Atos · 1 day ago
Major Incident Manager
United States
Full-time
Remote
Senior Level
5+ years expAtos Group is a global leader in digital transformation, committed to a secure and decarbonized future. They are seeking a Major Incident Manager to support customer and delivery teams in managing and preventing business-critical outages, ensuring adherence to service level agreements and driving process improvements.
Enterprise SoftwareConsultingSoftwareOutsourcingProfessional ServicesInformation TechnologyBusiness DevelopmentInformation Services
Responsibilities
Execution of Major Incident Management process tasks in adherence with global and local requirements
Coordination and management of Major Incident Management process activities across the global factory and with external suppliers to agree global and local SLAs
Escalation of risks and issues to the (Major) Incident Management Regional/GBU Process Owner
Supporting Major Incident Management reporting (KPIs and customer SLAs)
Assists the Major Incident Management Global and Regional/GBU Process Owners in driving Service management best-practice and ITIL process standardization
Assist the Major Incident Management Global and Regional/GBU Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across their account(s)
Assist the Major Incident Management Global and Regional/GBU Process Owner in identifying and planning for Major Incident Management process improvement projects
Drive implementation of standard execution of the Major Incident Management process
Assist the Major Incident Management Global and Regional/GBU Process Owners in driving cross-account process standardization
Assist the Major Incident Management Global and Regional/GBU Process Owners in standardization to enable offshore targets
Responsible for the complete process adherence and handling of major incidents according to SLAs
Responsible for the approval of Major Incidents and overall owner of the Major Incident until resolution
Responsible to establish technical & business war rooms as required
Responsible to act as an escalation point to expedite incident resolution
Responsible for customer satisfaction throughout the escalation
Responsible for Atos Leadership Communications
Responsible to represent Atos to the customer (valid for nightshift/weekend/holidays). Agrees issue definition, action plan and success criteria with customer (during emergency mode)
Responsible for information dissemination of major incidents
Accountable to get approval for needed emergency changes
Responsible for the appraisal of customer and Atos business situation for action and contingency planning
Liaison with team managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets
In conjunction with Problem Manager ensure quality and usage of knowledge base
Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution of major incidents and contractual fulfillment
Participate in the review of P1 incidents and Major Incident situations
Ensure that Major Incident Management KPIs are reported and their targets met
Addresses RCA responsibility
Build strong linkages with all core ITIL processes as part of the end-to-end process
Act as a mentor to other core ITIL Process for continued Major Incident Improvements
Qualification
Required
5+ years of experience
ServiceNow, XMatters and Everbridge
Availability to work 12 hours shifts at night (7 pm EST to 7 am EST)
Benefits
Wellbeing programs & work-life balance - integration and passion sharing events.
Opportunities for professional growth and career advancement.
Remote and hybrid working possibilities.
Benefits platform –culture, shopping, sport, etc.
Continuous learning programs and online courses.
Possibility to participate to charity and eco initiatives.
Company
Atos
Atos provides consulting services and solutions, ranging from supporting strategy development to enterprise solutions and technology.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$2.05B2024-12-10Post Ipo Equity· $234.85M
2024-07-15Post Ipo Debt· $1.82B
2010-06-11IPO
Leadership Team
Philippe Salle
Chairman and CEO
Florin Rotar
EVP, Group Chief Technology Officer
Recent News
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