Major Incident Manager

To manage and maintain the Major Incident process and associated procedures initiating the Major Incident process when required, facilitating the end-to-end process to ensure timely resolution Providing an escalation point for Service Delivery Managers to discuss details of any rejected escalations and ensure they are informed of progress to ensure consistent and timely feedback to customers Responsible for key activities during an incident or crisis including being responsible for both the co-ordination of resources to restore service and the communication process to keep clients and Management updated with Incident progress Determine the priority and urgency of incidents for resolution, monitor progress and apply escalation procedures for incidents not progressions satisfactorily. Provides a central escalation point for staff and demonstrates ingenuity in applying knowledge to non-standard situations. Requirements Detailed understanding of the ITIL Framework and experience meeting Service Level Targets. High level of working in IT Service Delivery function. Sustantial experience of completing assessment and analysis of major incidents and resolutions. High level of understanding of computers and supporting infraestructure to identify common issues. Proficient in customer service techniques for ensuting that full account is taken of customers real and stated needs in the delivery. Benefits Horario Flexible, tiket restaurante, Seguro médico y cursos y certificaciones.