Major Incident Manager
Luxoft
Zurich, CH
vor 3 Tg.

Project Description

As part of Mission Control you will be the point of contact for everything related to the production environment.

You are part of the core team of the TOC Mission Control and you collaborate closely with the other TOC teams.

As a Mission Control representative you will lead Incident Management in the client Technology Operations along the defined standards and guidelines of the Incident Management framework.

Working in collaboration with the different technology support organizations and business stakeholders you drive fast and reliable incident resolution and therefore, support smooth and reliable Technology Services operations.

In addition to the resolution activities you ensure precise and timely incident communications to the different stakeholders within the client.

Responsibilities

Have and provide a production overview across the bank

  • Be the central point of contact to provide an overview of the production health for technology
  • Proactively monitor the environment at a top level for abnormalities using telemetry and perform more focused investigations when necessary
  • Correlate cross-IT Business stream issues / events
  • Run and support incident management

  • Actively manage all Major technology related Incidents
  • Overview of Incidents their current state and related escalations
  • Analyse incident trends to drive resolution
  • Mitigate incidents before they increase in severity
  • Control and ensure the quality of incident communications

  • Have an overview of all incident notifications released
  • Be accountable for the content of all major incident notifications
  • Provide quality content for cross-stream major incident notifications
  • Be accountable for the quality and hygiene of all stream incident notifications
  • Run and support Mission Control Command & Control activities

  • Be aware of the change portfolio / activities and communicate these effectively
  • Understand the effect of significant UBS events, financial events and market news
  • Establish and maintain collaborative working relationships with functional counterparts of the other TOC streams

    Perform analytics by collecting real time data, identify trends and pro-actively resolve and manage issues / events before they become incidents.

    Must have

  • Several years of experience within an IT operations organization.
  • ITIL certification and experience as a service-, incident- or problem manager.
  • Experienced in managing IT incidents in a global, multi-stream environment
  • Excellent interpersonal skills and a collaborative management style.
  • A demonstrated commitment to high professional ethical standards and a diverse workplace.
  • Excellent analytical- and problem solving skills in connection with a solution oriented attitude.
  • Knowledge of diverse Technology solutions and services (networks, operating systems, infrastructure components, applications)
  • Excellent communication skills that allow you to interact on all levels
  • Ability to delegate and collaborate
  • You are :

  • Fluent in Business English and able to communicate clearly & effectively across all levels.
  • Excellent team player with pro-active, positive personality and "can-do" attitude.
  • Have the ability to multi-task and prioritize incidents accordingly.
  • Nice to have

  • Splunk experience is a big plus
  • Data analysis, dashboards (e.g. Tableau) experience is a plus
  • Languages

    English : C1 Advanced

    Senior

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