What you’ll be doing...

    • Closely collaborate with the Service Delivery Manager, Head of Application Support and Head of Operations to increase service stability by identifying all improvement opportunities in the operational area.
    • Create the Post Incident Reports for Critical and Major incidents affecting Infrastructure, Middleware or Applications and hand them over to the Problem Management team.
    • Ensures Incident Management process is followed as descried in the Incident Management process and provides regular feedback on delivery performance of Incident Management services back to Service Delivery Manager.
    • Act as a single point of contact (SPOC) for all Incident Management escalations.
    • Responsible for Escalation Management communications in Major/Critical Incidents, emergencies, other urgent situations and manifestations with respect to customer impacting incidents.
    • Responsible for ensuring Incident management activities are dealt with in a controlled and balanced manner with emphasis on restoring impacted customer services as quickly as possible.
    • Responsible for ensuring major incident reporting is completed and submitted to management according to internal KPIs and OLAs.
    • Responsible to ensure that incident profiling is occurring after trouble tickets have been closed and recurring incidents are transferred to Problem Management for Root Cause Analysis activities
    • Support the internal root cause analysis meetings by providing data as required by the Problem Manager or Service Delivery Manager.
    • Own the end to end incident lifecycle, managing relationships between technical teams and other stockholders, including our customers focusing on incident resolution in SLA.
    • Create weekly/monthly reports for customers and internal stakeholders to track the achievement of incident management KPIs and OLAs.
    • Conduct weekly reporting meetings with stakeholders (including our customers) to present KPIs and OLAs achievements.
    • Identify new process improvements to support the organizational changes, provide solutions and drive the implementation along with the Incident Management Process Owner.
    • Update official process descriptions, create process related documents and provide process training to all involved parties (operational teams, vendors, other stakeholders).
    • Analyze the outputs of our process against the SOX/ISO quality criteria and apply improvement measures to meet the SOX and QM requirements to pass the yearly audits.
    • Act as a single point of escalations by solving all internal/external complains regarding incident management related operational deliverables.
    • Conduct incident management governance meetings with all stakeholders to identify areas of improvements and increase customer satisfaction.

What we’re looking for...

    • Bachelor’s Degree in Information Technology or related field. Masters (MBA, MSc) preferred
    • Min 5 years working experience in a complex operational setup.
    • 2+ years’ experience as a Incident Manager.
    • Technical Experience in networking, systems or software engineering roles.
    • Experienced with ITSM/ITIL frameworks.
    • Excellent written and oral communication skills.
    • Ability to stay focused in a fast-paced, high-energy, challenging environment where there are multiple competing priorities daily.
    • Ability to work independently and as part of a team.
    • Experience leading people or teams.
    • Ability to travel both domestically and internationally as needed.
    • Excellent analytical skills with an Intermediate Excel level.
    • Excellent presentation skills.

Mandatory requirements:

 

    • Bachelor’s Degree in Information Technology or related field. Masters (MBA, MSc) preferred
    • Min 5 years working experience in a complex operational setup.
    • 2+ years’ experience as a Incident Manager.
    • Technical Experience in networking, systems or software engineering roles.
    • Excellent written and oral communication skills.
    • ITIL Foundation v3 certified.
    • Intermediate Excel understanding.
    • Excellent presentation skills.

 

Even better if you have:

    • Experience in working in a Software Development company.
    • Agile, Kanban, Lean knowledge or certification.
    • Hand on technical experience in supporting or maintaining IoT platforms.

AWS/ CISCO / Microsoft Server Certifications.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.