Major Incident Manager Freelancer Lazio

Major Incident Manager Freelancer
Roma
Lazio, Lazio

Major Incident Manager || End User || ONLY FREELANCE VAT/CONTRACTORS || Long project ||Role Purpose: The Major Incident Management team is the point of escalation for the incidents that can have severe financial, production or reputational impact to *** Online Stores, Offices, Distribution Centres & Datacentres (On Premise & Cloud).

The Major Incident Manager will assess & prioritise the incident and based on the priority will co-ordinate with resolver teams (Internal & External) to restore the service as quickly as possible while keeping all Major Incident stakeholders communicated regularly.

The person will be responsible for Incident Management escalations, follow-ups, customer coordination and providing reports such as Major Incident Report and Root Cause Analysis.

Scope of this role is to ensure that all Production major incidents are logged, tracked and resolved with detailed accurate information. Key Responsibilities: Major Incident Management process champion Participate in impact assessment & priority assignment.

Own Major Incidents Manage Major Incidents lifecycle.

Ensures that Major incident process is followed efficiently, and all incidents are escalated through to the resolver teams in a timely manner.

Facilitate the major incident bridge with resolver teams.

Issue regular Major Incidents communications.

Review Major Incidents daily: monitor and improve Service resolution time; assist in quality control of the MI updates and resolutions.

Chair Post Incident review meeting to perform root cause investigation, trigger post incident improvement activities; also capture lesson learnt during Major Incident handling and obtain MI handling feedback from stakeholders.

Publish Major incident reports within expected period with detailed accurate information.

Make continuous service improvements suggestions and system improvements to support problem management function.

Liaise with Change Management team when a Major Incident is caused by a release/change/maintenance.

Actively participate in change advisory board (CAB) meetings.

Assist in feedback on operational procedures, ensure that they are up to date, and participate to their improvement.

Help create & manage the knowledge base. Skills and Experience: 3+ years in similar positions (Incident Manager, Helpdesk Manager, IT Service Manager) Good understanding of IT Technologies E-Commerce Platform, Infrastructure and Web Applications Strong customer focus, self-managed ability to learn, autonomy & proactive.

Excellent written & verbal communication skills, team player, analytical & problem-solving skills.

Focused, result oriented & comfortable with communicating with senior management.

Work effectively under pressure.

Follow procedures and policies defined as best practices to comply with audit requirements.

ITIL qualificationCandidate will also provide on-call support and might be requested to work extra time during overrunning Major Incidents. english contract + full time + remote with some precence on site per year + daily rate between 270 and 320 €