CRC/Shared MIM Operations Manager
Fujitsu
Katowice, Slaskie, Poland
3 d. temu

Job Description

Person on this position will be responsible for leading and owning the response to critical incidents, with potential or realized impact to the Fujitsu customers.

The Major Incident Management Lead is expected to use the business / technology knowledge to build relationships with key internal and external stakeholders, continually improve execution of the incident management process, and reduce the mean time to restore services.

Responsibilities :

  • Establishing the means to resolve the incident and restore business services as rapidly as possible.
  • Ensuring that the appropriate communications are sent to all stakeholders advising of the incident and of the client impact.
  • Making whatever decisions are required to reduce client impact.
  • Work across one or more shifts in a 24x7x365 operational team, whose primary function is to drive all major incidents until resolved.
  • Manage outages, driving and coordinating resolution, including calls, escalation and notification to all senior and executive stakeholders.
  • Train and share knowledge in area of expertise with more junior staff members.
  • Continuous development and daily management of service quality.
  • Assist in ensuring that all processes and procedures are adhered to and are in compliance with corporate guidelines.
  • Grow teams’ technical, business, leadership, and interpersonal skills year over year, including increased certifications around ITIL and other internal and industry-recognized Service Management disciplines.
  • Requirements :

  • Experience managing Major Incidents will be an asset.
  • Track record running incidents in a large, complex enterprise environment.
  • Deep and wide understanding of operations and / or technology architecture and platforms.
  • Extensive technical experience preferably in leadership or strong individual contributor role in other application or infrastructure organization.
  • Experience of working in a process-driven environment.
  • Experience of interacting with a demanding customer-base at senior levels.
  • Familiarity with IT process related industry best practice (ITIL, KT)
  • In-depth understanding of general technology infrastructure concepts (e.g, network, middleware, storage, web architecture, virtualization).
  • Strong deductive reasoning skillset.
  • Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls.
  • Confidence to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership.
  • Strong interpersonal & relationship skills, ability to learn and develop quickly.
  • Team oriented with a collegial approach to addressing challenges.
  • Strong people, process, and business focus.
  • Fluent English.
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