Offer summary

Qualifications:

Knowledge of Windows Operating system and Windows Server is essential., Basic understanding of network components and cloud technology, particularly Azure., Proficiency in Microsoft Office suite and ability to manage multiple projects simultaneously., 1-2 years of experience in incident management and supporting cloud environments is required..

Key responsibilities:

Manage and coordinate responses to priority incidents to restore normal service efficiently.

Oversee incident prioritization and act as an escalation point for urgent support issues.

Ensure accurate incident information is captured and facilitate root cause analysis with the Problem Management process.

Coordinate communications and updates regarding incidents to relevant stakeholders within established SLAs.

Job description

Company Description

AGSI was incorporated in April 2016. We are committed to supporting the goals of Arch divisions through exceptional service delivery. We pride ourselves on maintaining flexibility and responsiveness to adapt to business unit and industry demands while focusing on sound project management. We are dedicated to growing and developing our employees as we build strong teams with strategic leadership.

Job Description

The Incident Manager is primarily responsible for managing and coordinating the Aii response to priority incidents, with the aim of restoring normal service quickly and efficiently, as well as focusing on minimising impact to business operations. Working with Global shared services to ensure a quality major incident process.

This includes monitoring and prioritising incoming incidents, proactively identifying and raising incident trends and recurring incidents and coordinating Aii comms and sending of regular updates on ongoing incidents to the relevant audience.

The Incident Manager will ensure that all necessary incident information is correctly captured and will work closely with the Infrastructure Service Delivery Manager to facilitate the use of this information in the Problem Management process, managing timely root cause analysis, tracking of performance SLAs and governance reporting.

Key Tasks and Responsibilities

Oversee priority incidents and problems owned by Aii
Coordinate across involved teams to ensure that correct incident priorities are set
Manage and coordinate urgent and complicated support issues.
Act as escalation point for incidents.
Responsible for IT controls relating to Incident Management
Effectively capture incidents from multiple channels and route to the relevant resource
Contribute to the development and upkeep of the Configuration Management Database (CMDB)
Responsible for the completeness and quality of Incident records to ensure accurate Governance reporting
Implement and evolve Incident Management within the Aii IT operating model
Responsible for proper escalation, communication and management of production system issues
Assist as necessary in the event of a virus outbreak, or security breach
Develop sound understanding of IT operations and systems, as well as business related processes and procedures.
Follow ITIL guidelines for Incident and Problem Management, ensuring established processes are being followed and develop processes when needed, working with the Infrastructure Service Delivery Manager

Ensure that departmental best practices are followed.
Regular service reviews with eNOC
Maintain communication with eNOC and request creation of incident bridges as and when Aii priority incidents are identified
Monitor all incoming incidents affecting Aii, identifying and escalating trends to the Infrastructure Service Delivery Manager
Cross reference priority incidents with Problem Management records and the Major Incident log to identify recurring issues/ongoing investigations
Attend all priority incident bridges, prioritising the highest priority incidents
Coordinate Aii bridge personnel, ensuring that all required SMEs are in attendance within SLA and that personnel no longer required are able to leave the call to avoid wasted time
Coordinate communications with the relevant parties to ensure these are sent within SLA and according to the correct schedule, in compliance with the Aii Major Incident Process
Maintain and update the appropriate Teams chats for Aii Major Incident & Problem management, ensuring timely updates are delivered and members are added/removed as necessary
Ensure key details of all priority incidents are entered into the Major Incident log in a timely fashion
Provide detailed handover of in-flight priority incidents to on-call resources at end of shift
When required, escalate issues with priority incidents to the Infrastructure Service Delivery manager in a timely fashion
Confirm that Problem Tickets are created and assigned to the Aii Problem Management function when a priority incident is resolved
Confirm identified RCA owners with the appropriate teams and ensure that the RCA task is created against the parent Problem ticket and assigned to them as soon as a priority incident is resolved, notifying the owner
Carry out regular daily checks of outstanding RCAs using existing reports and dashboards to ensure that these are captured before SLA breach, chasing RCA owners where necessary
Attend weekly Problem Review meetings and coordinate any resulting actions as required by the Infrastructure Service Delivery Manager
Add and maintain KB articles where required and communicate to the relevant audience

Qualifications

Skills / Competencies

(MUST HAVE) Knowledge and expertise with the Windows Operating system/Windows Server
(MUST HAVE) Basic understanding of network components.
(MUST HAVE) Basic understanding of cloud technology e.g. Azure
(MUST HAVE) Proficient with Microsoft Office suite
(MUST HAVE) Ability to work on multiple projects/requests concurrently.
(MUST HAVE) Strong customer service orientation.
(MUST HAVE) Excellent verbal and written skills.
(MUST HAVE) Ability to work independently or within a team environment with international business units
(MUST HAVE) Ability to prioritise effectively

Experience

(MUST HAVE) 1-2 years demonstrable experience of incident management, including participation in bridge calls, coordination and collaboration with multiple teams/stakeholders/VIPs and the resolution of high priority incidents
(MUST HAVE) Experience supporting cloud/hybrid cloud environments
(NICE TO HAVE) Experience supporting and managing Office 365 environment
(NICE TO HAVE) Experience creating SOP (Standard Operating Procedure) documentation, technical documentation and/or support processes.
(MUST HAVE) Experience and understanding of a Service Desk environment, escalation paths, SLAs and SOPs.
(MUST HAVE) Experience working in diversified IT service teams.
(NICE TO HAVE) Experience using ServiceNow ITSM tools