Incident Manager

Responsabilități

Facilitate incidents through the entire incident lifecycle
Provide clear, accurate, and timely updates to internal partners and management during incidents
Educate internal partners in terms of our processes
Understand customer expectations and optimize the Incident Management processes with functional teams
Work closely with Problem Management, to ensure we provide the right outputs
Leverage communication skills to successfully interact with team members, stakeholders, and customers
Prioritize and triage incidents based on their criticality and impact
Document incidents and create post-incident reports for management and stakeholders

CerințeSkills:

Excellent interpersonal skills (both oral & written), English is a must!
General knowledge of cloud technologies, familiarity with basic networking technologies, software development and hosting concepts
Problem-solving skills to identify and analyze incidents
Understanding of Service Level Agreements (SLAs) and Service Level Objectives (SLOs)
Ability to balance strength & diplomacy
Experience managing complex incidents in a hybrid or multi-cloud environment
Collaboration skills working with local and remote teams
The ability to see the big picture & to create a clear, focused plan out of a world of noise
A motivated, can-do demeanor
Common sense

The successful applicant will also be:

Able to grasp complex technical concepts & translate them into a simple to understand language
Able to act in the implementation of new processes & improvement of existing processes
Able to maintain calm in fast paced situations
Self-motivated, willing to ask questions and use information to proactively affect change & achieve results
Someone who works well with a variety of different personality types
Able to think through complex issues & propose alternative solutions to problems
Unflappable – able to take change in stride
Able to infect the team with your passion and enthusiasm

Preferred Skills and knowledge:

Proven understanding of Incident Management frameworks such as ITIL, ISO 20000 or COBIT
Strong product knowledge of the Adobe products
Experience managing projects with remote/geographically dispersed team members
Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel)