Incident Manager -
Title:
Incident Manager
Qualifications:
-
Number:
297
Start Date:
02/12/2019
End Date:
01/04/2020
WorkPlace:
Storkøbenhavn
Experience:
-
Contact Info:
Jesper Søgaard - js@concor.dk - 4048 3447
Project Description:
Primary responsibility is to act as an Incident Manager in a team of 5 colleagues, Incident Management department is open 07-17.
Major Incident Manager tasks (On Call, 24/7, normally for one week at a time) may also be required and the candidates are expected to be able to make themselves available for MIM-duties if notified in a timely manner.
Act as Incident Manager
The assignment includes:
Following up on Incidents
Reporting progress of Incidents
Ensuring that progress is made on Incidents and so the SLA does not breach
Handling deviations where Incidents are not on right track
Ensuring that work is done on Incidents
Handling escalations of Incidents where progress is not as expected
Ensuring communication to User Community, Business and other stakeholders
Ensuring and following up on cooperation between suppliers on Incidents
Transfer of knowledge
Hand-over of gained experience, implemented continuous improvements and general status to team members
Requirements: Fulfillment of assignment
Excellent analytical skills.
Excellent coordination and independence skills.
Very well structured and delivery oriented.
At least 3 years of experience with support and suppliers.
Proven ability to independently capture and share information through formal written documentation in English and local language.
Fluent in English and a local language (Swedish or Danish), both spoken and written.
Education and experience
The qualifications requested for the assignment:
Relevant knowledge and skills in relation to Incident Management Ways of Working, acquired through work experience and continuing professional education.
Preferably technical skills in Application Management or IT infrastructure in the form of technical understanding.
At least three years of experience in monitoring outsourced support activities according to agreements.
Clear understanding of ITIL, first and foremost Service Operation.
Thorough knowledge of the Incident Management process.