Information Technology Infrastructure Library Milano

Information Technology Infrastructure Library
Milano
Lombardia, Milano

Your Role

Your responsibility is to govern Incident and Problem processes locally.

You are required to fully understand changes in the DB group Incidents Management, Major Incidents Management and Problem Management processes in order support the teams in adopting them as appropriate and, where required, to define additional local rules to comply with local requirements and needs as well.

In the event of serious incidents, you (and the team) support the other local technical teams in the evaluation of the impacts, the engagement of the Major Incident Management team to escalate the incident (in case of major impact or high risk of) and the evaluation of the need to inform the local top management and maybe the local Regulator as well.

You attend the Incident Management calls, as much as possible, to support the local/global technical teams and to keep the local TDI management informed about the evolution of the issue and its solution.

You (and the team) directly manage the Problem investigations for issues classified as "P3 Critical" (incidents at risk of major impact) and possibly attend the Problem investigations for Major issues (managed by a central team instead).

You (and the team) monitor the Problem investigations for minor local issues as well, managed by other local teams, to guarantee some quality requirements.

**Key Responsibilities

- Govern Incident and Problem Management Processes in Italy.

- Preparation of Incident and Problem overall reporting for the local management and Auditors.

- Support other local team in understanding and adopting Incident and Problem Management processes correctly.

- Control and monitoring of aged Incidents.

**Personal competences

- Strong interpersonal and communication skills, verbally and in written, in Italian and in English.

- Analytical, decisive, and problem-solving skills.

- Ability to remain calm and collaborate with colleague appropriately, in stressing/emergency conditions as well.

- Make decisions within local and global processes and policies to avoid risks.

- Flexibility and willingness to work autonomously.

- Ability to organize and held meetings and calls with people from multiple teams and countries and/or to attend the same (in English as well).

- Ability to lead a discussion with the several teams/counterparties involved but having different point of views but focusing in reaching an agreed solution of the incident/problems, and able to push for decisions and actions, were necessary.

- Continuous improvement capabilities.

**Your Skills and Qualifications

- Knowledge of standard ITIL processes: Incident, Problem and, possibly, Change management.

- Italian native speaker

- Fluent in English (written and spoken).

- Good knowledge of Excel, Word and PowerPoint.

- IT technical skills

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