Incident Manager (m / f)
In addition to that, you will assist in driving the resolution of major incident by working across technical areas, facilitating, driving and communicating status throughout the incident report.
This resource will further provide backup responsibility in the areas of change management and problem management.
Upon joining KPMG you will be in charge of the following responsibilities :
Responsible for decisions related to prioritization and escalation of incidents, technical and business communication on outages;
Suggest continuous improvement with resolutions and prioritization;
Manages the life cycle of all incident records from escalation to permanent problem resolution and closure;
Host incident reviews to determine root cause and action plan towards preventing problem recurrence;
Develop, coordinate and promote the ITIL-based Incident Management process, including critical and non-critical incident handling, and continually improve to best practices;
Identify trends and potential problem nominations through incident analysis;
Maintain the Knowledge base and publish both contents to technical and end users;
Act as a single point of contact in case of incidents complains;
Develop, produce, analysis metrics reports on ServiceDesk performance and SLAs;
Provide reports for each major incident;
Works closely with application and infrastructure teams to proactively monitor the environment and engage necessary teams when issues arise;
Demonstrates strong ability to work in a team environment and fosters cross-team and cross-area collaboration;
Act as single Point of Contact with ServiceDesk contractor;
Suggest pro-active action in order to reduce the number of incidents.
We are looking for a candidate with the following qualifications and skills :
At least a bachelor's degree and relevant professional training;
5 years or more of relevant experience in a similar position;
Experience with ServiceNow' Suite of applications for Incident, Problem Management and Monitoring tools. Strong IT technical knowledge;
Experience and knowledge incident and major incident management processes;
Problem management investigation methodology;
ITIL V3 Foundation Certification;
Strong customer service focus;
Ability to work independently, and as part of a team, and manage competing priorities;
Able to work effectively with all levels in an organization;
Ability to handle stressful situations effectively;
Exceptional written and verbal communication skills;
Demonstrated ability to effectively communicate at the technical and business management level;
Excellent capacity to share knowledge with others;
Fluency in English is required; Knowledge of French or German would be an asset.
Interested in learning more about this challenge? We are looking forward to hearing from you!