Major Incident Manager

A.P. Moller - Maersk is a global leader in container logistics, responsible for a significant portion of global trade. Their vision is to become the world's integrator of logistics, simplifying and connecting customer supply chains.
key Responsibilities:

• Play a key role within the new 24/7 Operations Command and Control Centre based in Pune.

• Lead, coordinate, and facilitate high-priority major incident service restoration and mitigation as quickly as possible.

• Manage, maintain, support, and improve the Maersk IT Support, Operations, and Engineering department’s ability to respond to incidents across the entirety of the IT Infrastructure estate.

• Drive Service Management best-practice and ITIL process compliance across the business.

• Work with vendors and subject matter expert colleagues to identify appropriate paths to resolve the issue and stop the ongoing business impact.

• Document, communicate and log follow up actions for later triage, prioritisation, and action to avoid recurrences.

• Make recommendations based on clear, reasoned arguments and be able to spot problems before they occur.

Whom we are looking for:

• Work experience in IT Service Management

• 8+ years relevant Major Incident Management

• Demonstrable experience in a fast-paced operations environment.

• Proven experience gained in a similar role, within a large global/enterprise organization.

• Proven abilities to communicate with key stakeholders across the business and IT.

• Ability to analyse a high volume of technical data

• Strong problem solving, analytical, and time management skills.

• Understanding of enterprise infrastructure including servers, networks, storages, databases etc.

• Broad knowledge of industry standard enterprise applications services

• Broad understanding of change and problem management for establishing handshake between processes.

• Proven Service Management background based on ITIL principles and practices.

Business skills:

• Strong verbal and written business communication and collaboration skills to articulate, rationalise situations during incidents.

• Ability to translate between technical language and business language.

• Diplomatic and Robust with the ability to act in a complex business environment.

• Be enthusiastic and passionate about providing 'best in class' service.

• Diligent prioritisation of multiple work streams and projects.

• Strong conflict management acumen.

• Quick adaptation to significant process changes / overhaul of business functions.

• Use systematic methodology to evaluate, design and implement process or technology change to achieve measurable business benefit.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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