sharing the costs of sports activities
Senior Major Incident Manager – Critical Resolution Center
Fujitsu Technology Solutions Sp. z o.o.About the company
- aleja Roździeńskiego 1, KatowiceKatowice, Silesian
- Valid for a monthuntil: 03 Jun 2021
- Remote recruitment
- Remote work
- contract of employment
- manager / supervisor
Managing Major or High Priority Incidents to resolution, demonstrating ownership of all aspects of the resolution of the Incident, actively leading the resolution team and exceeding customer expectations when delivering the service.
Leveraging technology to issue all communications and providing key stakeholder management.
Leading, driving, facilitating and chairing all investigation activities, meetings, and conference call.
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
Be a role model for the team and openly demonstrate the correct behaviours and practices when managing a Major / High Priority Incident
A proven track record in a customer facing role in either a Retail, Finance, Manufacturing business model
Excellent Incident Management knowledge and experience demonstrating understanding of both SLA & OLA delivery
Exceptional written and verbal communication skills.
Be able to communciate with senior management and translate a techncial issue to business langauge including immediate impact and risk to business.
Meticulous attention to detail
Exceptional meeting management skills
Experienced operating in Multi Vendor or SIAM delivery
Command of German language will be an asset
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
remote work opportunities
flexible working time
extra social benefits
sharing the costs of tickets to the movies, theater
employee referral program
Happy Friday (one shorter working day)
This is how we work
This is how we work
Key Performance Indicators
Service performance meets service level agreement (SLAs/OLAs).
Improving efficiency target.