Process Manager

Publication Date:
Dec 13, 2023

Ref. No:
501020

Location:
Remote Home, RW, US, 99999

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Major Incident Manager

The mission statement for Major Incident Manager is “To actively support the Customer and Delivery Teams in managing and preventing "Business Critical Outages".

• 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 agreed 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).
• Assists the Major Incident Management Global and Regional/GBU Process Owner in identifying and planning for Major Incident Management process improvement projects.
• Drives implementation of standard execution of the Major Incident Management process.
• Assists the Major Incident Management Global and Regional/GBU Process Owners in driving cross-account process standardization.
• Assists the Major Incident Management Global and Regional/GBU Process Owners in standardization to enable offshore targets. Process Specific
• 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.

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