Incident Manager Team Lead, Tietoevry Create (m/f/d)

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Infopulse, Part of Tietoevry Create, welcomes an Incident Manager Team lead, a professional who will join a project within a Telecom Team for our respected client BICS.

Join the team of our customer BICS – a global telecommunication enabler with a physical network stretching through the globe!

• Grow your expertise through interacting with A-level mobile carriers from all over the world;
• Get your hands on the vast network with on land, underwater, and space points of presence;
• Join our decade-long partnership with BICS to ensure confidence in your future and long-term growth.

• Lead and manage service incident process 
• Lead the virtual team of Incident managers  
• Act as an incident manager yourself (weekly guard duty every 5 weeks)
• Review and improve the incident management processes 
• Determine the impact for the customers with the escalation management team
• Coordinate the resolution of the incident by bringing together the right technical and communication teams
• Steer decisions to mitigate and resolve rapidly the service impact for customers
• Apply the escalation process both internally and to external partners
• Communicate clearly and timely about the impact, status, trigger and cause, action plan during the incident
• Lead post-incident debriefing meetings and define the necessary actions to avoid new incidents. Follow up on the execution of the actions with responsible technical teams across the organization. Coordinate timely creation of the RFO documents for impacted customers
• Participate in projects to improve monitoring, alerting, tooling, documentation, and other ITIL processes
• Follow and respect defined processes (such as Incident, Change and Problem Management)
• Drive continual improvements of the incident management process
• Analyse incidents and provide monthly reports to management of technical departments (CTO and Customer Operations departments)

• Education: Bachelor’s degree in engineering or equivalent operational experience
• Experience: minimum 10 years of operational telco or IT experience
• Strong leadership, ability to engage and coordinate diverse teams across the   Organization
• Excellent coordination and decision-making skills
• Excellent communication skills
• Good knowledge of the ITIL framework
• Continual improvement mindset
• Stress resistant, flexible, team player     in the diverse, international environment
• Customer centric    
• Fluent in English

#LI-Hybrid
 

At Tietoevry, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity. Diversity, equity and inclusion (tietoevry.com)