Process and Major Incident & Request Manager
ARHS Group
Belvaux, Luxembourg
il y a 22h
source : Moovijob

In order to join one of our team based at a European Institution premises in Luxembourg, ARHS Cube is looking for a Process and Major Incident & Request Manager (M / F)

  • The Process and Major Incident & Request Manager leads the Service Management processes.
  • He / She is also responsible for leading and managing critical situations by restoring service as soon as possible and driving ITIL processes.
  • He / She ensures the appropriate resources are engaged along with providing effective, timely communications to customer and internal stakeholders.
  • Additional, the Process and Major Incident & Request Manager team owns the Release Management lifecycle which includes scheduling, coordinating and the management of releases for multiple applications across various portfolios.
  • The releases can be inclusive of application updates, operating system patches, security improvements, hardware upgrades, Projects and Programs.
  • The Process and Major Incident & Request Manager works collaboratively with all participants in development projects and is supportive of developers and testers as they set up their build dev / test environments.
  • Where necessary he / she will provide tools and services to help project teams manage and deploy releases into production.
  • Role Responsibilities :

  • Design, deploy, and maintain ITIL processes
  • Monitors the performance of processes and composes reports.
  • Develop initiatives for continuous process improvements.
  • Develop best practices for process improvements.
  • Track and communicate status of improvement projects to management.
  • Coordinates with stakeholders to develop process
  • Properly and accurately records all defined problems and identified changes.
  • Organize internal and external audits, assessments and coordinate implementation of the recommendations.
  • Efficiently monitors and follow up P1 / P2 Incident lifecycle through the execution of the Incident Management process.
  • Coordinate, facilitate, communicate across teams / assets to drive resolution of major incidents and ensure all SLAs are achieved.
  • Responsible for documenting the complete Major incident timeline
  • Escalation of risks and issues to management / executives.
  • Coordinate the root cause analysis for P1 / P2 incidents.
  • Conduct analysis and provide input regarding P1 / P2 and major incident trends.
  • Complete ad-hoc and ongoing projects on a need basis.
  • Manage major incidents by taking the necessary initiatives to lead resolution.
  • Efficiently monitors and follows up P1 / P2 Request lifecycle through execution of the Request Management process.
  • Coordinate, facilitate, communicate across teams / resources to drive resolution of high priority requests and ensure all SLAs are met.
  • Escalation of risks and issues to management / executives.
  • Ensure that the root cause of Problems are identified and documented.
  • Chair and contribute to any meetings related to Incident Root Cause Analysis.
  • Chair and contribute to Problem review meetings.
  • Facilitate and manage changes (including ensuring that changes are sufficiently described and contains all necessary information) and ensure that all changes are logged.
  • Chair and contribute to Change Advisory Board meetings
  • Ensure information related to changes are communicated to the customer and internal teams.
  • Issue Service Advisory notifications about any downtime triggered by a change.
  • Ensure the proper information flow between support teams and customer;
  • Prepare performance reports under the form of reports, analyse these reports, identify trends and proposes recommendations for improvements.
  • Build the IT release calendar , measure and monitor progress of releases including negotiating, the release plan and manage all release activities
  • Manage risks and resolve issues that affect release scope, schedule and quality
  • Coordinate release content and effort based on the service backlog, third party releases, or operating system updates
  • Communicate all release plans, commitments, release details, schedules, changes including requirements, QA plans, schedule, and scope changes
  • Manage relationships and coordinate work between different teams at different locations
  • Conduct release readiness reviews, milestone reviews, and Go / No-Go reviews
  • Lead and co-ordinate the Go-Live activities including the execution of the deployment plans and checklists.
  • Maintains a release repository and manages key information such as build and release procedures, dependencies, and notification lists
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