team undertakes development so that they can advise on future projects and current issues and manage and monitor service desk service level agreements (SLAs) and performance.
As the incident manager you will be responsible for the management and resolution of incidents within the organization. You will work to identify and resolve incidents in a timely and efficient manner while ensuring that all relevant parties are kept up to date on the status of the incident. As the Incident Manager you will also be responsible for developing and implementing processes and procedures for incident management.
Reporting into our Head of IT
What you�ll be getting up to:
Daily management of Service Desk team
Oversees Incidents and Service Requests throughout the lifecycle
Management of first-line investigation and diagnosis of all Incidents and Service Requests
Ensure incidents are correctly assigned to the appropriate resolver team, prioritised and backlog appropriately managed
Drive the Incident management system and processes, including optimisations, automation, maintenance & reporting
Ensuring communication is clear and consistent, leveraging automation where possible
Create a monthly incident reporting pack including meaningful insights such as data and trend analysis, and executive summary
Lead monthly Incident Management forum meetings, incident retrospectives and lessons learned
Drive business awareness and acceptance of responsibilities of business service owners
Ensure that Incident Management Process documentation and relevant polices are kept up to date
Ensure all systems are auditable for regulatory requirements
This role will be a great fit if:
Demonstrable experience of managing a fast paced Service desk
Demonstrable experience of Incident management processes
Experience in embedding Incident management processes into an evolving business
Gaining the buy in from Key business stakeholders outside the IT world to support Incident management
Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.
So, if this role excites you, don�t let our role description hold you back, get applying!
Want to tailor your application?
Hiring Process
Talent Interview with Head of Talent
Technical interview with Andy Lee, Security Engineering Manager and Rhianna Dunn, People Partner
Leadership interview with Muhammad Khan, Technology Director and Lucy Webb, Head of People Partnering
Applications may take slightly longer to be reviewed due to the time of year, so please please bear with us.
Support � If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best � please let us know so we can talk about how we can best support you and make any adjustments that may be needed.
Our Values
We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.
Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues
Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.
Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.
Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers
Caring - We care about the work we are doing, our customers and our colleagues
Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.
Diversity, Equity, Inclusion & Belonging
At So Energy, we�re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It�s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn�t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.
Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry�s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world�s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com
Job Description
As an Infrastructure Incident Manager for the IT Incident Management Team, you will be reporting directly to the Incident Management Team Leader.
You will oversee the Incident Management process and support our internal clients in delivering high-service quality and satisfaction.
The right person will also be comfortable interfacing with clients and managing intricate and sensitive client relationships, ensuring they are fostering these relationships until resolution has been reached.
We expect the ideal candidate to contribute to our positive team culture by sharing our values:
outstanding service to our customers, partners, and each other;
respect, accountability, and excellence in everything we do.
In this process, you will act as a link between our internal clients� needs and the IT Department by providing quality and operational Incident Management process and detailed descriptions or reports where necessary. You will thus be required to work closely with the IT Infrastructure support engineers, as well as Security and Application Teams, in a youthful and competitive environment, which will enrich your experience and broaden your perspective.
Requirements:
Minimum 2-3 years of Incident Management experience;
ITIL based framework experience;
Ability to document information;
Good knowledge of at least one monitoring system: Zabbix, Elastic Stack, Prometheus/Grafana, or other monitoring system solution;
Basic knowledge of Web technologies: Protocols: HTTPS, TCP/IP, DNS, Nginx/Apache;
Scripting: Bash/JavaScript/Python/Ansible;
Basic knowledge of Networking technology: VPN/LAN/WAN, Firewalls, Load Balancers;
Knowledge of Atlassian Suite � Confluence / Jira Service Desk / JIRA Software / JIRA Incident Management.
1
Ansible
Tools: Ansible, Confluence, ITIL, Jira
No
69
12/12/2024
Devoteam
Other
BFSI / Fintech / NBFC
Lisboa, Lisbon, Portugal
Other Cities
Banking Sector | Incident Manager (Hybrid)
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Company Description
At Devoteam, we believe that technology with strong human values can actively drive change for the better. Discover how Tech for People unlocks the future, creating a positive impact on the people and the world around us. We are a global leading player in Digital Transformation for leading organisations across EMEA, with a revenue of �1B. We believe in transforming technology to create value for our clients, partners and employees in a world where technology is developed for people. We are proud of the culture we have built together. We are proud of our people at the service of technology. We are proud of our diverse environment. Because we are #TechforPeople. Join our multidisciplinary team of Cloud experts, Designers, Business consultants, Security experts, Engineers, Developers and other extraordinary talents, spread across more than 20 EMEA countries. Become one of our +10.000 tech and business leaders on cloud, data and cyber security. Let�s fuse creativity with technology together and build innovative solutions that actively change things for the better.
Job Description
Take control of incidents and manage them from start to finish with the necessary contacts to minimize the impact and respect safety standards;
Create and follow up on tickets in order to maintain a chronology and ensure a complete analysis of the incident;
Organize and conduct status updates with companies, technicians and suppliers;
Prepare status reports;
Report incidents to the Service Delivery Manager so that they can be passed on to the crisis unit;
Organize and write daily weather reports;
Create problems for recurring incidents;
Improving the knowledge base to anticipate or control incidents;
Ensure daily maintenance of low stock levels;
Organize weekly incident reviews: share non-replication action plans and share non-replication and service improvement action plans with service delivery managers, business units and service delivery managers.
Qualifications
Previous professional experience in similar roles;
Solid experience with Service Now;
Experience with ITIL;
Knowledge of Windows and Linux environments;
Fluency in English;
French (plus).
Additional Information
Devoteam Group works for equal opportunities, promoting its employees based on merit and actively fights against all forms of discrimination. We are convinced that diversity contributes to the creativity, dynamism and excellence of our organization. All of our vacancies are open to people with disabilities.
Hybrid (WFO+WFH)
1
Service Now
Tools: ITIL, Service Now
No
70
12/12/2024
Devsu
Other
Education / Training / E-Learning / Edtech
Quito, Pichincha, Ecuador
Other Cities
Gestor de Incidentes Mayores - Sector Bancario
Unknown
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Estamos buscando un Gestor de Incidentes Mayores, presencial en Quito/Ecuador.
Un gestor de incidentes mayores es un Arquitecto de soluci�n con habilidades espec�ficas de gesti�n de incidentes y conocimientos de ITIL, entre otros. El gestor de incidentes mayores es el responsable de la orquestaci�n y decisiones t�cnicas que se apliquen dentro una War Room. Es una persona totalmente empoderada que deber� tener el contexto y el control de todo incidente mayor.
Adem�s, deber� tener capacidad para desarrollar tareas referentes a otros procesos de la SMO, siendo este �ltimo parte de sus tareas o responsabilidades cotidianas, entiendo que la atenci�n de incidencias cr�ticas es su m�xima prioridad.
Requirements
M�nimo 3 a�os como arquitecto de soluciones, con conocimientos de ITIL
Experiencia en la gesti�n de incidentes cr�ticos en servicios de gran envergadura
Conocimiento avanzado de ITIL (preferentemente en su versi�n 4)
Experiencia como arquitecto de soluci�n con enfoque en gesti�n de crisis
Excelentes habilidades de comunicaci�n y liderazgo
Experiencia en herramientas de seguimiento de tickets y gesti�n de incidencias
Conocimiento en an�lisis de datos y generaci�n de informes
Conocimientos t�cnicos:
Cloud Infraestructura de TI
Redes y Networking
Seguridad TI
Servicios en la nube
Contenedores (Docker, Kubernetes)
Funciones principales:
Liderar la gesti�n t�cnica y la resoluci�n de incidentes cr�ticos
Orquestar decisiones y acciones t�cnicas en la War Room
Delegar y asignar responsabilidades seg�n las necesidades del incidente
Validar decisiones t�cnicas y asegurar su correcta ejecuci�n
Gestionar el p�nico y mantener un enfoque estructurado en situaciones de crisis
Participar en la gesti�n de cambios y colaborar con el Change Advisory Board (CAB)
Alinear equipos mediante una comunicaci�n clara y efectiva.
Benefits
Un contrato estable a largo plazo. Entrenamiento cont�nuo. Seguro de Salud Privado. Trabajar�s con algunos de los ingenieros de software m�s talentosos de Am�rica Latina y los EEUU, haciendo un trabajo desafiante y software de clase mundial.
1
ITIL
Tools: ITIL
Trainer/ Mentor/ Education Jobs
No
71
12/12/2024
NEURONES-IT
Other
IT / Software Dev
Paris, �le-de-France, France
France
Incident Problem Change Manager - F/H
Managerial
Change Manager
Pls See The Job Detail
Not disclosed
Other
Neurones IT est un cabinet de consulting sp�cialis� dans la gestion des Infrastructure IT et leader incontest� des services manag�s en r�gion parisienne qui existe depuis plus de 30 ans.
Nous disposons d'une structure � taille humaine avec peu de hi�rarchie et une forte proximit� entre tous les collaborateurs du groupe.
Aujourd�hui, plus de 250 clients prestigieux nous font confiance.
Nous leur apportons un haut niveau d'expertise gr�ce � nos experts sp�cialis�s dans les domaines de la production, du cloud, de l�infrastructure, le DevOps et les R�seaux et S�curit�.
Quel que soit le p�rim�tre du projet, nous accompagnons nos clients de A � Z, la vraie force de Neurones IT est de faire du sur mesure d�o� notre slogan : Vos OPS sur mesure.
De plus, notre politique manag�riale est reconnue sur le march� � travers le dernier barom�tre CAPITAL. N�h�sitez plus et rejoignez l�un des meilleurs employeurs de France !
Pour l'un de nos clients grands comptes, nous recherchons aujourd'hui notre futur Incident Problem Change Manager - F/H.
Pour cela, vous serez amen� � travailler sur un projet � forte valeur ajout�e et vos missions seront les suivantes :
Suivre le portefeuille des incidents / probl�mes, demandes ou changements en cours.
Assigner et coordonner les diff�rentes �quipes techniques dans la r�solution des incidents en P1 notamment en g�rant la cellule de crise et assurer la communication r�guli�re et l'atteinte des objectifs en terme de d�lai et de qualit� de traitement / service.
Participer � l�am�lioration continue du processus de gestion des incidents et des probl�mes. Ceci implique l�anticipation de la r�currence d�un incident, par la gestion d�un probl�me et d�un traitement pour une r�solution, mais aussi par l�industrialisation de la r�currence de certaines t�ches si possible.
Etudier, hi�rarchiser et cat�goriser les demandes qu�elles soient soumises par le client ou en interne et doit �tre en capacit� de les rejeter lorsqu�elles sont hors p�rim�tre notamment.
Pr�parer et participer aux instances sur son p�rim�tre (comit� des changements, comit� des incidents/demandes, des probl�mes, de production, etc).
Assurer la cr�ation, l�analyse et la distribution / pr�sentation des suivis / rapports / statistiques de gestion des changements / demandes / incidents et probl�mes (outil Client ainsi qu�Excel/PowerPoint).
G�rer un calendrier de modifications (DMC sur les MEPP et MEP) consolid�es et r�soudre les conflits d'ordonnancement / planification en fonction des comp�tences requises de l��quipe (identifier les demandes de changements qui n'ont pas �t� trait�es en temps opportun et prendre les mesures appropri�es).
N�gocier les temps d'arr�t aupr�s des Responsables Techniques d�applications du client. S'assurer que les changements sont communiqu�s de mani�re opportune et ad�quate.
Pr�requis du poste :
Vous �tes dipl�m�(e) d�une �cole d�Ing�nieur ou d�une formation sup�rieure �quivalente et vous disposez de plus de 5 ans d�exp�riences.
Vous disposez des connaissances concernant la m�thodologie ITIL.
Venez relever les challenges de demain au sein de Neurones IT !
�comp�tences �gales, ce poste est accessible aux personnes en situation de handicap.
1
ITIL
Tools: ITIL
No
72
12/12/2024
Inside
Other
IT / Software Dev
Lyon, Auvergne-Rh�ne-Alpes, France
France
Incident Manager H/F
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Inside est apporteur de solutions, de services et de valeurs aupr�s des entreprises et DSI pour une transformation digitale agile.
Au c�ur de nos expertises :
Ops et infra
Accompagnement et pilotage de projets IT
Transformation DevOps
Digital & D�veloppement
Externalisation IT
Inside, c'est aussi une organisation collaborative qui b�n�ficie d'un environnement d�cloisonn� gr�ce � nos Squads, nos Guildes et nos 2 Centres de Comp�tences Digital et Infra qui sont les catalyseurs de nos diff�rentes comp�tences. Un m�lange de culture et une libert� de penser favorisant � la fois notre excellence op�rationnelle et l'�panouissement de nos 400 Insiders sur nos 8 agences.
Notre groupe est certifi� Great Place to Work et est class� 16�me Best Workplace France ! Au c�ur de nos engagements : la qualit� de vie au travail, la mont�e en comp�tences et des actions sociales et citoyennes.
Pourquoi rejoindre Inside ?
Coconstruisons votre aventure professionnelle ! Car il y a le poste pour lequel vous nous rejoigniez et la carri�re que vous ferez : choix de vos missions, parcours de formation et de certification personnalis�s, projets d'entreprise au-del� de son job...
Partageons nos savoir-faire ! Pour grandir ensemble, il y a diff�rentes communaut�s techniques et apprenantes pour grandir de ses pairs ou partager ses savoir-faire.
Equilibrons nos vies priv�es et pro ! Accord et programme de Qualit� de vie au travail, droit � la d�connexion, t�l�travail... Des actions essentielles pour se sentir bien.
Pr�servons la plan�te ! Charte employeur pro-v�lo, mobilit� douce et multimodale, communaut� interne �co-responsable, green IT... Des actions qui nous tiennent � c�ur !
Inside Lyon recherche son futur Incident Manager F/H pour rejoindre l'un de nos clients Grands Comptes.
Vos missions :
En tant qu'Incident Manager, vous aurez pour mission d'assurer l'efficacit� et l'efficience du processus de gestion des incidents :
G�rer les incidents majeurs
Piloter les flux/stock d'incidents
Identifier des incidents non-standards, critiques et �ligibles � la crise
R�aliser et fournir des indicateurs de suivi
...
Votre profil :
Vous avez au moins 5 ans d�exp�rience sur un poste similaire. L'anglais n'a pas de secret pour vous. Vous avez une bonne r�sistance au stress et �tes rigoureux et organis�. La certification ITIL est un plus. Vous �tes dot� de bonnes qualit�s relationnelles et vous aimez travailler en �quipe ? Alors n'attendez plus et rejoignez-nous !
Poste ouvert aux personnes en situation de handicap
1
ITIL
....ous rejoigniez et la carri�re que vous ferez : choix de vos missions, parcours de formation et de certification personnalis�s, projets d'entreprise au-del� de son job...
Partageons nos savoir-faire ! Pour grandir ensemble, il y a diff�rentes communaut�s techniques et apprenantes po....
Tools: ITIL
No
Certification Req./Pref.
73
12/12/2024
NEC Software Solutions
Other
IT / Software Dev
Hartlepool, England, United Kingdom
England
Major Incident Manager
Managerial
Major Incident Manager
Pls See The Job Detail
Not disclosed
Other
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
Please note - this role can be hybrid from our Hartlepool or Chippenham Office.
Responsibilities
Develop and own the end-to-end process & delivery within NEC for Major Incident Management
The ability to lead and develop a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team.
Measure, monitor and review performance of the team and process using KPIs and CSFs, to ensure they are meeting the needs of our business and align to our IT strategy
Ensuring the team is performant and skilled to the appropriate level
Allocation of work within the team
Support bid responses and the development of service offerings with the business stakeholders
Be involved in maintaining compliance through preparation and attendance at internal and external audits particularly ISO 20000 audits.
Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements
Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
Work very closely with other process managers to ensure a full ITIL aligned end to end service is available to stakeholders
Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams.
Ensuring adherence to contractual SLAs
Provide Major Incident reporting as required by each contract
A strong communicator both verbally and written at both a technical and stakeholder level.
An understanding of ITIL Major Incident management techniques.
An ability to balance and plan the short-term actions of the team.
Knowledge and understanding of all relevant industry standards.
Knowledge and understanding of best practices for service management.
Strong communication skills, including the ability to be influential and persuasive with stakeholders.
An understanding of all of NECSWS business areas.
An ability to think critically about systems and to make adjustments consistently as needed.
The ability to manage time effectively while setting the tone of the team through leadership.
Ensuring that all processes used by service management are thoroughly documented, consistently audited, and regularly improved.
Ownership of the escalation management process
Must be able to remain calm and focused in high pressure scenarios.
Take part in the On Call Rota
Qualifications
Essential Skills
5 Years+ demonstrable Service Management experience, with a focus on Major Incident Management
Stakeholder Management
Resource Management
Possess excellent customer service skills and an ability to innovate
Excellent communication and business writing
Working knowledge and experience of the ISO20000 Service Management Standard
Ability to lead from the front and mentor both direct reports and the wider team to achieve the best they possibly can
Excellent problem solving skills
Good working knowledge of infrastructure and application technologies
Essential Qualifications
ITIL v3 Foundation
ITIL v3 Intermediate Qualification
Eligible for NPPVL3 + SC clearance
Desirable Qualifications and Skills
ITIL v4 Foundation
ITIL v4 Intermediate Qualification
Additional Information
We are proud of the benefits we offer employees of NEC Software Solutions
Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
25 days paid holiday with the option to buy/ sell
4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
A fantastic selection of flexible benefits to suit your individual needs
We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
OTHER INFORMATION
Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are:
We�re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.
Working with us, you�ll be helping our 3,000+ employees push the boundaries of what�s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.
We�d love your help. And we�ll support you all the way.
1
ITIL
Tools: ITIL
No
74
12/12/2024
Binar Academy
Other
Education / Training / E-Learning / Edtech
Jakarta Metropolitan Area
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Hello Everyone,
BINAR Job Connect is excited to share a job opportunity for a Incident Manager with our hiring partner (IFG Life). Here are the details.
Role Summary:?
As an Incident Manager, you will be responsible for coordinating and managing the response to critical system incidents, ensuring minimal service disruption and swift resolution. You will lead cross-functional teams during incidents, facilitate communication between stakeholders, and drive continuous improvement in incident management processes.?
Key Responsibilities:
Lead incident response and management activities
Coordinate cross-functional teams during major incidents
Drive incident resolution and recovery efforts
Maintain incident documentation and reports
Facilitate post-incident reviews and implement improvements
Monitor system health using observability tools
Develop and maintain incident response playbooks
Ensure compliance with SLAs and incident management procedures
Qualifications:
Education:
?Bachelor's degree in Information Technology, Computer Science, or related field
ITIL certification preferred
Professional Experience:
?Proven track record in managing major incidents
Experience in coordinating cross-functional teams
Background in IT service management
Previous roles in IT GC/GRC are welcome to apply
Technical Skills:
?Proficiency in ITIL framework and ITSM processes
Experience with Datadog or similar monitoring tools
Understanding of cloud technologies
Knowledge of cybersecurity fundamentals
Familiarity with incident management tools
Required Knowledge:
ITIL best practices
IT Service Management principles
Incident management processes
Cloud infrastructure concepts
Basic security protocols
System monitoring and alerting
Governance and compliance frameworks
1
ITIL
....strong>Bachelor's degree in Information Technology, Computer Science, or related field
ITIL certification preferred
Professional Experience:
?Proven track record in managing major incidents
Experience in coordinating....
Tools: ITIL, Monitoring Tools
Trainer/ Mentor/ Education Jobs
No
Certification Req./Pref.
75
12/12/2024
Rpctech
Other
IT / Software Dev
San Donato Milanese, Lombardy, Italy
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Informazioni sull'Azienda
Stiamo cercando un Incident Manager che sar� inserito nel gruppo di lavoro di un nostro cliente.
L'attivit� si svolge in modalit� ibrida con presenza di 2 volte a settimana presso la sede del cliente a San Donato Milanese (MI).
E' prevista la reperibilit� su turni.
Competenze richieste
Esperienza di almeno tre anni nel ruolo
Gestione delle code di incident
Buone capacit� di leadership
Buona conoscenza e troubleshooting su sistemi operativi Windows e Linux
Esperienza nell'utilizzo di ServiceNow
Gamma di Pagamento e Pacchetto di Compensazione
RAL: 22.000� - 27.000�
Dichiarazione di Parit� di Opportunit�
Il presente annuncio � rivolto a candidati di entrambi i sessi, in conformit� con il D.Lgs. 198/2006.
Processo di Selezione
L'iter di selezione comprende un colloquio conoscitivo, un colloquio tecnico con il Delivery Manager ed infine un colloquio con un Partner. Qualora il tuo profilo non dovesse essere in linea con quanto ricerchiamo saremo felici di conservare il tuo CV nel nostro database per poterlo rivalutare per altre opportunit�.
1
Service Now
No
76
12/12/2024
A.P. Moller - Maersk
Other
Express Delivery / Transport / Logistics & Supply Chain
Manila, National Capital Region, Philippines
Other Cities
Major Incident Manager
Managerial
Major Incident Manager
Pls See The Job Detail
Not disclosed
Other
A.P. Moller - Maersk is a global leader in container logistics, responsible for a significant portion of global trade. Their vision is to become the world's integrator of logistics, simplifying and connecting customer supply chains.
key Responsibilities:
Play a key role within the new 24/7 Operations Command and Control Centre based in Pune.
Lead, coordinate, and facilitate high-priority major incident service restoration and mitigation as quickly as possible.
Manage, maintain, support, and improve the Maersk IT Support, Operations, and Engineering department�s ability to respond to incidents across the entirety of the IT Infrastructure estate.
Drive Service Management best-practice and ITIL process compliance across the business.
Work with vendors and subject matter expert colleagues to identify appropriate paths to resolve the issue and stop the ongoing business impact.
Document, communicate and log follow up actions for later triage, prioritisation, and action to avoid recurrences.
Make recommendations based on clear, reasoned arguments and be able to spot problems before they occur.
Whom we are looking for:
Work experience in IT Service Management
8+ years relevant Major Incident Management
Demonstrable experience in a fast-paced operations environment.
Proven experience gained in a similar role, within a large global/enterprise organization.
Proven abilities to communicate with key stakeholders across the business and IT.
Ability to analyse a high volume of technical data
Strong problem solving, analytical, and time management skills.
Understanding of enterprise infrastructure including servers, networks, storages, databases etc.
Broad knowledge of industry standard enterprise applications services
Broad understanding of change and problem management for establishing handshake between processes.
Proven Service Management background based on ITIL principles and practices.
Business skills:
Strong verbal and written business communication and collaboration skills to articulate, rationalise situations during incidents.
Ability to translate between technical language and business language.
Diplomatic and Robust with the ability to act in a complex business environment.
Be enthusiastic and passionate about providing 'best in class' service.
Diligent prioritisation of multiple work streams and projects.
Strong conflict management acumen.
Quick adaptation to significant process changes / overhaul of business functions.
Use systematic methodology to evaluate, design and implement process or technology change to achieve measurable business benefit.
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.
Axians, es la marca de VINCI Energies especializada en las tecnolog�as de la informaci�n y las comunicaciones (TIC), que proporciona un amplio espectro de soluciones y servicios para atender las necesidades de las empresas en infraestructuras IT y comunicaciones.
VINCI Energies, apuesta por la igualdad de oportunidades para todas las personas, independientemente de su condici�n, con planes corporativos destinados a asumir un fuerte compromiso con la no discriminaci�n y fomentar un entorno respetuoso, asegurando un comportamiento �tico entre todas las personas que formamos VINCI Energies.
�Qu� necesitamos?
Actualmente nos encontramos en b�squeda de un perfil de Incident Manager (H/M), para uno de nuestros clientes en nuestras oficinas de Madrid.
Perfil:
Estudios t�cnicos: Ingenier�a Inform�tica, Telecomunicaciones o similar.
Experiencia: Al menos 5 a�os en empresas del sector de las Telecomunicaciones con labores y responsabilidades similares.
Ingl�s Avanzado
Certificaci�n en ITL
Funciones:
Coordinaci�n y resoluci�n de incidentes de extremo a extremo dentro de la organizaci�n MNS, garantizando que se detecten y resuelvan de manera oportuna y eficaz.
Garantizar la integraci�n operativa de la gesti�n de incidentes con todas las pr�cticas relevantes involucradas para resolver el incidente (monitoreo, help desk, conocimiento, cambio, ...)
Gesti�n y control durante incidentes importantes y significativos, reuniendo a los equipos de soporte necesarios para garantizar una resoluci�n r�pida.
Responsable de comunicarse con las partes interesadas, proporcionar actualizaciones de estado y coordinar al equipo de respuesta a incidentes. Mantener a las partes relevantes actualizadas sobre el estado de los incidentes
Responsable de monitorear, analizar e informar tendencias en incidentes, problemas y riesgos y el cumplimiento de las pol�ticas y procesos establecidos. Informar sobre incidentes y tendencias
Dirigir la ejecuci�n del proceso, incluidas todas las partes involucradas
Garantizar que el proceso de incident se ejecute seg�n el proceso definido
Escalar incidentes seg�n sea necesario (Coordinadores de L1 y L2, SDM, SM, etc)
Supervisar el trabajo de los equipos de respuesta a incidentes
Comunicaci�n con los Local IT del cliente sirviendo de punto de escalado dentro de la matriz de escalados de los incidentes.
�Qu� ofrecemos?
Contrato indefinido
Salario competitivo en funci�n de la val�a profesional y experiencia del candidato.
Beneficios sociales.
Formaci�n y desarrollo profesional.
Retribuci�n flexible.
Medidas de conciliaci�n: flexibilidad horaria y teletrabajo.
VINCI Energies est� presente en 53 pa�ses y ofrece soluciones y servicios cada vez m�s innovadores en cuatro l�neas de negocio: infraestructuras, industria, sector servicios y TIC. A trav�s de estas actividades, VINCI Energies tiene una capacidad �nica en el mercado de conectar las infraestructuras, edificios e instalaciones industriales a sistemas de informaci�n y energ�a cada d�a m�s fiables, seguros y eficientes, gracias a un servicio integral que cubre desde el dise�o hasta la implementaci�n, operaci�n y mantenimiento, infraestructuras de energ�a, transporte y comunicaci�n.
VINCI Energies responde a los retos actuales de movilidad, energ�a, medio ambiente y convivencia mediante una din�mica constante de innovaci�n de sus ofertas y soluciones, con la participaci�n de nuestros clientes y dem�s partes interesadas para contribuir a la construcci�n de un mundo m�s sostenible.
En Espa�a VINCI Energies despliega su oferta a trav�s de 3 marcas: Axians, Actemium y Omexom.
1
No
78
12/12/2024
AS International Group
Other
IT / Software Dev
Paris, �le-de-France, France
France
Incident manager H/F
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
AS International Group, soci�t� de conseil et de solutions innovantes en informatique, se positionne aujourd�hui comme le partenaire incontournable des grands comptes et PME, dans leur strat�gie de transformation digitale.
Nous recherchons activement un(e) incident manager afin d'int�grer notre client grand compte.
Vos missions seront les suivantes :
Piloter au quotidien la r�solution des incidents majeurs sur l�ensemble du SI
D�clencher et piloter les cellules de crise avec les �quipes IT
Cr�ation et diffusion des communications aux diff�rentes Directions M�tiers et IT lors des incidents majeurs
Animer les r�unions post-mortem et s�assurer du suivi des plans d�action
Am�liorer le processus de gestion des incidents majeurs (priorisation et qualification de l�incident, communication)
Profil :
Dipl�m�(e) d'un Bac+ 3/5 en Informatique ; vous disposez d�une exp�rience d�au moins 2ans sur un poste similaire.
Vous �tes de nature rigoureuse, organis�e et pragmatique.
Votre aisance relationnelle vous permet d��tre � l�aise avec tout interlocuteur.
Vous savez avoir une communication rassurante, efficace et adapt�e dans toutes circonstances telles que des crises majeures
Une certification ITIL serait un plus
L'anglais serait un atout
Vous vous reconnaissez dans cette description et les missions propos�es ont attis� votre curiosit� ?
Alors, n�h�sitez plus et rejoignez-nous vite !
1
ITIL
....surante, efficace et adapt�e dans toutes circonstances telles que des crises majeures
Une certification ITIL serait un plus
L'anglais serait un atout
Vous vous reconnaissez dans cette description et les missions propos�es ont attis� votre curiosit� ?
</p....
Tools: ITIL
No
Certification Req./Pref.
79
12/12/2024
IT Minds LLC
Other
IT / Software Dev
Littleton, CO
United States
NOC Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
NOC Incident Manager @ Littleton, CO
Responsibilities
Job Description
Oversee the incident management process and team members involved in resolving the incident, as well as driving Ticket management analysis and follow-up until closure.
Assist with prioritizing/deprioritizing incidents according to their urgency and impact on the business.
Collaborate and escalate issues with the Advance Ops, Engineering & Vendor teams when critical/time sensitive support and resolution is needed.
Manage outage and emergencies, including the agreed assurance KPI�s & SLA.
Work in close collaboration across multiple functions within Dish: RF, Deployment & Integration teams, Tech Dev, Core, Cloud Infra, Network Engineering & Market teams.
Assist in tracking top issues and areas for continuous improvement and focus.
Drive resolutions for customer complaints (CXO) within service level agreements (SLAs) and ensure effective operational performance and management.
Own responsibility for Trouble Tickets updated with all the technical details, and troubleshooting MOP�s & templates
Responsible to ensure the Open Incident backlog is at optimum levels
Maintain the National Level Availability >99.50%.
Manage internal, external and customer incident escalations and follow-ups as well as process adherence.
Skills
Bachelor/Master's degree or equivalent.
Minimum of 8-10 years' of telecom/wireless experience.
Experience managing 4G/5G NOC shift environments and troubleshooting activities.
Able to organize and prioritize dynamic schedules, balance team work loads and ensure incidents are managed quickly and efficiently to resolution.
Knowledge of 5G functional components (Core, RAN, Network, Transport, PaaS and gNB configurations).
Motivated to grasp higher-level technology issues and troubleshoot to resolution.
Focused to work under pressure related to the scale of business impact and build strong working relationships both internally and externally.
Reliable, open and capable of working with minimum supervision.
Flexible, analytical thinker.
Enthusiastic and keen to learn new technologies and approaches.
Self-motivated, achievement-oriented with excellent people management skills and an ability to perform challenging tasks individually with ease.
Focused on being detail-oriented with strong organization skills.
Demonstrates ability to supervise and develop others.
Displays ability to work in a fluid atmosphere, handle multiple tasks and set priorities.
1
No
80
12/12/2024
Delasport
Other
IT / Software Dev
Sofia, Sofia City, Bulgaria
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
About Us:
Delasport is where technology meets the excitement of sports and gaming! As a leading powerhouse in iGaming software, we provide everything from sports betting to online casinos and player account management. Our platform is designed to make every player feel like the star of the show, with personalized experiences and cutting-edge technology at its heart.
Since 2010, we've made a significant impact in industry, earning awards and expanding our global presence. With offices in Bulgaria, Ukraine, and Malta, our team of over 400 experts is constantly driving innovation and striving for excellence.
Your Team:
At Delasport, you�ll work with a diverse and talented group of professionals who are passionate about redefining the iGaming experience. Your team will be dynamic, supportive, and dedicated to driving innovation, ensuring you have the resources and collaboration needed to excel.
We are seeking a proactive Incident Manager to oversee our incident management process, ensuring timely resolution and minimizing business impact. This role involves managing incidents, defining the incident matrix, and improving processes to align with organizational priorities and SLAs.
How You�ll Make an Impact:
Manage Incidents: Lead incident resolution, prioritize based on impact, and act as the single point of contact for major incidents.
Define Incident Matrix: Regularly review and update the incident matrix to categorize incidents by severity and response protocols.
Communicate with Stakeholders: Provide timely updates and serve as the bridge between technical teams and non-technical stakeholders.
Post-Incident Analysis: Conduct root cause analyses, implement corrective actions, and identify trends to improve resilience.
Optimize Tools and Processes: Enhance incident management tools, processes, and monitoring systems.
Train Teams: Conduct training and simulation exercises to ensure readiness.
Metrics and Reporting: Track incident metrics (e.g., MTTR, MTTD) and prepare detailed reports.
Who You Are:
Degree in Computer Science, IT, or related field.
Experience in incident management within a high-tech environment.
Familiarity with tools like ITIL, ServiceNow, and monitoring systems.
Strong leadership, problem-solving, and communication skills.
What We Offer to Make You Smile:
We�re not just about work, we�re about perks, too! Here�s what�s in it for you:
Competitive Salary Package: We value your expertise and hard work.
Time Off: 20+ vacation days to relax and recharge.
Perks & Vouchers: From celebrating birthdays to welcoming newborns, we�ve got you covered.
Health & Wellness: Comprehensive health insurance and a Multisport card.
Continuous Learning: Budget for courses, certifications, and self-development.
Central Office Locations: Work in a fantastic, accessible spot.
Wait, there's more:
Birthday Bash: Let�s celebrate YOU! Join our birthday parties to bring the team together and make everyone feel special!
Multicultural Days: Explore flavors and traditions! Experience the vibrant cultures of your colleagues through food, music, and fun activities!
Yoga Classes: Stretch and unwind! Join our yoga classes to relax and rejuvenate�perfect for some mid-day Zen!
Massages at the Office: Treat yourself! Enjoy on-site massages to melt away stress and tension right at your desk.
Chess Lessons: Checkmate your boredom! Join our chess lessons to sharpen your mind and have fun with friends!
Business English and Bulgarian for Foreigners Lessons: Level up your language skills! Our classes help you master Business English and Bulgarian for smoother communication!
Ready to Be Part of Something Big?
If you're excited to join a team that's revolutionizing the iGaming world and want to make a real impact, apply today. We can't wait to meet you!
1
Service Now
....urance and a Multisport card.
Continuous Learning: Budget for courses, certifications, and self-development.
Central Office Locations: Work in a fantastic, accessible spot.
Wait, there's more:
<....
Tools: ITIL
No
Certification Req./Pref.
81
12/12/2024
GCash
Other
BFSI / Fintech / NBFC
Metro Manila
Other Cities
Enterprise Incident Management Lead
Mid Level
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Do you want to take the first step in making Filipinos� lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!
Provides inputs related to individual work
plan/areas assigned to aid the development of
short, mid and long-term strategies of
Enterprise Risk Management
Assists in the review and development of
operational risk policies and standards for risk
management.
Assists in the implementation of strategic plans
to prevent, eliminate and mitigate operational
risks.
Assists the Incident Management Head in designing and
implementing the continuing enhancement of
the Risk Management function, especially the
Incident Management Framework and Process,
management philosophy and culture within the
organization.
Reviews and validates operational risk incidents
reported to the team.
Facilitates analysis on the root causes of
operational risk incidents and coordinate with
other stakeholders for investigation
Monitors committed action plans that will
address the operational risk incident reported
and propose process/control improvement as
needed.
What We Offer
Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package
1
No
82
12/12/2024
Endava
Other
IT / Software Dev
Bogota, D.C., Capital District, Colombia
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Company Description
Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.
By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.
From prototype to real-world impact - be part of a global shift by doing work that matters.
Job Description
Service Delivery ensures the delivery of our services to our clients and from our clients to their customers. They define and shape the best processes and tools for the client to maintain and increase a product�s value and manage the relationship between the client and our operational services teams. We are responsible for organization and governance, service design, operational excellence, customer experience, and continuous service improvement.
In this area, the Incident Manager oversees the resolution of IT incidents, ensuring minimal disruption to business operations. This role involves coordinating with various teams, investigating root causes, and implementing corrective actions to prevent future incidents.
Responsibilities:
Incident Management:
Receive, log, and classify IT incidents.
Coordinate incident response teams, assigning tasks and monitoring progress.
Conduct root cause analysis to identify underlying issues.
Implement corrective actions to prevent recurrence.
Update stakeholders on incident status and resolution.
Problem Management:
Identify recurring incidents and develop preventive measures.
Work with relevant teams to implement changes to improve system stability.
Knowledge Base Management:
Maintain a comprehensive knowledge base of known issues and solutions.
Share knowledge with team members to improve response times.
Reporting:
Generate incident reports and metrics.
Analyze data to identify trends and areas for improvement.
Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis
Service Improvement Management: ensures Continual Service Improvement (CSI)
Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
Acts as bridge between the client and internal operation managers.
Qualifications
4+ years of experience
Experience working in delivery of similar ITIL aligned services to SLAs.
Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
Excellent written and spoken English.
Able to write clear and articulate reports.
Diplomatic and able to remain calm under pressure.
Strong understanding of IT infrastructure and operations.
Experience with incident management tools and methodologies (e.g., ITIL).
Problem-solving and analytical skills.
Knowledge of scripting languages (e.g., Python, Bash) is a plus.
Additional Information
Discover some of the global benefits that empower our people to become the best version of themselves:
Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
Health: Global internal wellbeing programme, access to wellbeing apps;
Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.
In compliance with the Law 1581 of 2012, Endava S.A.S. / Endava Colombia S.A.S, identified with NIT. N� 900.955.679-3 / N� 900.594.521-9 , with an address at Street 96 No. 10 � 38, floor 7th in the city of Bogot� and Career 48 No. 18A � 14 Floor 19, with telephone number (+571) 3905061, (hereinafter referred as �ENDAVA� or the �Organization�), as RESPONSIBLE for the processing of personal information informs:
Keep in mind that once you decide to participate in ENDAVA COLOMBIA's recruitment processes, the physical delivery or sending via e-mail your resume implies the express acceptance, through conclusive behavior, of authorizing ENDAVA to process your data with the purpose to participate in the recruitment processes in the Organization. In particular, the personal data provided shall be part of our "Talent Bank" for a maximum term of two (2) years, which shall be stored on servers located outside the country and may be processed for the purpose of; verifying compliance with the requirements to participate in the Organization's current and/or future recruitment processes; execute interviews and in general, send notifications related to the recruitment processes. In case your resume is not pre-selected, it shall be permanently deleted. ENDAVA guarantees that the personal data obtained shall be used only for the announced purposes and shall be kept for the time required by law.
You, and every personal information owner, have the right to: know, update and rectify your personal data; access to it free of charge; to be informed about its use; request proof of authorization; file complaints for violations of the provisions of current regulations before the Superintendence of Industry and Commerce. Finally, in some applicable cases, modify and revoke the consent given and/or request the deletion of your personal information.
For any additional information related to the processing of your personal data, our Personal Information Processing Policy, and/or exercising of your right to the habeas data, you can contact us through the service channel provided by ENDAVA: [email protected].
Work-Life Balance: Hybrid work and flexible working hours, employee assistanc....
Tools: ITIL
No
Certification Req./Pref.
83
12/12/2024
NCR Atleos
Other
BFSI / Fintech / NBFC
Giza, Al Jizah, Egypt
Other Cities
Incident Management Agent
Unknown
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Job Description
Title: Incident Management Agent
Location: Egypt
Grade: 7
Required Skills
Bachelor�s degree.
Excellent command in spoken and written English.
Have professional experience of working on windows applications / Microsoft Office /Internet.
Job Responsibilities
Acting as single point of contact for NCR Financial customers with Incident Management Services; Accountable for continuously receiving and handling customer calls.
Responsible for service requests from customer and ensure timely and satisfactory resolution of problems; Generates daily and weekly incident reports; Reviews incident history to determine recurring faults.
Monitoring ATM incidents for NCR's ATM monitoring customers.
Determining priority based on problem information and documented guidelines; Providing accurate and creative solutions to user problems of moderate nature to maximize user productivity; Using tools to remotely access customer equipment to diagnose and resolve customer problem.
Recording information into the HDS (Help Desk Solution) system; Document, verify and make appropriate corrections to the incident record and customer profile ensure thorough documentation of problem description and all subsequent activity; Updates work orders and provides status information.
Escalating customer problems both internally and externally, when required, according to defined escalation paths.
Enhancing and developing quality support methods and communication skills through coaching, feedback, and other developmental approaches.
Researching, resolving, and responding to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards.
Participating in team projects that enhance the quality or efficiency of help desk service.
Responsible for overall IM system implementation and management.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
1
No
84
12/12/2024
YO IT CONSULTING
Other
IT / Software Dev
Bengaluru
The Great Bharat
Major Incident Manager
Managerial
Major Incident Manager
Pls See The Job Detail
Not disclosed
Other
Problem Manager - SPE
Experience: 5 to 10 Years
?Job Description
? The Major Incident / Problem Manager will report to the ITSM Manager.
? The primary responsibility will be to ensure that the root cause is established for all major incidents and that a formal RCA is published within agreed SLAs.
? In addition, the current Major Incident and Problem management processes should be reviewed and improved, and where agreed with the ITSM manager, improvements implemented. Implementation will include documentation and mentoring of all IT stakeholders.
? RCA reports and proactive analysis of trends in incidents eliminate recurring incidents and minimize the impact of incidents that cannot be prevented.
Responsibilities for this role include but are not limited to:
? Ensures post-review of major problems
? Ensures reactive and proactive management of IT problems and known errors
? Coordinates efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems
? Closes all problem records
? Owns the Known Error Database and ensures its maintenance
? Carries out the Process Manager's responsibilities for the Problem Management process
? Define and maintain the problem management procedure.
? Periodically review the effectiveness and efficiency of the problem management process.
? Continuously improve the problem management process.
? Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.
? Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem.
? Analyses incident and problem reports and statistics to propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible incidents
Qualifications And Experience
? Professional degree with 5+ years of related IT experience.
? Proficient in knowledge of the IT infrastructure (hardware, databases, operating systems, Network, Cloud, Virtualization etc) and future IT trends
? Has a broad knowledge and understanding of IT concepts and architectures, coupled with proven experience in successfully managing incidents and problems
? Has general awareness of the nature of business-critical incidents, and of their implications for the business
Inetum is a European leader in digital services. Inetum�s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum�s solutions aim at contributing to its clients� performance and innovation as well as the common good. Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.
Technical skills:
- IT production and administration systems (Linux, Windows, network architecture, VPN, and firewalls)
Transversal skills:
- ITIL knowledge � Major Incident Management (must know)
- Change Management & Problem management (how the processes can be related is a plus)
Soft skills:
- Good Communication
- Stress resistant
- Leadership (in case of crisis cell)
- Risk identification and follow-up
- Coordination and motivation skills
- Systematic, critical, and logical thinking
- ...
Languages:
- English B2/C1
- French B2/C1
Tools:
- Service Now
- Outlook
- Microsoft Office
1
Service Now
Tools: ITIL, Service Now
No
86
12/12/2024
MHK TECH INC
Other
IT / Software Dev
Houston, TX
United States
IT Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Job Summary
We are seeking an experienced Incident Manager to lead and coordinate responses to IT incidents, ensuring swift resolution and minimal disruption to business operations. The ideal candidate will have strong knowledge of Jira, experience with Root Cause Analysis (RCA), familiarity with data warehousing concepts, and the ability to work in US office hours.
Key Responsibilities
Lead and manage all aspects of the incident response process, including identification, prioritization, and escalation.
Coordinate with IT teams and stakeholders to ensure efficient resolution of incidents and timely communication.
Use Jira to track incidents, ensure accurate documentation, and analyze incident trends.
Conduct Root Cause Analysis (RCA) and post-incident reviews to identify underlying issues, recommend corrective actions, and drive continuous improvement.
Collaborate with teams to understand data warehousing concepts for better incident diagnosis and resolution.
Requirements
Proven experience in IT incident management or a similar role.
Proficiency in Jira, Root Cause Analysis (RCA), and familiarity with data warehousing concepts.
Strong communication, problem-solving, and leadership skills.
Ability to work in high-stress, fast-paced environments and during US office hours.
The Incident Manager, Wireless NOC will be supporting DISH Wireless� 24/7 Network Operations Center. A successful Incident Manager will help lead a group of 5G Network Surveillance & Fault Isolation & Management teams supporting the end-to-end monitoring and troubleshooting of the entire 5G platform. The team will quickly analyze service and system issues, determine corrective actions and implement to restore services.
This position will escalate complex issues to our Advanced Operations & Engineering resources, and will determine root-causes for failure and develop corrective actions. Corrective actions can range from configuration changes to developing new operational procedures. This position will contribute to on-going process improvement reviews using Key Performance Indicator (KPI) metrics to eliminate errors, maximize hardware/software efficiencies, and increase service up-time leading to an overall excellent customer experience.
Responsibilities
Own responsibility for end-to-end Incident Lifecycle Management (Sev 1 -4).
Oversee the incident management process and team members involved in resolving the incident, as well as driving Ticket management analysis and follow-up until closure.
Assist with prioritizing/deprioritizing incidents according to their urgency and impact on the business.
Collaborate and escalate issues with the Advance Ops, Engineering & Vendor teams when critical/time sensitive support and resolution is needed.
Manage outage and emergencies, including the agreed assurance KPI�s & SLA.
Work in close collaboration across multiple functions within Dish: RF, Deployment & Integration teams, Tech Dev, Core, Cloud Infra, Network Engineering & Market teams.
Assist in tracking top issues and areas for continuous improvement and focus.
Drive resolutions for customer complaints (CXO) within service level agreements (SLAs) and ensure effective operational performance and management.
Own responsibility for Trouble Tickets updated with all the technical details, and troubleshooting MOP�s & templates
Responsible to ensure the Open Incident backlog is at optimum levels
Maintain the National Level Availability >99.50%.
Manage internal, external and customer incident escalations and follow-ups as well as process adherence.
Skills
Bachelor/Master's degree or equivalent.
Minimum of 8-10 years' of telecom/wireless experience.
Experience managing 4G/5G NOC shift environments and troubleshooting activities.
Able to organize and prioritize dynamic schedules, balance team work loads and ensure incidents are managed quickly and efficiently to resolution.
Knowledge of 5G functional components (Core, RAN, Network, Transport, PaaS and gNB configurations).
Motivated to grasp higher-level technology issues and troubleshoot to resolution.
Focused to work under pressure related to the scale of business impact and build strong working relationships both internally and externally.
Reliable, open and capable of working with minimum supervision.
Flexible, analytical thinker.
Enthusiastic and keen to learn new technologies and approaches.
Self-motivated, achievement-oriented with excellent people management skills and an ability to perform challenging tasks individually with ease.
Focused on being detail-oriented with strong organization skills.
Demonstrates ability to supervise and develop others.
Displays ability to work in a fluid atmosphere, handle multiple tasks and set priorities.
1
No
88
12/12/2024
NETS
Other
BFSI / Fintech / NBFC
Singapore, Singapore
Singapore
Incident and Problem Manager
Managerial
Problem Manager
Pls See The Job Detail
Not disclosed
Other
Job description:
About BCS
BCS is NETS� wholly owned subsidiary, and is an entity within the NETS Group. It manages and operates clearing and payment infrastructure for the Singapore Automated Clearing House, including Fast And Secure Transfers (FAST), Inter-bank GIRO (IBG), Cheque Truncation System (CTS), and provides services for PayNow and SGQR Central Repository.
Position Overview
The role primarily manage all major technology incident that has a severe business impact to BCS customers, driving resolution and ensuring key stake holders are updated timely. He/she will run post incident review under problem management process to determine root cause, lesson learned and driving closure of corrective and preventive actions.
The Enterprise Service & Support Department ensures BCS ITIL processes are operationally relevant and optimized with sufficient controls, providing IT teams a framework to operate and deliver IT services to our customers.
Key Responsibilities
Incident Management:
Drive of all major incidents to resolutions as quickly as possible
Provide coordination across all support teams to ensure timely resolution of incidents
Escalate all process breakdown related cases causing either a delay in resolution or an actual Service Level Agreement (SLA) breach
Participate in regular incident meetings to review open incidents and drive timely closure
Prepare periodic service reports for stakeholders
Perform analysis to identify incident trends
Review incidents to ensure that they documented correctly as the per the Incident Management process
Track and report all Incident Management related KPIs
Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans.
Problem Management:
Run RCA meetings to identify root cause, lesson learnt, and preventive actions.
Track follow up actions ensuring timely closure of problem tickets.
Perform analysis to identify and register problem tickets
Gatekeeper of all known errors
Track and report all Problem Management related KPIs.
Are you an established Team Leader or Duty Manager within an IT Service Operations team?
Do you enjoy major incident management, as well as having the responsibility for organising teams across a 24/7 shift pattern?
If so, this could be the role for you!
About us
We are a dynamic software company. Established in 2006, with a vision of helping the energy and utilities sectors improve customer experience and lower their cost to serve, using smarter process automation.
Are you curious about what the future in tech holds? Do you have the drive to want to deliver great solutions for customers?
Then we have an exciting opportunity as a TOC Duty Manager, where we aim to provide you with a uniquely inclusive and diverse workplace, which showcases the extraordinary in all of us, by enabling you to be the best you can be.
Our promise is to put customers at the heart of everything we do; it�s part of how we live and breathe at Procode. Our hugely passionate workforce puts them at the heart of every decision we make.
What does this role involve?
You will act as the escalation point for major incident management, ensuring swift response, coordination and communication during critical incidents.
You will lead teams, including conducting 1:1 meetings and managing time rosters.
You will ensure that all requests are resolved in a timely manner adhering to the company Service Level Agreements (SLAs).
You will oversee and follow up on problem management activities, ensuring root cause analysis is completed and long-term solutions are implemented.
You will act as an escalation point for 1st and 2nd line support, addressing infrastructure events and end-user issues. As well as fixing to support swift incident recovery.
You will collaborate with the Service Operations Manager to ensure team performance meets established standards.
Who are we looking for?
Your expertise in major incident management, will allow you to swiftly become an effective member of the team.
Your proven leadership skills in managing teams within an IT service operations area, will allow you to hit the ground running.
Your ability to act as an escalation point for 1st and 2nd line support, will allow you to further support the service operations function.
Your experience in resolving major incidents in a timely manner against SLA�s, will be central in making this role a success.
To be successful in this role you will be required to pass an enhanced security vetting process.
This role will involve on-call working across a 24/7 period.
The shift pattern will alternate between 6am � 3pm & 1pm � 10pm and will include on call support for nights and weekends.
Our employees, just like our customers come from all walks of life, and we�re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.
Benefits - available from day one!
Bonus Scheme, made up of personal and company elements.
Career progression, we�re an expanding organisation.
25 days annual leave plus bank holidays.
Pension scheme, company contribution at 4% of your salary when you contribute 5%.
The opportunity to win tickets to major outdoor events including, gigs and shows at arenas around the UK.
Access for you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
We offer an EV car scheme. Qualifying terms and conditions apply.
A health care scheme that includes dental, eye care, treatments, and diagnostics health consultations.
Death in service � we pay three times your annual salary to your designated next of kin, giving them peace of mind should you sadly pass away during service.
Employee Assistance Programme with access to counselling support, legal and financial advice 24/7 365 days a year, as well as a GP line and Your Care.
We also offer all our staff a paid volunteering day every year. Plus, the chance to be involved in various fund-raising opportunities.
The Luxion Group comprises of the following companies � Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd and Canary Care Global Ltd.
1
No
90
12/12/2024
TikTok
Other
TV / Firm / Media / Entertainment
San Jose, CA
United States
Incident Response Manager - Data Center
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Responsibilities
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About The Team
The Data Systems Infrastructure (DSI) team sits within the ByteDance global technology structure and supports the company's fast growth by building and operating hyper-scale datacenters, managing the life cycle of server fleet, providing cloud solutions, and developing various infrastructure services, making sure they are scalable and are reliable.
The Incident Response Center (IRC) is the first layer of defense responsible for quick detection and incident response using various monitoring and automation tools, conducting thorough investigation of alerts, classification and triage. The Incident Response Manager is responsible for delivering operations within the IROC across all ByteDance datacenter sites in the respective regions. IRC team is expected to respond to all alarms/alerts set in Server Automation Operations System (SAOS), Data Center Infrastructure Management (DCIM) to quickly discover anomalies and engage Subject Matter Expert (SME) teams to start issue triage. The IRC team provides business intelligence through rigorous analysis of alerts and issues which reduce and prevent recurring incidents .
Responsibilities
Delivering global operations within the IROC (Incident Response Operation Center) ByteDance datacenter.
First responder and layer of defense responsible for quick detection and incident response using various monitoring and automation tools, conduct thorough investigation of alerts, classification and triage.
Respond to all infrastructure, facilities, security, and safety events notified via various means, such as alarms/alerts set in Server Operations and Maintenance, Datacenter Infrastructure Management, Network & Grafana, and other functions.
Respond to incidents and critical situations in a problem-solving manner, and conduct in-depth investigation of alerts.
Provide insights into the effectiveness of the incident response and recovery process through regular reports
Analyze trends and patterns in events to identify opportunities for improvement and optimization
Monitor the performance of incident response against the agreed-upon SLAs by alerting and notifying stakeholders
Escalation Management notifying or initiating discussions with higher-level support teams engaging in resolution processes
Identify, assess and communicate potential risks arising through event monitoring that could affect customer's service
Support program managers and facilitate project deliverables, improve overall operational security and engineering initiatives
The Incident Response team is expected to work at ByteDance datacenter site. This is an on-site role.
Qualifications
Minimum Qualifications
Knowledge of technical elements associated with systems such as Server Health, Datacenter Environment and IP Networks.
Outstanding verbal and written communication skills required, work with minimal direction, meeting goals, attention to details and an eye for continuous improvements.
Preferred Qualifications
Degree in Information Technology.
5 years experience in service center, or similar 24x7 operations center environment.
3 years of experience in a technology company or experience as a team lead, and experience in operation program management.
5 years experience as an incident and problem manager.
Good data analytics and presentation skills.
Ability to successfully interact at all levels of the organization, including with clients, while functioning as a team player.
Basic working knowledge of data protection policies such as GDPR and the need to keep sensitive information secure.
Working knowledge and/or certifications in ITIL, CompTIA Server+, Schneider Electric Data Center Certified Associate (DCCA), Data Analytics and Visualization.
Willingness to be on call including weekends, nights, and holidays.
Works well under pressure and within time constraints to solve problems and complete deliverables.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2
The base salary range for this position in the selected city is $109600 - $218400 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate�s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
Exercising sound judgment.
1
AWS
....s such as GDPR and the need to keep sensitive information secure.
Working knowledge and/or certifications in ITIL, CompTIA Server+, Schneider Electric Data Center Certified Associate (DCCA), Data Analytics and Visualization.
Willingness to be on call including weekends, nights, and....
Tools: AWS, ITIL
No
Certification Req./Pref.
91
12/12/2024
Teladoc Health
Other
Hospitals / Health Care / Medical Devices / Diagnostics / Laboratories
Argentina
Other Cities
IT Service Manager II (Incident & Problem Management)
Managerial
Problem Manager
Pls See The Job Detail
Not disclosed
Other
Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you�re empowered to show up every day as your most authentic self and be a part of something bigger � thriving both personally and professionally. Together, let�s empower people everywhere to live their healthiest lives.
Summary Of Position
As the IT Service Manager II, you will oversee all aspects of the Incident & Problem Management process, from identification to resolution. If you have an obsessive focus on troubleshooting, service levels, standardizing processes, meaningful metrics, insightful root cause analysis and enjoy driving continuous improvements, then this is the right opportunity for you.
The IT Service Manager II will be responsible for working closely with product teams, client service teams, software developers, the NOC, SREs and infrastructure teams to drive complex outages to resolution in a timely and effective manner through coordination of internal teams and third-party vendors. Also, the IT Service Manager II will drive continuous improvement activities including root-cause analysis of IT problems and proactive trend analysis of IT incidents to identify corrective and preventative actions and measures and will act as an escalation point for the team for leadership and our business partners focusing on driving down incident count, reducing MTTR and incident duration.
Essential Duties And Responsibilities
Shift: Monday - Friday from 09:00 am to 6:00 pm ART
Participate in a 24/7/365 on-call rotation.
Lead, facilitate and coordinate the Incident and Problem Management related service restoration bridges and meetings to assure adherence to approved policies and procedures.
Triage all the appropriate support teams for expedite troubleshooting within a technical bridge and business bridges.
Ensuring all senior roles and accountabilities responsible for assessing business impact and restoring service are represented and taking prescribed action.
Provide frequent and meaningful business/client-centric executive communication to our senior business and technology leaders.
Severity (Impact / Urgency) and Priority determination based on situational appraisal and extracted information from our partner functions.
Maintaining a heightened level of sensitivity to future business impact and risk to customers/stakeholders.
Acting in a leadership style capacity and having general oversight on our most significant Major Incident events.
Lead problem management review investigations after each major incident to establish root cause and corrective actions.
Establish and cultivate relationships with stakeholders to create and support the incident and problem management processes.
Generate KRI/KPI reporting to measure success of the incident and problem management process, trend analysis reports of recurring incidents, monthly metrics major incidents and problems and other reports as required.
Initiate actions to resolve potential interruptions to service identified during proactive and trending analysis of IT incidents.
Partner with the NOC on enhancing first line support and communication processes.
Work with cross-functional business teams to understand SLAs for reporting.
Thoroughly document operational practices and procedures.
Participate in other projects and duties as assigned.
The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.
Supervisory Responsibilities
No
Qualifications Expected For Position
Must be able to take the initiative and be a self-starter.
Enterprise major incident command and control experience managing bridges across several IT disciplines to ensure to ensure timely resolutions and proper documentation.
Experience with application or infrastructure technical analysis, such as reading logs, alerts, and monitors.
Working knowledge of IT infrastructure components: servers, storage, networking, and security.
Experience in crafting clear and concise incident status updates suitable for an executive level IT and business leadership audience required.
Working knowledge and experience with Enterprise Service Management (ESM) platforms such as ServiceNow, JIRA or equivalent ticket management tools.
Experience gathering and incident and problem management process metrics.
Strong working knowledge of ITIL and IT Service Management processes, specifically around incident and problem management.
Experience working in a managed services environment with knowledge of vendor governance.
Experience with high availability/incident response (on call).
Experience in working in a Service Delivery role in a Business-Critical environment. Must have a business/ end user focus with a technical background.
Excellent interpersonal skills, as well as excellent communication skills, verbal and written to both technical and non-technical audiences that are in a geographically dispersed environment.
Proficient in Microsoft Office 365 applications especially in Word, Excel, PowerPoint and Outlook.
Why Join Teladoc Health?
A New Category in Healthcare: ?Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives. ?
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person�s health journey. ?
Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals. ?
Focus on PEOPLE:? Teladoc Health has been recognized as a top employer?by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.?
Diversity and Inclusion:??At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.??
Growth and Innovation:? We�ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.?
As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.
1
Jira
Tools: ITIL, Jira
No
92
12/12/2024
Node.Digital LLC
Other
Risk / Safety / Compliance / Privancy / Security
Arlington, VA
United States
Cyber Incident Manager/ Incident Manager
Managerial
Cyber Security Incident Manager
Pls See The Job Detail
Not disclosed
Other
Location: Arlington, VA
Must have Top Secret Security Clearance
Node is supporting a U.S. Government customer to provide support for onsite incident response to civilian Government agencies and critical asset owners who experience cyber-attacks, providing immediate investigation and resolution. Contract personnel perform investigations to characterize the severity of breaches, develop mitigation plans, and assist with the restoration of services.
Node is seeking a Cyber Incident Manager to support this critical customer mission.
Responsibilities:
Correlating incident data to identify specific trends in reported incidents
Recommending defense-in-depth principles and practices (i.e. Defense in Multiple Places, layered defenses, security robustness, etc.)
Performing Computer Network Defense incident triage to include determining scope, urgency, and potential impact
Researching and compiling known resolution steps or workarounds to enable mitigation of potential Computer Network Defense incidents within the enterprise
Applying cybersecurity concepts to the detection and defense of intrusions into small, and large-scale IT networks, and conducting cursory analysis of log data
Monitoring external data sources to maintain currency of Computer Network Defense threat conditions and determine which security issues may have an impact on the enterprise
Identifying the cause of an incident and recognizing the key elements to ask external entities when learning the background and potential infection vector of an incident,
Receiving and analyzing network alerts from various sources within the enterprise and determining possible causes of such alerts
Tracking and documenting Computer Network Defense (CND) incidents from initial detection through final resolution, and working with other components within the organization to obtain and coordinate information pertaining to ongoing incidents
Providing support during assigned shifts (M-F Day Shift)
Requirements
Required Skills:
U.S. Citizenship
Must have an active TS/SCI clearance
Must be able to obtain DHS Suitability
5+ years of directly relevant experience in cyber incident management or cybersecurity operations
Knowledge of incident response and handling methodologies
Having close familiarity with NIST 800-62 (latest revision), and FISMA standards as they pertain to reporting incidents
Knowledge of the NCCIC National Cyber Incident Scoring System to be able to prioritize triaging of incident
Knowledge of general attack stages (e.g., footprinting and scanning, enumeration, gaining access, escalation of privileges, maintaining access, network exploitation, covering tracks, etc.)
Skill in recognizing and categorizing types of vulnerabilities and associated attacks
Knowledge of basic system administration and operating system hardening techniques, Computer Network Defense policies, procedures, and regulations
Knowledge of different operational threat environments (e.g., first-generation [script kiddies], second-generation [non-nation-state sponsored], and third-generation [nation-state sponsored])
Knowledge of system and application security threats and vulnerabilities (e.g., buffer overflow, mobile code, cross-site scripting, PL/SQL and injections, race conditions, covert channel, replay, return-oriented attacks, and malicious code)
Desired Skills:
Knowledge of different operational threat environments (e.g., first-generation [script kiddies], second-generation [non- nation-state sponsored], and third-generation [nation-state sponsored])
Knowledge of system and application security threats and vulnerabilities (e.g., buffer overflow, mobile code, cross-site scripting, PL/SQL and injections, race conditions, covert channel, replay, return-oriented attacks, and malicious code)
Required Education:
BS Incident Management, Operations Management, Cybersecurity or related degree. HS Diploma with 7-9 incident management or cyber security experience
Desired Certifications:
GCIH, GCFA GISP, GCED, CCFP or CISSP
Company Overview:
Node. Digital is an independent Digital Automation & Cognitive Engineering company that integrates best-of-breed technologies to accelerate business impact.
Our Core Values help us in our mission. They include:
OUR CORE VALUES
Identifying the:RIGHT PEOPLE:and developing them to their full capabilities
Our customer's "Mission" is our "Mission". Our:MISSION FIRST:approach is designed to keep our customers fully engaged while becoming their trusted partner
We believe in:SIMPLIFYING:complex problems with a relentless focus on agile delivery excellence
Our mantra is ":Simple*Secure*Speed:" in the delivery of innovative services and solutions
Benefits
We are proud to offer competitive compensation and benefits packages to include:
Medical
Dental
Vision
Basic Life
Long-Term Disability
Health Saving Account
401K
Three weeks of PTO
10 Paid Holidays
Pre-Approved Online Training
1
Scripting Skills
....degree. HS Diploma with 7-9 incident management or cyber security experience
Desired Certifications:
GCIH, GCFA GISP, GCED, CCFP or CISSP
Company Overview:
Node. Digital is an independent Digital Automation & Cognitive Engineering com....
Manage and resolve incidents efficiently to minimize downtime and ensure business continuity.
Oversee the Service Desk operations ensuring timely and effective support for all users.
Utilize Service Now to track manage and resolve incidents and service requests.
Provide technical support and troubleshooting for Windows-based systems and applications.
Collaborate with cross-functional teams to identify and implement improvements in IT processes.
Develop and maintain documentation for incident management and service desk procedures.
Monitor system performance and proactively address potential issues to prevent disruptions.
Ensure compliance with company policies and industry standards in all IT operations.
Conduct regular training sessions for service desk staff to enhance their technical skills and knowledge.
Lead root cause analysis for major incidents and implement corrective actions to prevent recurrence.
Coordinate with vendors and third-party service providers to resolve complex technical issues.
Participate in IT projects and initiatives providing technical expertise and support as needed.
Maintain a high level of customer satisfaction by delivering prompt and effective IT support.
Qualifications
Possess a strong background in Incident Management with a proven track record of resolving complex issues.
Demonstrate expertise in Service Desk operations with experience in managing support teams.
Have extensive experience with Service Now including incident tracking and service request management.
Show proficiency in Windows environments with the ability to troubleshoot and resolve technical issues.
Exhibit excellent communication and interpersonal skills with the ability to work effectively with diverse teams.
Display strong problem-solving abilities with a focus on delivering practical and efficient solutions.
Hold relevant certifications such as ITIL Microsoft Certified: Windows Server or ServiceNow Certified System Administrator.
Certifications Required
ITIL Microsoft Certified: Windows Server ServiceNow Certified System Administrator
1
Service Now
....lving abilities with a focus on delivering practical and efficient solutions.
Hold relevant certifications such as ITIL Microsoft Certified: Windows Server or ServiceNow Certified System Administrator.
Certifications Required
ITIL Microsoft Ce....
Tools: ITIL, Service Now
No
Certification Req./Pref.
94
12/12/2024
Sumitomo Mitsui Banking Corporation � SMBC Group
Other
BFSI / Fintech / NBFC
Tralee, County Kerry, Ireland
Other Cities
IT Incident Management (Vice President)
Executive
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG�s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.
In the Americas, SMBC Group has a presence in the US, Canada, Ireland, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization�s extensive global network. The Group�s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.
Role Description
The Incident Manager is responsible for the end-to-end management of all IT major incidents. The manager would leverage technology to issue all communications and provide timely updates to all key stakeholders and management. The Incident Manager would be responsible for leading, driving, facilitating, and chairing all service restoration activities, meetings, and conference calls.
The Incident Manager would be responsible for providing support for all Regional / Global incidents when required and is required to be flexible to work extended hours, which may require occasional weekend and late-night support.
Role Objectives
1 Contact support groups and coordinate resources during a major incident
2 Manage major incident from beginning to end, which includes providing intermittent updates until closure.
3 Work with key stakeholders to publish a Post incident report which includes a chronology of steps taken to research and resolve the incident, business impact, probable root cause, and preventative actions.
4 Ability to learn / apply / retain a large volume of information
5 Ability to work under pressure while ensuring a high standard of work (documentation, interaction with many different levels)
6 Must work flexible working hours as described in the job scope.
7 Work with Problem Manager to ensure underlying causal factors have been identified and that preventative measures have been documented and are being addressed before updating and closing out major incidents.
8 Perform trend analysis on recurring incidents and establish an action plan with relevant technical stakeholders to implement permanent resolutions.
Critical Job Knowledge And Core Competencies/Skills
1 Responsible for planning and coordinating all activities required to perform, monitor, escalate, and report on major incidents
2 Responsible for communicating with the Service Owner and all relevant stakeholders throughout the major incident
3 Facilitate Incident reviews ensuring a complete incident summary with resolution, business impact, outage times, and root cause.
4 Ensure the closure of all resolved major incidents
5 Improve quality of IT service by identifying recurring incidents and work with respective teams to implement preventative measures
6 Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable, and create action plans to implement improvements
7 Work with Problem Manager to ensure preventative measures are implemented.
8 Expert ability to interact with users and other technical staff to correct incidents on a timely basis
9 Strong problem solving and analytical skills - Ability to analyze a high volume of technical data and work in a fast-paced environment
10 Customer focused team player with a positive attitude, expert communication skills and ability to communicate technical information to non-technical users
Qualifications And Skills
2 to 5 years of specialized experience
3-5 Years Experience working in IT Incident / Service Management, or similar role.
Software Systems / Programming Languages: Prior experience with ServiceNow preferred
Additional Requirements
D&I Commitment
Responsible for fostering a culture of diversity and inclusion, holding leaders accountable for creating an inclusive environment through awareness and practice of equity in recruiting, developing, and promoting diverse talent.
SMBC�s employees participate in a hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. SMBC provides reasonable accommodations for employees and applicants with disabilities consistent with applicable law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.
Software Systems / Programming Languages: Prior experience with ServiceNow preferred
Additional Requiremen....
Tools: ITIL
No
Certification Req./Pref.
95
12/12/2024
Maxicare Healthcare Corporation
Other
Hospitals / Health Care / Medical Devices / Diagnostics / Laboratories
Makati, National Capital Region, Philippines
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Position Accountability Statement
It is to lead the incident management process in providing resolution and restoring our company's provided IT operations swiftly. Also, to log and to categorize recurring incidents to improve incident management protocols.
Broad Responsibility Highlights
Overseeing the incident management process and team members involved in resolving the incident.
Responding to a reported service incident, identifying the cause, and initiating the incident management process.
Prioritizing incidents according to their urgency and influence on the business.
Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
Collaborating with the incident management team to ensure that all protocols are diligently followed.
Logging all incidents and their resolution to see if there are recurring malfunctions.
Adjusting the incident management process as required to ensure its effectiveness.
Keep users, management, and key stakeholders regularly informed about the status of the incidents, resolution timelines, and any service impacts.
Communicating with upper management if major issues are found in the IT system.
Ensures that incident resolution complies with agreed SLAs, and taking action if incidents are not resolved in a timely manner.
Regularly conduct post-incident reviews to analyze the causes of incidents and producing reports on incident trends and performance.
Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
Desired Skills And Competencies
Driving Execution
Seasoned Judgment through data analytics, insighting and decision-making
Driving Stakeholder Success
Competitive Intelligence
Innovation and Risk-Taking
Influencing and Negotiating
Professional Qualification
Bachelor's degree in information technology, engineering, or a related field.
At least three year's experience working in IT service management, or a similar role.
Strong knowledge of IT service management software including ITIL and COBIT.
Experience working with IT systems and software such as ServiceNow, ManagedEngine ServiceDeskPlus, and other IT ticketing systems
Solid knowledge on Pivot Tables or PowerBI
Excellent managerial skills and ability to collaborate with team members.
Ability to analyze a high volume of technical data and work in a fast-paced environment.
Strong problem solving, analytical, and time management skills.
1
Cobit
Tools: Cobit, ITIL
No
96
12/12/2024
Kyndryl
Other
IT / Software Dev
Mexico City, Mexico
Other Cities
Incident Manager
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Who We Are
At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward � always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.
The Role
Are you passionate about delivering exceptional customer experiences? Do you thrive in a dynamic and collaborative environment where your ideas can shape the future of quality standards? Look no further � join Kyndryl as a Tech Quality Specialist and embark on a rewarding journey to revolutionize customer satisfaction.
As a Tech Quality Specialist, you will be at the forefront of our commitment to excellence. You will foster a culture of quality that goes beyond meeting customer needs - we aim to exceed expectations and create raving fans. Collaborating closely with the Customer Service Center (CSC) Quality lead and a team of talented Quality Specialists, you will build strong relationships and work together to develop innovative solutions that leave a lasting impact.
No two days will be the same in this role. Your passion for improvement will drive you to proactively identify areas for enhancement and implement changes that lead to continuous performance advancements. By leveraging your expertise in Defect Prevention methodologies, you will eliminate wasteful practices and drive process improvements that elevate our standards to new heights.
As the owner and driver of the Quality Call Process, you will ensure that our customer interactions are of the highest quality. Through meticulous call monitoring and insightful feedback, you will empower our team to consistently deliver exceptional service. Similarly, as the master of the Documentation Check Process, you will guarantee that our ticket records are flawless, adhering to strict standards and utilizing Computer Telephone Integration (CTI) effectively.
Your influence will extend beyond day-to-day operations. Regularly presenting to both your team and the management team, you will be the voice of quality improvement, sharing insights, and inspiring change. With your expertise in Root Cause Analysis, you will uncover the top defect areas, enabling the rollout of targeted action plans that drive significant results.
At Kyndryl, we believe that quality is not just a goal but a way of life. If you are ready to make an impact, challenge the status quo, and revolutionize customer satisfaction, then this is the role for you. Join us as a Tech Quality Specialist and be part of a team that is dedicated to setting new standards of excellence in the tech industry.
Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won�t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.
Who You Are
You�re good at what you do and possess the required experience to prove it. However, equally as important � you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused � someone who prioritizes customer success in their work. And finally, you�re open and borderless � naturally inclusive in how you work with others.
Required Skills And Experience
Deep understanding of quality assurance concepts, methodologies, and best practices in software development
In-depth knowledge of the various stages of the SDLC, including requirements gathering, design, development, testing, deployment, and maintenance with the ability to understand the impact of quality activities at each stage
Experience in defect tracking and management processes
Ability to prioritize and communicate defects effectively with development teams for timely resolution
Preferred Skills And Experience
Bachelor's degree in Computer Science, Information Security, or a related field
Familiarity with quality management frameworks, including data quality, such as International Standards Organization (ISO) or
Capability Maturity Model Integration (CMMI), is beneficial
Collaborative approach to work effectively with cross-functional teams, including developers, project managers, and product owners
Ability to articulate process improvement techniques to leadership
Understanding of systems and infrastructure designed and created to organize delivery of the service
Being You
Diversity is a whole lot more than what we look like or where we come from, it�s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we�re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you � and everyone next to you � the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That�s the Kyndryl Way.
What You Can Expect
With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter � wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.
Get Referred!
If you know someone that works at Kyndryl, when asked �How Did You Hear About Us� during the application process, select �Employee Referral� and enter your contact's Kyndryl email address.
1
....ney. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over....
No
Certification Req./Pref.
97
12/12/2024
SPIE ICS
Other
IT / Software Dev
Toulouse, Occitanie, France
France
Incident manager H/F
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Nous recherchons un(e) Incident Manager passionn�(e) et exp�riment�(e) pour renforcer notre �quipe dynamique. En tant qu'Incident Manager, vous aurez un r�le cl� dans la gestion des incidents, en assurant leur r�solution rapide et en optimisant nos processus. Ce poste est une occasion unique de travailler au c�ur de notre organisation, de collaborer avec des �quipes internationales et de participer activement � l'am�lioration continue de nos services.
Vos futures missions :
En tant qu'Incident Manager, vous travaillerez en �troite collaboration avec les �quipes op�rationnelles pour garantir une gestion efficace des incidents et participer activement � l��volution de notre cha�ne de support.
Rattach�(e) au Directeur des Op�rations et positionn�(e) au c�ur de notre Tour de contr�le, vous serez responsable des missions suivantes :
Supervision du processus de gestion des incidents : Assurer l�efficacit� du processus de gestion des incidents et son am�lioration continue.
Suivi des incidents : Prioriser, suivre et escalader les incidents pour garantir leur r�solution rapide et conforme aux normes de service.
Coordination des incidents : G�rer les incidents complexes, majeurs ou internationaux, en tant que point de contact unique pour leur suivi et leur statut.
Gestion du cycle de vie des incidents : Analyser les incidents ouverts au-del� des SLA et mettre en place des actions correctives, ainsi que des reportings associ�s.
Capitalisation des connaissances : Partager les bonnes pratiques et les retours d�exp�rience avec les �quipes de support, � l��chelle internationale.
Am�lioration continue des processus : Optimiser les processus, les outils et la documentation pour am�liorer la gestion des incidents.
Escalade et reporting : Remonter les incidents critiques au Directeur des Op�rations et assurer la mise en place de reportings et de tableaux de bord pour suivre votre activit�.
Votre profil :
Vous avez une exp�rience solide en tant que Manager des Incidents IT.
Vous poss�dez une excellente connaissance des m�tiers IT et des enjeux techniques.
Vous �tes expert(e) en ITIL et ma�trisez les bonnes pratiques de gestion des incidents.
Vous �tes � l�aise avec les m�thodologies projets telles que PROINCE et AGILE.
Vous ma�trisez les outils ITSM pour garantir un suivi et une gestion efficaces des incidents.
Vous avez un excellent relationnel et une capacit� � communiquer efficacement avec les diff�rentes parties prenantes.
Vous �tes autonome tout en sachant travailler en �quipe et partager vos connaissances.
Vous �tes motiv�(e) par le travail en �quipe et avez un esprit collaboratif.
Nous valorisons la diversit� et encourageons les candidats de tous horizons, y compris les personnes en situation de handicap, � postuler pour enrichir notre entreprise de leur perspective unique.
Le processus de recrutement :
Un premier entretien avec l'un(e) de nos charg�.es de recrutement, un second entretien avec un op�rationnel.
Le suivi :
Votre manager vous accompagnera au quotidien. En parall�le, la Direction des Ressources Humaines et l��quipe recrutement vont assurer votre bonne int�gration au sein de nos �quipes, en anticipant vos premiers pas chez SPIE ICS. Ce programme d�on-boarding se fait sur site et au travers d�un parcours digitalis� avec des �tapes cl�, des points d��changes et des moments de convivialit� au sein des �quipes.
L��volution :
L�implication, le s�rieux et le dynamisme dont vous ferez preuve permettront � votre manager, ainsi qu�au service RH, de vous proposer diff�rentes �volutions tout au long de votre carri�re.
SPIE ICS promeut la mobilit� interne au sein de la filiale et du Groupe (horizontale, verticale, g�ographique).
SPIE accompagne la transition �nerg�tique et la transformation num�rique.
Notre ambition ?
D�velopper un monde toujours plus smart et responsable gr�ce au savoir-faire reconnu d'une communaut� de passionn�s qui aiment se r�inventer et transmettre. Des audacieux qui entreprennent chaque jour. Des professionnels qui se r�v�lent dans la diversit� de leurs missions et de leurs m�tiers.
Leader europ�en ind�pendant des services multi-techniques dans les domaines de l'�nergie et des communications, SPIE compte 47 200 collaborateurs r�partis dans plusieurs pays dont 19 000 en France. Avec 400 sites sur tout le territoire, nos filiales recrutent partout en France.
SPIE ICS accompagne la transformation num�rique de ses clients � travers une offre globale de solutions et de services. Labellis�e Entreprise de Services Num�riques Responsable en 2021, SPIE ICS con�oit des solutions sur mesure, efficientes et durables. Nos �quipes s'inscrivent dans une logique de proximit� et accompagnent les m�tiers et la DSI dans leur performance, gr�ce � des projets IT ma�tris�s et innovants.
Chez nous, la mixit� ne se d�cr�te pas elle se construit dans le temps. Nous sommes convaincus que la compl�mentarit� des profils est cr�atrice de valeur. Dans chacun de nos m�tiers et, dans toutes nos filiales, nous favorisons la mixit� et la diversit� car elles sont un levier de performance individuelle et collective.
1
Tableau
Tools: ITIL, Tableau
No
98
12/12/2024
Groupe Avanista
Other
IT / Software Dev
Guyancourt, �le-de-France, France
France
Incident Manager - Problem Manager - CDI H/F
Managerial
Problem Manager
Pls See The Job Detail
Not disclosed
Other
Avanista Est N�e En 2012 De La Concr�tisation D'une Collaboration Engag�e Depuis Dix Ans Entre Deux Managers, Experts Dans Leurs Domaines Respectifs
L'Infrastructure
L'assistance � Ma�trise d'ouvrage
La Ma�trise d'�uvre
L'Ing�nierie
Avanista, une soci�t� o� le collaborateur est plac� au coeur de ses pr�occupations, o� le qualitatif prime !
We Want You !
A tr�s vite chez Avanista !
Pourquoi ?
Parce Qu'AVANISTA Avancera Avec VOUS, Nous Avons Besoin De Vos Comp�tences, Votre Motivation, Votre Ambition ! En Retour, Vous Pourrez Compter Sur Une �quipe � L'�coute, Vous Offrant
Un suivi RH et commercial
Des postes en corr�lation avec votre parcours professionnel et vos ambitions
Un plan de carri�re,
Des RTT / Un CET / Une Mutuelle, Pr�voyance, Tickets Restaurant
Des soir�es conviviales
Souplesse : peu importe le statut Salari� ? Ind�pendant ? Tant que l'on avance ensemble !
We Want You !
Toujours en recherche de nouveaux talents, nous souhaiterions int�grer un Incident Manager / Problem Manager (H/F) au sein de nos �quipes pour l'un de nos clients du secteur bancaire.
Le contexte ?
Vous serez en relation �troite avec l'ensemble de la communaut� des Incident / Problem managers dans le cadre des activit�s de production quotidienne et vous assurerez la gestion d'incidents et de probl�mes afin de la rendre plus efficiente.
Vos missions ?
En Tant Qu'Incident Manager, Vous Serez Responsable De
Coordonner les activit�s de r�solution des incidents, en collaborant �troitement avec les �quipes techniques et les parties prenantes internes
Suivre et animer des backlog incidents avec les �quipes techniques et le centre de service offshore
Superviser les activit�s de suivi, d'escalade et de communication des incidents � destination du client
V�rifier la bonne application du processus incident majeur jusqu'� sa r�solution
Assurer la bonne application du processus et les livrables associ�s
Participer aux points quotidiens et comit� hebdomadaire des incidents g�r�s par le client
Et En Tant Que Probl�me Manager
Suivre le backlog des probl�mes
En relation avec les gestionnaires d'incidents, participer � la revue des incidents majeurs, � la d�tection des r�currences et s'assurer de l'ouverture des probl�mes associ�s
Assurer la bonne application du processus
Participer aux comit�s de suivi des probl�mes avec les diff�rents m�tiers
Coordonner les �quipes techniques (interne et externe au socle)
C'est votre truc ?
De formation Bac +5 dans le domaine informatique, vous disposez d'au moins 6 ans d'exp�rience sur un poste similaire, en gestion d'incident et de probl�me.
Comp�tences Techniques
Exp�rience significative en Incident Management / Problem Management
Optimisation de processus
Bonne ma�trise de ServiceNow
Certification ITIL 4
Anglais op�rationnel (�changes r�guliers en anglais)
Vos Atouts
Savoir anticiper et alerter � bon escient
Sens du client marqu�
Tr�s bon relationnel, bonne communication, rigueur et pers�v�rance
Localisation : Guyancourt (78)T�l�travail : 2j de t�l�travail/semaineD�marrage / Dur�e : ASAP, mission de 3 ansStatut : CDI
Si votre profil r�pond aux crit�res ci-dessus, Chlo� se chargera de vous contacter par t�l�phone, suivi d'un entretien avec elle et l'op�rationnel en charge du besoin. Si votre profil est valid�, nous enverrons votre CV au client pour un ultime entretien avant votre d�marrage 😉
Anglais op�rationnel (�changes r�guliers en anglais)
Vos Atouts
Savoir anticiper et alerter � bon escient
<l....
Tools: ITIL
No
Certification Req./Pref.
99
12/12/2024
Wipro
TOP Companies
BFSI / Fintech / NBFC
Charlotte, NC
United States
Incident Management Specialist
Mid Level
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
About Wipro:
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients� most complex digital transformation needs. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
Extensive expertise in Nexidia Discovery/Ingestion processes and Interaction flows.
Experience in Nice Voice Recording devices and solutions.
MS SQL with hands on experience on Stored Procedures and ETL.
Strong experience in a Production Support environment or Incident Management.
Expected annual pay for this role ranges from USD 60000/annum to USD135000/annum. Based on the position, the role is also eligible for Wipro�s standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.�
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group.
1
No
100
12/12/2024
Red Sea Global
Other
Civil Engineering / Construction / Real Estate
Umluj, Tabuk, Saudi Arabia
Saudi Arabia
Manager � Incident Management
Managerial
Incident Mgmt.
Pls See The Job Detail
Not disclosed
Other
Job Purpose :
The role will ensure business continuity and minimize the impact of any maintenance issues or outage incidents. The responsibilities include leading the formulation of response guidelines, overseeing end-to-end management of incidents from initiation to resolution, establishing and adhering to incident response procedures and protocols, coordinating with relevant teams during the incident response.
The role is instrumental in documenting the details, causes, and resolution actions of incidents for future reference. The role shall also conduct post-incident reviews to identify improvement areas, implementing preventive measures to limit future incidents, and acting as an escalation point for major incidents.
Job Responsibilities:
Strategic Contribution
Ensure all incident are attended to with maximum efficiency and reliability.
Ensure all incidents and complaints are addressed and resolved within the agreed SLA�s.
Apply the division's forward-thinking, efficiency-focused vision to his or her daily tasks.
Execute the divisions incident management plans
Incident Management
Oversee the formulation of standardized incident response procedures and guidelines
Ensure business continuity and minimize the impact of utility incidents.
Maintain updated incident response procedures for all utilities.
Oversee the documentation of each incident's details, causes, and resolution steps.
Lead the execution of post-incident review for continuous improvement.
Help Implement preventive measures to reduce future incidents.
Act as the escalation point (SPOC) for major incidents and report all significant incidents to senior management
Leadership
Coordinate with suppliers or vendors to ensure that all work is carried out efficiently, in line with the strategic project management plans, policies and procedures.
Manage the team by setting priorities and objectives, managing performances, and providing ongoing feedback and coaching to meet the functional challenges and goals.
Serve as a role model to ensure employees� awareness and commitment to RSG vision, mission, values, fundamentals, and corporate strategy to establish a highly engaged and motivated human resources, and continuously improve performance.
Policies, Systems, Processes, Procedures, Standards and Reports
Follow all relevant incident response policies, processes, procedures, and instructions to ensure that work is carried out in a controlled, consistent and effective manner.
Assist in the Provide the necessary information and data for the preparation of accurate and timely functional MIS statements and reports to meet corporate and functional requirements, policies, and standards.
Analyze incident response related processes to identify areas of efficiency.
Safety, Quality & Environment
Apply safety, quality and environmental management policies, procedures, and controls to ensure employee safety, legislative compliance, delivery of high-quality products/services and a responsible environmental attitude.
Continuous Improvement
Identify opportunities for continuous improvement to the team�s systems, processes and practices considering �international best practice�, improvement of business processes, cost reduction and productivity improvement.
Assess operational processes and execute improvement strategies to enhance efficiency
Ensure that all operations are carried out according to best practices and standards.
Assess operational processes and execute improvement strategies to enhance efficiency
Ensure that all operations are carried out according to best practices and standards.
Qualification and Experience:
Bachelor�s degree in engineering with Electrical/Mechanical/Telecommunication technology.
6-8 years of relevant experience with at least one year as project lead/manager .