Major Incident Manager
1 semana atrás
Do you want to contribute to shaping the future of healthcare? SiemensHealthineers is looking for individuals who are dedicated to this noble cause, showcasing their innovative spirit along with our rich history of engineering in the healthcare sector.
We provide a dynamic and flexible setting where you can push your boundaries to foster personal and professional growth. Intrigued?
Come on board and join us as a Major Incident Manager. In this role, you will be responsible for overseeing significant and severe incidents that impact the business, particularly those related to large-scale infrastructure issues. Your main tasks will involve coordinating real-time service recovery and actively managing risks.
This position is based in Lisbon, and you will collaborate with colleagues from regions such as the Americas, EMEA, and Asia Pacific.
Role Profile
Coverage hours are from 08:00 to 17:00, with an 8-hour shift on a typical day, inclusive of rotational holiday/weekend on-call duties. You will collaborate with the Operations Management team to handle technical remediation calls and assess business impact, ensuring all teams are dedicated to resolving issues promptly and communicating effectively with relevant stakeholders. This role demands working under pressure, strong organizational skills, sound judgement, and keen analytical abilities. The position requires independent decision-making and sound judgement, involving direct interactions with various service teams in a high-pressure environment. The successful candidate will lead day-to-day operational tasks by ensuring efficiency and structure in the Major Incident process within their respective region. This role is pivotal in Service Operations, encompassing Incident Management, Problem Management, Change Management, and Major Events Planning. As part of the Global Operations Center (GOC) team, you will collaborate with teams and individuals worldwide, influencing decisions that directly impact operational stability across Healthineers at all levels. Additionally, this position will involve providing guidance on processes related to Incident Management, Problem Management, Change Management, and delivering other ITSM services. Proficiency in ITIL Service Operations processes and extensive experience in complex global organizations with substantial outsourcing are prerequisites. Daily tasks include managing major incidents, overseeing problem management activities, conducting root cause analysis reviews, and implementing changes to enhance operational stability at SiemensHealthineers.Outside this role, there are opportunities for educational and training programs in technology, fostering IT relationships, and opportunities to embody the Healthineers' Purpose and Values.
Qualifications:
Leadership skills: Excellent communication abilities to provide high-quality verbal and written summaries that are comprehensive, accurate, and focused on business impact. A motivated team player with a track record of successful collaboration in a matrix organization. Capacity to lead with integrity, remain composed during high-pressure situations, and manage multiple demands and shifting priorities effectively. Crisis management skills: Prior experience in IT Major Incident Management, preferably within the Healthcare sector. Ability to quickly grasp complex technical scenarios under pressure, facilitate discussions with remote groups, translate technical incidents into business terms, learn new technologies, establish contacts, and influence IT operations. Strong organizational skills to handle multiple tasks simultaneously. Technical skills: Troubleshooting expertise in a support environment, showing commitment and drive for incident resolution. Understanding of various IT technologies such as Network, Voice, Data Center, Cloud, End User Computing, and Application Management Practices.Additionally
ITIL V3/V4 certification Project management certification desired but not mandatory Ability to establish strong relationships of trust with users. Critical thinking skills to comprehend system dependencies. Efficient and effective work habits without constant supervision. Create detailed technical designs for new technology implementations and monitoring strategies. Strong organizational, analytical, and problems-solving proficiencies. Proven ability to juggle multiple priorities while adapting to changing user needs and meeting deadlines. Meticulous attention to detail and innovative problem-solving aptitude. Zeal for addressing operational and business challenges. Experience and training in root cause analysis. Capable of thriving in a fast-paced team setting-
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