Major Incident & Escalation Manager

Major Incident and Escalation Manager is a part of the Global Major Incident Management & Escalation team, this person is responsible for leading Major Incidents and Escalations to recover customers´ IT services in the shortest time using all available resources.

Major Incident and Escalation Manager leads, coordinates and documents the service restoration activities by sourcing and leading the technical meetings for the Major Incidents. We communicate with the internal and external stakeholders to ensure the progress of the investigation, solving and informing actions. Together with the technical teams, we develop and implement a strategy to restore services as quickly as possible. The Global Major Incident Management & Escalation team conducts a review of each major incident once the service is restored, analyses the incident, and takes action to prevent a similar incident in the future. Furthermore, we contribute to the corrective action and continuous improvement in the overall quality of services provided to Tietoevry customers.

What will be your key responsibilities:

  • Major Incident Management process workflow ownership and accountability;
  • Validation of identified/proposed incident accordingly to Major Incident criteria and either approving or rejecting MI status;
  • Justification of MI status rejection and explanation of what other ITIL processes can help with resolution;
  • Communicating relevant/required updates to the stakeholders;
  • Initiation of a technical meeting with all required technicians;
  • Problem investigation/creation;
  • Resolution coordination;
  • Providing regular updates to the stakeholders;
  • Collecting all internal inputs from involved parties, necessary for the Root Cause Analysis (RCA) and composing Major Incident Report;
  • Capturing the data found during the Major Incident Management Process to drive continuous improvements to the Incident Management practices used throughout the organization;
  • Verifying and defining the impact of Major Security Incidents;
  • Driving resolution of Major Security Incident;

What experience should you have:

With our great customer focus, you need to be service-minded, have a positive attitude and a good sense of quality. Our high rate of change also requires that you are flexible, independent and that you are motivated by results. Basically, you have many years of experience in Incident Management with a focus on server and application operation or client support. It is also an advantage if you are ITIL Foundation certified.

Please note, this is a shift based position (24/7).

What do you get in return:

  • Contract is for an indefinite period of time > we count on you!
  • work partially or completely remote > work from wherever it suits you
  • extra holidays > we have 25 days off plus 2 sick days.
  • we contribute from 10 400 CZK per year > you name it. Choose from contributions for pension and life insurance, sports, culture, health, travel or education in the cafeteria.
  • educate yourself > we regularly organize and pay for IT courses, certifications, language training and personal development courses
  • 107 Kč meal allowance on top of your salary
  • reward for a new colleague > refer another colleague to us and get up to 80,000 CZK
  • we'll support you when you're sick > for colleagues who are seriously ill for a long period of time, we contribute to sick pay in excess of the law
  • extra work is appreciated > when overtime is needed, we pay more than the law requires
  • stay fit and fresh > in Ostrava, use the free fitness facilities in the building, in other locations, do sports with Multisport
  • Nordic culture > at Tietoevry, we believe in you. No one is breathing down your neck and checking every minute of your work. We are friendly and open.

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