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Major Incident Manager
4 meses atrás
Do you want to help create the future of healthcare? SiemensHealthineers is a place for people who dedicate their energy and passion tothis greater cause. It reflects their pioneering spirit combined with our longhistory of engineering in the ever-evolving healthcare industry.
We offer you a flexible and dynamic environment where youhave the space to stretch beyond your comfort zone in order to grow personallyand professionally. Sound interesting?
Then come in and join our team as a Major Incident Manager.You will primarily manage major and severe business impacting incidents,predominantly involving large scale infrastructure issues, by coordinatingreal-time service restoration and actively managing risk.
This position is based out of Lisbon, and you will havecolleagues in regions such as Americas, EMEA and Asia Pacific.
Role profile
Coverage hours are from 08:00 to 17:00 and atypical day would consist of an 8 hour shift, in addition to a rotationalholiday/weekend on-call. You would partner with the rest of the OperationsManagement team to manage technical remediation calls and the assessment ofimpact to the business, ensuring that all participating teams are focused onimpact remediation and providing timely incident communications to relevantstakeholders. The position requires working under high pressure situations,organizational and situational awareness, sound judgement and a stronganalytical ability. This position requires the ability to exercisesound judgement and make decisions independently through direct interactionwith service owners, service desk, and service partners in a high-pressureenvironment. A successful candidate will lead day-to-dayoperational responsibilities by providing structure and efficiency in the MajorIncident process for the shift in their respective region. This position plays a mission critical role inService Operations: Incident Management, Problem Management, Change Managementand Major Events Planning. As a member of our Global Operations Center(GOC) team, you are in the unique position to interact with people and teamsglobally, across all levels of Healthineers, and influence decisions that havea direct impact on operational stability. The role will also involve advising andconsulting on processes related to Incident Management, Problem Management andChange Management, as well as the delivery of the other ITSM services. Thisrole will require deep experience in ITIL Service Operations processes anddocumented experience in highly complex global organizations with significantoutsourcing. The daily activities will include, but not limited to, managingmajor incidents, ensuring problem management activities are underway and followup with the necessary stakeholders to review root cause analysis and drivechange that will bring additional operational stability to the SiemensHealthineers.Outside of the role there are opportunities for educational,training and communication programs in technology, building relationshipsacross IT, and numerous opportunities to exemplify the Healthineers Purpose andValues.
Qualifications:
Leadership skills:Excellent communicator with the ability tocreate high quality verbal and written summaries that are comprehensive,accurate and focused on business partner understanding and impact.Highly motivated team player with a successfultrack record of working collaboratively in a matrix organization.Ability to lead with integrity and remain calmduring stressful situations while managing multiple demands and changingpriorities Crisis management skills:Prior IT Major Incident Management experiencerequired (within the Healthcare sector preferred)Ability to rapidly absorb and understand complextechnical situations under pressureAbility to facilitate conversations with largegroups of remote peopleAbility to translate technical incidents intobusiness termsEnthusiasm to learn new technologies, make newcontacts and influence the way IT operatesExcellent organizational skills, with theability to manage multiple tasks simultaneously Technical skills:Troubleshooting skills within a supportenvironment including a strong sense of commitment and drive towards incidentresolutionUnderstanding and experience of IT technologies- Network, Voice, Data Center, Cloud, End User Computing, ApplicationManagement Practices.Additionally
ITIL V3/V4 certification Project management certification desired but notrequired Ability to build strong relationships and trustwith users. Ability to think critically and understand thedependencies in connected systems. Ability to work effectively and efficiently withminimal supervision. Provide detailed technical designs for newtechnology deployments and monitoring concepts Strong organizational, analytical, andproblem-solving skills. History of balancing multiple prioritiessimultaneously with the ability to adapt to the changing needs of the userswhile meeting deadlines. Critical attention to detail and solid creativeproblem-solving skills. Passion for solving operational and businessproblems. Experience and training in root cause analysis. Ability to work in a fast-paced team environment