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Halian - Major Incident Manager

Halian is currently looking for an Incident Manager for one of our clients in Luxembourg.

 

 

Responsibilities

  • Entry point for direct notification (client technical teams or Business competence centres)
  • Key role in incident classification (priority) and accordingescalation
  • Determining and handling the scope of the Major Incident
  • Chairing the Major Incident review meetings and crisismeeting
  • Following defined escalation path when needed, as defined in the escalationpolicy
  • Notifying the participants in the Incident / Major Incident Management processwhen standards and procedures are not being followed
  • Identifying exceptions and deviations, as well as management of thesesituations
  • Assembling a team of resolver groups (other levels of support and across platforms as required) if additional support is required within the allowable time, in some cases client teams will also be involved.
  • Confirming that internal notification and escalation activities areexecuted
  • Assisting in service restoration/recovery decisions (engaging the service delivery organization as required)
  • Reviewing that the progress of the Major Incident recovery and relevant times are documented in the associated Incident Record(s)
  • Participating in Major Incident reviews
  • Performing post Major Incident follow up via Post Incident Review on Major Incidents
  • Liaising with the Problem and Change / Release / Deployment processes to findand alleviate the root cause and to verify that objectives for availability of services aremet
  • Collecting Major Incident measurement data for reports, as needed
  • Providing communications to service deliveryteams and Major Incident Focal / Distribution

 

Requirements

  • You are familiar with both technical and functional environments, allowing you to understand, participate and moderate incident and major incident meetings with a large variety of client actors
  • Understanding of what is a NAS, SAN, Linux, Mainframe and network (LAN/WAN) 
  • Good knowledge of French and English 
  • Your communication skills are well developed: you are able to provide written and spoken feedback to the organization (including Senior management) and clients
  • You are stress resistant able to take overall coordination in a major incident and crisis situation
  • You are able to participate in an stand-by organization (regular periods of overnight and weekend acting as Incident manager on duty)
  • You are a team oriented
  • Some duty work (from home) will be required 

Description société

As an international IT services company, Halian have worked hard for 20 years to understand the issues that keep our customers awake at night and to create the answers that make their lives a little easier.
Our mission - the goal that's shared by everybody at every level - is “to deliver the best people and technology services in order to help Halian's customers do more; faster, better, and more cost-effectively than ever before."
We're able to do things differently because we think and act differently - the Halian Way is based on rapid service and speedy results, and at its heart lie five key values:
Partnership, Respect, Intelligence, Dedication, and Energy.

Halian has offices in the UK, Luxembourg, Dubai, and Qatar, and have more than 500 employees all over EMEA. We work with some of the world's most ambitious and dynamic organisations, such as Public and European Institutions, Finance, Oil and Gas, Healthcare and Pharmaceuticals, and partner with industry leading hardware and software vendors. When you join Halian, you will help integrate one of our three service lines: Managed Services, Resourcing Services, or Project Services. You are able to deal with a variety of technologies in critical environments, and make a positive contribution to our customers business. In return, Halian will support the development of your career via different programmes already in place. Halian has built a strategy based on confidence with its customers and partners, and it's these strong links that allow Halian to provide you with job offers not often available on the open job market. Each role is a new challenge to take on!

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