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Incident Manager

ID: von_97438913
Full time
Bucharest
Middle
06-08-2024
Responsabilități

Responsibilities:

  • Facilitate incidents through the entire incident lifecycle
  • Provide clear, accurate, and timely updates to internal partners and management during incidents
  • Educate internal partners in terms of our processes
  • Understand customer expectations and optimise the Incident Management processes with functional teams
  • Work closely with Problem Management, to ensure we provide the right outputs
  • Leverage communication skills to successfully interact with team members, stakeholders, and customers
  • Prioritize and triage incidents based on their criticality and impact
  • Document incidents and create post-incident reports for management and stakeholders
Cerințe

Skills:

Preferred Skills and knowledge:

  • Proven understanding of Incident Management frameworks such as ITIL, ISO 20000 or COBIT
  • Strong product knowledge of the Adobe products
  • Experience managing projects with remote/geographically dispersed team members

Excellent interpersonal skills (both oral & written), English is a must!

 

  • Understanding of Service Level Agreements (SLAs) and Service Level Objectives (SLOs)
  • Experience managing complex incidents in a hybrid or multi-cloud environment
  • Collaboration skills working with local and remote teams
  • Able to grasp complex technical concepts & translate them into a simple to understand language
  • Able to act in the implementation of new processes & improvement of existing processes
  • Self-motivated, willing to ask questions and use information to proactively affect change & achieve results
  • Able to think through complex issues & propose alternative solutions to problems
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