- Manage major incident management for strategically important clients Execute rapid and precise protocols for validating incident impact accurately Spearhead communication channels such as bridge calls demanding accountability from all involved parties Instigate swift and decisive escalations when warranted until optimal resolution hierarchy is engaged Lead from front to document incident with meticulous, accurate, and unambiguous details Take command of executive communications that provide a concise yet comprehensive details on the state of major incident and articulate the impact on business operations with unwavering clarity Generate reports on post incident analysis and lessons learned with insights to aid customer on strategic decisions
- Demonstrate clear understanding of contractual commitments and leads the major incident management operations in achieving them
- Act as SPOC for process related questions at the advisory capacity
- Champion a pursuit of excellence in major incident management process and procedures
- Plan and conduct trainings for global delivery teams on major incident protocols
- Stay at the forefront of industry trends and provides services to the client at high standards
- Develop value driven KPIs that focuses on service performance and seek continuous improvement through innovative ideas and principles
- Bachelor's Degree and a minimum of 8 years of relevant experience
- Certifications
- Required: ITIL v4 Foundation
- Preferred: ITIL v4 Managing Professional (MP)
- Desired: ITIL v4 Strategic Leader (SL)
- Strong experience with ITIL and other service management methodologies
- Well versed with process KPIs and ability to report on them
- Proficient in communicating in English, as evidenced by strong vocabulary, grammar, reading, listening, speaking, and writing skills.
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Service Management Advisor - Hopkins, United States - Unisys Corporation
Description
What success looks like in this role:
You will be successful in this role if you have:
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