Incident Manager_GCM4

Job description

Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.

Job Title:

Incident Manager

Job Category:

Full Time/ Permanent

Department/Group:

IoT GDC IN

Location:

Bangalore

Travel Required:

No

GCM reference code

4

GCM skill levels

Salary p.a.

Job Description

Job description: Incident Manager

1.1Purpose

The Incident Manager is accountable to actively participate in the delivery of the Service Management Center-owned Global Incident Management process and thus support the delivery of end-to-end services in line with customer and internal SLAs/KPIs.

Working within the Incident Management process management community, the Incident Manager will either:

· Be accountable for the execution of the Incident Management process for one major account.
· Manage a team of Incident Coordinators delivering the Incident Management process to one major account or
· Manage a team of Incident Coordinators delivering the Incident Management process to a number of accounts.
· Be accountable for the execution of the Incident Management process to a number of accounts.
· This will involve working closely with both the local and global delivery units and account service teams.

1.2Principal activities

1.2.1General

· Execution of Incident Management process tasks in adherence with global and local requirements.
· Coordination and management of Incident Management process activities across the global factory and with external suppliers to agreed global and local SLAs.
· Escalation of risks and issues to the Incident Management Regional Process Owner.
· Supporting Incident Management reporting (KPIs and customer SLAs).
· Assists the Incident Management Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization.
· Assist the Incident Management Global and Regional Process Owners in ensuring consistent end-to-end application of the Incident Management process across their account(s).
· Assists the Incident Management Global and Regional Process Owner in identifying and planning for Incident Management process improvement projects.
· Drives implementation of standard execution of the Incident Management process.
· Assists the Incident Management Global and Regional Process Owners in driving cross-account process standardization.
· Assists the Incident Management Global and Regional Process Owners in standardization to enable offshore targets.

1.2.2Process Specific

· Responsible for the complete process adherence and handling of incidents according to SLAs.
· Responsible to act as an escalation point to expedite incident resolution.
· Responsible to handle P1 incidents and escalate to Major Incident Manager when it becomes a Major Incident.
· liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets.
· In conjunction with Knowledge Manager and Problem Manager ensure quality and usage of knowledge base.
· Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution and contractual fulfillment.
· Escalation of Major Incident to Major Incident Manager to ensure timely resolution and communication.
· Participate in the review of P1 incidents and Major Incident situations.
· Ensure that Incident Management KPIs are reported and their targets met.

NOTE: Shared lines used cross job description/operating model/process description are in italic.

1.3Authorizations

The Incident Manager is authorized to:

· Approve the execution of tasks within the Incident Management process across delivery units (Global Factory, Country production Centers, Account Service team, Third Parties).
· Escalate risks and issues to relevant management level.
· Approve on compliancy with standards for the Incident Management process.

1.4Reporting relationship and organizational interfaces

The Incident Manager reports directly to the Incident Management Regional Process Owner.

The Incident Manager may manage a team of Incident Coordinators.

The Incident Manager will interface with the Process Service Manager in the Account Service Team and the technical experts in the Global Factory.

1.5Experience, Skills and Knowledge & GCM grade

1.5.1Key skills

The Incident Manager has the following key-skills:

· Builds long-term relationships with internal colleagues.
· Broadly skilled in information and communications technology.
· Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.
· Ability to work independently and take decisions where necessary.
· Successful delivery against commitments and deadlines.
· Promotes and supports standardization and continuous improvement.

1.5.2Experience/Knowledge Essential

· Detailed knowledge of the theory and operation aspects of their process.
· Minimum 3 years ITIL Operational experience in the Incident Management process.
· Understanding of the Atos IT Control Framework and the Atos organization.
· Understanding of the Atos Service Management Model.
· Competent with Microsoft Office, Microsoft Excel, Microsoft Word.

1.5.3Mandatory

ITIL Foundation Certified.

Approved By:

Kamaraj Manoharan

Date:

05/09/2018

Last Updated By:

Date:

Compensation and Benefits
A great incentive to join the Atos team is the market competitive range of benefits that the Company provides. These include a competitive salary, as well as a number of core benefits, such as; 25 days annual leave plus bank holidays; private medical insurance, which all new starters will be automatically opted into; an attractive stakeholder pension scheme, with employer contributions of up to 10% basic salary; Life Assurance; Income Protection; Personal Accident Insurance; and Season Ticket Loan. In addition to this Atos operates a flexible benefits scheme that allows you to purchase discounted products and services. Additionally, comprehensive training and development is delivered in a variety of ways, leading to accreditation if required.

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.