Atos posted a job you might be interested in June 05, 2014 at 04:02PM

Atos



Major Incident Manager

Dallas/Fort Worth Area, US - Information Technology and Services

General Duties:



• Execution of Major Incident Management process tasks in adherence with global and local requirements.

• Coordination and management of Major Incident Management process activities across the global factory and with external.

• Escalation of risks and issues to the (Major) Incident Management Regional/GBU Process Owner.

• Supporting Major Incident Management reporting (KPIs and customer SLAs).

• Assists the Major Incident Management Global and Regional/GBU Process Owners in driving Service management best-practice and ITIL process standardization.

• Assist the Major Incident Management Global and Regional/GBU Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across their account(s).

• Assists the Major Incident Management Global and Regional/GBU Process Owner in identifying and planning for Major Incident Management process improvement projects.

• Drives implementation of standard execution of the Major Incident Management process.

• Assists the Major Incident Management Global and Regional/GBU Process Owners in driving cross-account process standardization.



Process Specific:



• Responsible for the complete process adherence and handling of major incidents according to SLAs.

• Responsible for the approval of Major Incidents and overall owner of the Major Incident until resolution.

• Responsible to establish technical & business war rooms as required.

• Responsible to act as an escalation point to expedite incident resolution.

• Responsible for customer satisfaction throughout the escalation.

• Responsible for Atos Leadership Communications.

• Responsible to represent Atos to the customer (valid for nightshift/weekend/holidays). Agrees issue definition, action plan and success criteria with customer (during emergency mode).

• Responsible for information dissemination of major incidents.

• Accountable to get approval for needed emergency changes.

• Responsible for the appraisal of customer and Atos business situation for action and contingency planning.

• Liaison with team managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets.

• In conjunction with Problem Manager ensure quality and usage of knowledge base.

• Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution of major incidents and contractual fulfillment.

• Participate in the review of P1 incidents and Major Incident situations.

• Ensure that Major Incident Management KPIs are reported and their targets met.

• Addresses RCA responsibility.

• Build strong linkages with all core ITIL processes as part of the end-to-end process.

• Act as a mentor to other core ITIL Process for continued Major Incident Improvements.





No salary provided



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