JOB DESCRIPTION

Our ideal candidate should have a minimum of 6 years of experience in Incident and Major incident management. An outstanding incident manager should excel at multitasking and remain judicious during major incidents and obtain detailed root cause analysis (in the Problem management front). Working in the multi-supplier model by applying ITIL practices and being able to adapt agile best practices. He/she will be accountable for managing the Kone-approved Incident and Major management processes.

Roles & Responsibilities:

Prioritizing incidents according to their urgency and influence on the business

Collaborating with the AskIT and other support teams (including 3rd party suppliers) to ensure that all protocols are diligently followed

Follow the KONE-approved incident and Service Request management process and suggest process improvements and maturity when required to the Process Owners

Part of Service request management – maintain Service catalogs, track, and update with the help of relevant stakeholders

Managing multiple suppliers of services and integrating them to provide a single business-facing IT organization

Seamlessly integrate interdependent services from various internal and external service providers into end-to-end services in order to meet business requirements

Proven experience in handling Bridge calls

Create Major Incident Technical & Management Bridge calls Steer and manage the Major Incident Bridge Calls Distribute Major Incident communications

Raise hierarchical and time-bound escalations with vendors for tickets that are reaching their SLA (Service Level Agreement) thresholds

Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution and contractual fulfillment.

SPOC (Single Point of Contact) for all Major Incidents - Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process

Monitor the incidents to ensure that the Service Level Agreement is respected

Identify, initiate, schedule, and conduct incident reviews in periodic intervals

Plan, coordinate, and control the restoration of complex and high-impact system problems that occur within the production environment

Develop strong working relationships with support and delivery teams, management and liaise with support areas as required

Understand and clearly communicate the business impact of major incidents

Communication via various means including email notifications, Yammer posts, SMS, etc... to relevant stakeholders - act as a central communication point for major incidents – all Priority 1 issues and Priority 2 issues as required

Providing updates/communication to senior management on the status of P1 (Priority 1) & P2 (Priority 2) incidents

As a major incident manager manages significant outages and crises and reports issues to problem management

Provide assistance with identifying problem management trends

Analysis and trending of incidents, and root causes to allow improvement initiatives to be accepted and delivered in conjunction with Service Managers, where required

Act as a Knowledge manager to contribute and track the progress of Knowledge management

Ready to work in rotational shifts (if required)

Competency:

ITIL foundation with DevOps and Agile concepts/methodology understanding

ITSM tool knowledge, reporting, and basic configuration – Service now, Remedy force, etc.

Job-specific skills:

Formidable team player with excellent interpersonal skills

Ability to effectively manage multiple priorities with minimal supervision

Systematic, disciplined, and analytical approach to problem-solving

Customer-focused and Problem-solving skills

Logical and critical thinking

Technical understanding (basic Infra and Application services)

Quick learner & Ready to adopt

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.