Major Incident Support Specialist

Major Incident Support Specialist who is part of a team focused to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. This implies ensuring that the best possible levels of service quality and availability maintained to Support Situation Managers who are in charge of High Priority incident resolution within compound environments with complete confidence, engaging internal and external support teams globally.

• Responsible for the fastest possible investigation and resolution of lower priority (P3) Incidents in order to prevent of a failing IT system in production environment.
• Responsibility for the end-to-end major incident documentation, including but not limited to communication of escalation, investigation and resolution of incidents, ensuring Business / Customer updates are timely and of sufficient quality.
• Ensure that all modes of communication are effectively used throughout the incident life cycle.
• Organizing teleconferences or technical meetings for incidents that need focus.
• Document of agreed action plans with named actions & deadlines. Accountable for the Delivery of that plan.
• Documentation of post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base.
• Contributing to improving of the major incident process and associated procedures / systems.
• Providing consolidated daily production incident metrics to the Head of IT Operations Centre Manager along with team performance and resolution rates.
• Liaison with IT Operation Centre teams (NOC, SOC, DTOC) and/or Key personnel.
• Monitoring the Production Incident Queue, with particular focus on high priority and/or aged Incidents ensuring that Incidents are maintained at the right priority.

Professional competencies (skills and knowledge):

• Short term or higher education in IT or related fields;
• Experience with ITIL event, incident, change management processes; ITIL Foundation, certification in Service Operation or Operational Support would be an advantage.
• Experience in coordinating complex IT problem resolution
• Experience with creating runbooks / operational handbooks would be an advantage.
• Excellent spoken and written English.

Personal competencies (personality and attitude):

• Excellent communication and people skills especially on the phone.
• Strong problem solving skills and decision-making ability.
• Quick orientation and decision-making in stressful situations.
• Flexible, Efficient, Team player
• Quality conscious
• Responsible
• Strong Customer focus

• This is a perfect opportunity to choose career path that will enable you to join fast growing team and to contribute to improvement of the future processes
• An extensive continues training program for  personal and professional skills development;
• Meaningful and rewording work in high-performing international team.
• Work in an international team which concentrates on innovative business facing solutions