Operations Support, Incident/Problem Lead Bucharest

Operations Support, Incident/Problem Lead
Bucureşti
Bucharest, Bucharest, Romania

Description

Your role would include:

Providing coaching and oversight to resources; 

Owning problem and incident analytics; 

Demonstrating overall responsibility for problem and incident analytics; 

Establishing consistent execution of IM processes and practices across the TSO, NIS; 

Establishing incidents meet SLAs for quality and performance; 

Establishing incidents are closed in a timely manner across the organization; 

Planning and managing support for incident management tools and processes; 

Coordinating interfaces between incident management and other service management processes;

Establishing recurring incidents are tabled and actioned through the problem management processes; 

Monitoring the effectiveness of incident management and making recommendations for improvement; 

Coordinating responses between technical teams during a service disruption;

Analyzing incident trends and recommending corrective actions; 

Planning and participating in outage review meetings; 

Escalating high priority items to the appropriate department/management; 

Being responsible for tracking problems within infrastructure technology and identify areas of opportunity; 

Understanding the link between incidents, changes and problems to identify prevention opportunities; 

Preparing statistics, KPI and trend reports for use in the problem management process; 

Coordinating, convening and facilitate problem review meetings; 

Developing trend analysis and preparing service improvement plans to address identified gaps; 

Managing and maintaining information stored in the problem database; 

Being responsible for assessment related to prioritization and escalation of problem records; 

Leveraging proactive problem management practices and processes to prevent future incidents; 

Providing feedback to problem management owner in order to improve process effectiveness and quality; 

Being responsible for reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology; 

Job Requirements and Preferences

 

Minimum Years of Experience: 6 year(s) of relevant experience 

Preferred Qualifications: Bachelor Degree 

Preferred Fields of Study: Information Technology 

Requirements of the role:

Demonstrating experience with vendor management and incident management reporting; 

Possessing experience with chair incident management committees; 

Possessing experience with aging ticket management and follow up; 

Sharing and collaborating effectively across teams; 

Possessing analytical and decision making skills with the ability to influence without authority; 

Mobilizing highly skilled technical resources to determine root cause and apply permanent solutions; 

Possessing analytical and decision making skills with the ability to influence without authority;

Improving application stability and resiliency across the organization by reducing incident volumes; 

Demonstrating communication, presentation, and relationship management skills.