Global Major Incident Leader | ITIL & ServiceNow

Uniphar; Ireland; Hybride; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Résumé du poste

Uniphar in Ireland is seeking a Major Incident Manager to lead the Global Major Incident Management capability. You will drive command and control during critical technology incidents and coordinate internal teams and suppliers to restore services swiftly.

You will also contribute to Problem Management by ensuring root cause analyses are completed and corrective actions implemented, with a focus on continual service improvement.

Qualifications

• 5-7 years in IT Service Management, Service Delivery or IT Operations.
• 3-5 years in Major Incident Management with leadership of high-severity incidents.
• Strong experience with ITIL Incident, Major Incident and Problem Management.
• Experience working with third-party suppliers and cross-supplier escalations.

Responsabilités

• Define, implement and maintain the Global Major Incident Management process.
• Lead command and control during Major Incidents, coordinating internal teams and third-party suppliers through to service restoration.
• Establish Major Incident classification, declaration criteria, escalation paths and communication standards.
• Ensure clear end-to-end ownership and accountability throughout Major Incidents.
• Provide timely and accurate communications to business, technology and senior stakeholders.
• Lead Post-Incident Reviews and coordinate Root Cause Analysis across internal teams and suppliers.
• Ensure significant and recurring incidents are transitioned into Problem Management where appropriate.
• Track corrective and preventative actions through Problem, Change and Release Management.
• Challenge suppliers on the quality and timeliness of Root Cause Analysis and remediation activities.
• Identify recurring incident trends and support proactive Problem Management.
• Define and maintain Major Incident and Problem Management KPIs and reporting.
• Work with the ServiceNow team to develop and improve Major Incident and Problem Management workflows.
• Develop Major Incident playbooks, procedures and readiness exercises.
• Establish and coordinate the Global Service Delivery on-call and escalation model.
• Support operational readiness and transition for Dawn and future service go-lives.
• Drive continual improvement of Major Incident and Problem Management practices.

Connaissances

Leadership

Calm under pressure

Stakeholder management

Verbal & written comms

Cross-team coordination

Facilitation & negotiation

Analytical problem solving

Organization & ownership

Formation

ITIL certifications

ITSM/Service Management

Outils

ServiceNow

ITIL/ITSM tooling

Description du poste

Uniphar in Ireland is seeking a Major Incident Manager to lead the Global Major Incident Management capability. You will drive command and control during critical technology incidents and coordinate internal teams and suppliers to restore services swiftly.

You will also contribute to Problem Management by ensuring root cause analyses are completed and corrective actions implemented, with a focus on continual service improvement.