Major Incident Manager

Major Incident Manager

Extelligence is an intelligent partner that goes the extra mile. We provide customized information management solutions for major industries. Our team in Prague and Bucharest is working with international companies, transforming, and adding value to their business on a daily basis. We are growing quickly, and we are interested to bring more talented individuals into our team. 

Skills and Experiences:

  • Minimum 6-10 years of experience in Incident management or Major incident management  
  • Must have BE/B.Tech  
  • Prepare notifications to be sent to senior and executive stakeholders across the company 
  • Ability to assess high severity incidents
  • Initiating bridge calls and sending communications 
  • Ensure Coordinate with Technical Teams to restore normal services are restored as quickly as possible and adverse impact on operations due to incidents under MIM management in IT environment is minimized 
  • Execute MIM accordantly to its processes and tools to provide efficient, high-quality services 
  • During MIM calls, relentless focus to reduce unplanned down time to Critical IT Infrastructure as well as Operationally Critical Applications (OCA) 
  • After MIM Calls, chair Critical Incident Review Meeting – perform analytics work and develop actions plan to minimize or eliminate future downtimes and drive the implementation of the developed action plan 
  • Familiarity with the Event Management process
  • Drive/Manage service quality, performance and improvement of service delivery processes as per established governance and reporting 
  • Prepare Major IM analysis reports on a weekly, monthly and quarterly basis to be provided to the Leadership team
  • Demonstrate clear and definitive understanding of business needs and requirements
  • Address any potential technical and non-technical issues and escalations within and outside of team which might impact the team’s performance adversely
  • Maintain overview of daily records, incident logs & shift planners
  • Undertake ad-hoc projects as agreed with the Management team
  • Provide technical expertise for the planning and definition of new requirements: perform feasibility and performance studies, including benchmark, capacity 
  • planning, sizing, etc. 
  • Responsible for first level Service Continuity of the operations during regional/location outages. Keep team leads and Management appraised on operational activities, any associated risk/issues, work load distribution and accomplishments; participate in achieving resolutions to identified issues
  • Seek and provide feedback, mentoring, support, and career development to and from team
  • Routinely provides informal coaching, technical trainings, process training through suggestions, feedback and encouragement to less experienced team members
  • Be the 1st point of contact in case of any untoward Incidence with respect to work/team dynamics/attitude & approach by team members
  • Ensure positive team satisfaction and strong relationship is maintained for service delivery with cross functional teams 
  • Achieve agreed targets in terms of quality and time

Working with Extelligence:

  • We take care of the important things that matter to contractors, for example, we guarantee on-time payment for your work. You will never have to chase us for payment.
  • We always seek to have long term relationships with our team and we always seek to offer opportunities to extend cooperation beyond the first contract or project.
  • Extelligence is a multicultural team, we have more than 10 different nationalities working with us.
  • We also organize events to bring our team together including team building activities and social events.
Job Type: Contract
Job Location: Remote

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