Senior Major Incident

3 days ago

مصر, Egypt Orange Business Services Full time

**About the role**:
The successful Major Incident Manager will have the relevant skills and experience specified below.

**Job Description**:
Main Responsibilities include:

- Operating and maintaining the Incident management process and governance framework.
- Command high profile major incidents within complex environments engaging internal and external support teams globally.
- Ensure engagement and focus of relevant resolvers for impact and decision making purposes.
- Establishing control of the activities related to the Major Incident resolution.
- Ensuring swift creation and proper execution of the Major Incident Restoration and Communication plans.
- Ensuring that contingency options are identified and evaluated.
- Accountable as single source delivering clear and accurate communication during all major incident across the business and technology including senior and exec management levels.
- Act as the point of escalation for the other members of the Major Incident Restoration Team & Customer.
- Own and drive Major Incident related escalations.
- capture all Major Incident details and update all necessary documents and databases.
- Collaborate with a variety of technical teams, project managers, and executive leadership to get the right results.
- Ability to prioritize multiple high priority issues, at any given time, without sacrificing SLA commitments.

**About you**:
PABILITIES - Essential Skills:

- At least 5 to 7 Years experience in an ITIL-based organization specifically within an Operational Space working closely with Incidents and Major Incidents.
- Ability to coordinate and chair Major Incident war rooms during a live incident, must be able to take an active lead in driving the restoration of service.
- Excellent verbal/written communication skills; ability to communicate appropriately with all levels of management.
- Ability to work in dynamic and high-pressure situations
- Strong leadership skills; ability to work largely unsupervised and see tasks through to completion without regular follow-up.
- Ability to adapt to different cultures and environments like working in teams, transversally, and in project mode.
- ITILv3 Foundation Certificate or higher
- Solid Network skills
- Solid teamwork & collaboration skills,
- Solid Customer facing skills.

**Department**:
Global Delivery & Operations

**Contract**:
Regular

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