Senior Major Incident Manager

Senior Major Incident Manager

Maersk Global Service Centres India Private Limited
6-9 years
Not Specified

Job Description


The Maersk Group is a diversified global conglomerate with activities mainly in shipping and energy industries. It employs roughly 88,000 people and generated over 35 billion US dollars in revenue in 2016.
As a Group, its business success is built on a number of strengths: and global reach, financial strength, talented employees, time-honoured values, approach to sustainability and drive to innovate. Combined, these strengths form a unique platform for the Group's continued success and future growth.
The Maersk Group is on the lookout for ambitious, accomplished and dedicated IT individuals who are interested in joining in its transformation journey.
We offer
With the ambitions of the different businesses in the Group, there is a need to strengthen the IT infrastructure, as this is a core enabler for future growth and stability. The Group is now taking the next step in professionalising its IT infrastructure services by creating a world-class professional Command and Control Centre function to monitor and manage its services 24x7. The new Command and Control Centre will service the entire Group by reducing disruption and increasing availability of services.Key responsibilities
Summary:
. Play a key role within the new 24/7 Operations Command and Control Centre based in Pune.
. Lead, coordinate, and facilitate high-priority major incident service restoration and mitigation as quickly as possible.
. Manage, maintain, support, and improve the Maersk IT Support, Operations, and Engineering department's ability to respond to incidents across the entirety of the IT Infrastructure estate.
Key Responsibilities:
. Lead, coordinate, and facilitate high-priority major incident service restoration and mitigation as quickly as possible.
. Drive Service Management best-practice and ITIL process compliance across the business.
. Work with vendors and subject matter expert colleagues to identify appropriate paths to resolve the issue and stop the ongoing business impact
. Document, communicate and log follow up actions for later triage, prioritisation, and action to avoid recurrences
. Make recommendations based on clear, reasoned arguments and be able to spot problems before they occur.We are looking for
Required Experience
. 10+ total work experience in IT Service Management
. 6+ years relevant Major Incident Management
. Demonstrable experience in a fast-paced operations environment.
. Proven experience gained in a similar role, within a large global/enterprise organisation.
. Proven abilities to communicate with key stakeholders across the business and IT.
. Ability to analyse a high volume of technical data
. Strong problem solving, analytical, and time management skills.
. Understanding of enterprise infrastructure including servers, networks, storages, databases etc.
. Broad knowledge of industry standard enterprise applications services
. Broad understanding of change and problem management for establishing handshake between processes.
. Proven Service Management background based on ITIL principles and practices.
Business Skills
. Strong verbal and written business communication and collaboration skills to articulate, rationalise situations during incidents.
. Ability to translate between technical language and business language.
. Diplomatic and Robust with the ability to act in a complex business environment.
. Be enthusiastic and passionate about providing best in class service.
. Diligent prioritisation of multiple work streams and projects.
. Strong conflict management acumen.
. Quick adaptation to significant process changes / overhaul of business functions.
. Use systematic methodology to evaluate, design and implement process or technology change to achieve measurable business benefit.
Personal Skills
. Ability to work as part of a 24/7 shift rota
. Ability to absorb high pressures and stress while working and delivering results.
. Agile and responsive to rapid change
. Attention to detail
. Highly process driven
. Customer first mentality

The Maersk Group is a diversified global conglomerate with activities mainly in shipping and energy industries. It employs roughly 88,000 people and generated over 35 billion US dollars in revenue in 2016. As a Group, its business success is built on a number of strengths: size and global reach, financial strength, talented employees, time-honoured values, approach to sustainability and drive to innovate. Combined, these strengths form a unique platform for the Group's continued success and future growth. The Maersk Group is on the lookout for ambitious, accomplished and dedicated IT individuals who are interested in joining in its transformation journey.

Job Source : jobsearch.maersk.com

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