*is d2c coe high severity incident management operations expert*:*take your next career step at abb with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.
at abb, we have the clear goal of driving diversity and inclusion across all dimensions: gender, lgbtq+, abilities, ethnicity and generations.
together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.
*:*this position reports to*:is department manager*your responsibilities*:- within the scope of high severities incidents as cross-towers activities, act as single point of contact for service operations, including current status, workload, active incidents, requests, change calendar including major and high risk changes, root-cause and problem remediation status and any other aspects of day-to-day operations.- ensure strong collaborative working relation with application run service delivery domain/ country/ cluster, application run towers, with internal and 3rd party suppliers (where applicable).- provide guidance, leadership and an escalation point on operational level service integration issues and risks.- managing ticket backlogs and escalations for assigned areas of responsibility.- facilitate requirements gathering and rollout of new processes and procedures to our global operations.- manage incidents as escalation instance for all suppliers by e.g.
minimizing ticket re-assignments, bouncing incidents between service providers and ticket backlogs, prolonged resolution etc.
*your background*:- bachelor's degree in electronics and communication or computer science.- three years of experience working in critical incident management.- experience in leadership.- knowledge on service now and microsoft office.- itil foundations 3 or 4 certification preferred (problem solving).- best it practices.- ability to coordinate a good multicultural environment.- resilient, self - driven, ability to work as a team and organized.- advanced english level (conversational level).
*more about us*: