Major Incident Coordinator
Internship Pune (Pune)
Job description
Major Incident Coordinator
Major Incident Coordinator
Company Information
Atos is an international information technology services company with annual revenues of EUR 8.7 billion and 78,500 employees in 42 countries. Serving a global client base, it delivers hi-tech transactional services, consulting, systems integration and managed services. Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. It is the Worldwide Information Technology Partner for the Olympic Games and is quoted on the Paris Eurolist Market. Atos operates under the brands Atos, Atos Consulting, Atos Worldline and Atos WorldGrid.
Notice: Since 1st July 2011, Siemens IT Solutions & Services is part of Atos.
For more information and to see our current vacancies, access the Career section from our website
· Job Title: Major Incident Coordinator for Atos Global IT
· Job Country: India
· Working Hours: Full Time job shifts to cover 24/7
· Job Level (GCM Grade): GCM SDM level 3
Job Description
Most common assignments that we work with include:
· Creation of the process blueprint if one does not already exist
· Maintaining updates to the process where demand/feedback dictates
· Standardizing process among all Global It Towers and sub divisions
· Design and maintain processes according to Global IT End to End process framework
· Manage exceptions related to owned processes
· Maintain release management for owned processes
· Key Performance Indicators Delivery
· Maintain cost of the process and meet budget requirements
· Define, set targets and ensure deployment of KPIs across all Global IT Towers
· Monitor and control quality within the process according to defined KPIs
· Manage Major Incident Management Process for Global IT
· Central point of information gathering and provisioning throughout the complete Major Incident lifecycle
· Coordination of required experts across Global IT Towers and act as the interface and
handover point for non-Atos owned third party incidents if ownership or responsibility is unclear, to
ensure fast restoration of faulty services
· Timely and structured invocation of hierarchical escalation management
Key skills
· Good knowledge of Managed Services structure and operations
· Strong Knowledge of process maps
· Good leadership and high level of energy
· High level of assertiveness and the ability to take the initiative
· Fluent in English & Ability to arbitrate
· Experience in managing change at Global level
· Strong Influence and excellent communication negotiation skills
Experience/Knowledge Desirable
· Relevant industry knowledge and technical skills (database administration, internet protocol, application monitoring, unix systems, networking, server virtualization);
· MCSE/CCNA Certification;
· ITIL Foundation and/or ITIL Intermediate certifications would be an advantage;
· ServiceNow;