Incident Manager

About the job and your team

The Incident Manager within the GBS IT Service Management Office is responsible for managing and controlling IT incidents and supporting other ITIL processes to ensure efficient and effective IT service delivery. This role involves working in a team, coordinating incident response efforts with resolver groups and vendors. Beyond the incident management it focuses on preventive actions to mitigate incident impact caused by bouncing tickets handling and backlog management and control. 

You will work on

•    Collaborate with resolver teams to restore IT services to normal operation as quickly as possible while managing the day-to-day incident management related tasks
•    Continuously monitor and control the Incident management KPIs working with resolvers 
•    Track and analyze recurring or bouncing tickets. Reach out to resolver teams, work with supporting vendor. Identify patterns and underlying issues to prevent recurrence.
•    Track and manage backlog tickets, reach out to vendor for task execution.
•    Regularly review and manage the incident backlog. Prioritize backlog incidents based on their impact and urgency. Ensure resolution and admin. of actions esp. of aged backlog.
•    Monitor and report on KPIs to track performance and success.
•    Collaborate with all other IT functions, organizations, stakeholders and vendors to ensure seamless service delivery, resolution of incidents.
•    Ensure timely communication, escalation and resolution of critical incidents in accordance with the pre-defined Service Level Agreements and Business Requirements.
•    Actively participate in post-incident reviews to identify root causes, propose and implement preventive measures.
•    Provide on-call services as per needs / schedules
•    Contribute to continuous improvement for all Service Management processes
•    Ensure to work in compliance with Hydro Quality system, HSE regulations, policies and standardized operating procedures. 
•    Perform all other tasks upon the instructions of the superior in charge which may be necessitated by the operations of the related unit and which do not conflict with any applicable laws, statutory provisions and company rules. 
•    Compliance with area-specific customer requirements

What we offer you

•    Working at the world’s only fully integrated aluminum and leading renewable energy company
•    Diverse, global teams
•    Flexible work environment/home office
•    We provide you the freedom to be creative and to learn from experts
•    Possibility to grow with the company, gain new certificates
•    Attractive benefit package

Your qualifications and skills

•    5+ years in IT Operations / Incident Management
•    Minimum 3-year relevant University Degree or equivalent work-experience
•    Fluency in English
•    Understanding of IT Infrastructure, systems, technologies 
•    ITIL v3 or v4 certification is a must 
•    Proven knowledge & experience in managing P1 incidents with multiple vendors in multinational environment
•    Strong analytical and process improvement skills
•    Strong problem-solving and effective communication skills
•    Knowledge of Service Management tools (e.g. ServiceNow, CMDB)
•    3+ years’ experience in customer management 
•    3+ years’ in managing critical situation with vendors
•    ITIL v3 or v4