Incident Manager

Ensono is seeking an Incident Manager to join its global Major Incident Management team. The Major Incident Manager (MIM) applies, improves, and maintains our Major Incident Management processes through collaborative engagement with all areas and levels of our support organisation. During business-impacting incidents, the MIM ensures timely escalations to technical teams, coordinates with support resources, and drives service restoration activities. The role also includes creating and managing timely communications during outages to stakeholders and supports performing the root cause analysis & and conducting follow-up meetings.

Job Description

Some of the things you will be doing.

– Managing critical incidents, including Facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders.

– Ensuring that ITIL-aligned Incident Management processes are followed so that actions are consistent throughout the organization & the Incident lifecycle.

– Documenting details related to Major Incidents, including the persons & teams engaged, service restoration actions and its associated results, root cause details and preventative action items for Problem Management.

– Conducting an after-action review with all parties actively engaged during a Major Incident and participating as needed in the Problem Management process as part of the investigatory team.

– Participating as a global team member to coordinate the seamless transition of active incidents across and between regions, participate in and assist with communications, reporting, and follow-up actions.

Required Skills

– Excellent verbal and written communication skills are required in all aspects of this role.  You will need to use proper spelling, grammar, and business language to effectively communicate with key stakeholders & leadership (both internally and with our clients).

– Solid interpersonal skills and a positive disposition are essential to working effectively across the organization to drive results, and a strong desire to help others succeed will be key in working and collaborating as part of our global team.

– Ability to self-motivate, to identify and implement appropriate day to day actions with high-level direction and minimal guidance.

– Ability to identify or infer from information available, the impact to business resulting from an incident, and determine & drive the escalation and response plan appropriate to the impact.

– Ability to effectively translate complex technical details into business equivalent terms for communication to a wider non-technical audience.

– Outgoing & collaborative approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results.

– Proficiency with Microsoft Office Suite and desktop publishing (Outlook, PowerPoint, Excel, Word, etc.) is required for this role.

Desired Skills

– Strong understanding of ITIL and Major Incident Management practices.

– Experience with automation and monitoring technologies.

– Good understanding of infrastructure technologies and Data-center

– Understanding of Hybrid Cloud, IaaS & PaaS Architecture, Networking Knowledge, Storage/database, and Mainframe Computers knowhow would be an added advantage

– Friendly, outgoing, positive approach to daily work and interactions, and a creative approach to solving problems and driving results. 

Experience & Education

Demonstrable experience working in an operational area of IT, within a large or multi-client environment, in any of the following:

• Primary/Senior/Lead technical support role, with 3 to 6 years of experience.
• Graduate Degree Holder or Equivalent
• Within a 24×7 Network Operations, Security Operations, or Customer Service Center
• Incident Management with a demonstrated track record of increasing responsibility or satisfactory results.
• ITIL Foundation V3/V4 Certified

Work Pattern

This role operates and involves providing 24/7 support, working in night shifts, working on weekends and providing On-Call support is a must.