Incident Manager

Job description / Role

Job Description

Job Purpose

- Responsible to facilitate the communication and processes between IT and the business at an operational level as well as managing relationships with all internal and external customers of the service desk. This role is fully responsible for all of the day to day operational requirements and provisioning of the service desk service to all users in the company by managing a group of staff.
- To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded.
- Incident management.
- Responsible for ensuring that staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Job Responsibilities

- Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
- Acting as an escalation point where difficult or controversial calls are received.
- Performing briefings to Service Desk staff on changes or deployment of applications that may affect volumes at the Service Desk
- Production of statistics and management reports and escalating
- Assisting analysts in providing first-line support when workloads are high, or where additional experience is required.
- Liaising with outside suppliers to ensure returned and damaged equipment is fixed and replaced within SLA's.
- Liaising with all outstations on the client network to provide an escalation point for management of support issues.
- Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
- Interacting with internal and external customers.
- Providing data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage phone queue (participating in escalated calls as needed).
- Overseeing Solutions repository and ensure top quality solutions are available to the staff. Adhere to Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
- Managing process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.

Communication & Working Relationships

Internal

- Senior level: Provides information up to VP IT on escalations and resolution progress.
- Mid-level: Provides and elicits information and gives advice of a specialist nature.
- Junior Level: Provides and elicits information and gives direction and training.

External

- Senior level: Supplier Management of IT equipment/Services of all types.
- Mid-level: Manages supplier relationships for both contract service desk staff (if any) , internal team and equipment.

Key Dimensions & Related Job Results

Must ensure that IT Service Management is aligned not only to business objectives, but also conforms to Corporate Governance standards.

- Budget accountability: NIL
- Direct/Indirect reports: Nil

Operating Environment

- The role will operate within a pressured environment.
- The role holder is on roster in a 24 *7 rotation model
- To be able to lead Incidents, Major incidents via conference bridges, and provide regular updates to the stakeholders

Requirements

Required Technical and Professional Expertise

- 6 to 8 years of IT experience of managing service management function
- Evidence of service design and/or improvements
- 3+ years in Aviation Industry standard IT business applications (preferred)
- Individual Contributor - Demonstrates strategic thinking, assumes broad perspective. Authorized to take decisions within responsibility area. Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work.
- Specialist Skills - Effectively manages and coordinates the specific technical and functional skills and competencies of the department.
- Customer Service - Works with customer stakeholders to understand their needs and priorities. Aligns project plans to meet these needs.
- Results Focused - Consistently delivers to time quality and budget. Must be able to think around problems to achieve the right timescales. Must have Drive and Initiative.

Preferred Tech and Prof Experience

- Interpersonal Relations - Excellent interpersonal skills. Inspires trust and confidence. Able to engage senior management to understand and agree priorities. Must be able to manage expectations. Able to manage conflicts through negotiation
- Planning and Organizing - Able to plan large and complex, multi-vendor, plans with complex dependencies. Seeks to optimize plans to meet budget and deliver business benefits ahead of schedule. Regularly tracks progress and reports this by identifying issues. Through strategic planning anticipates problems and their impact on plans and adjusts delivery strategy accordingly.
- Developing Self and Others - Facilitates own development, such as volunteering for projects that will drive his/her learning.
- Resource Management - Determines resource needs based on knowledge of business objectives.

EO Statement
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Preferred Education: None Commissionable: No

Key Job Details

- Country: AE
- State: ABU DHABI
- City: ABU DHABI
- Category: Technical Specialist
- Required Education: Bachelor's Degree
- Position Type: Professional
- Employment Type: Full-Time
- Contract Type: Fixed Term - Short Term
- Location: ABU DHABI, ABU DHABI AE

About the Company

For more than six decades, IBM Middle East & Pakistan has played a vital role in shaping the information technology landscape of the region. Today, IBM is part of the region's technological fabric, solving real-world business and societal challenges, through its offices in UAE, Saudi Arabia, Qatar, Kuwait and Pakistan, and also a diversity of centers across the region.

Within the region, IBM currently has groundbreaking initiatives in cloud computing, analytics, mobile, security, as well as nanotechnology, eGovernment, healthcare and many more, collaborating with leading educational institutes and governments. IBM supports hundreds of clients to drive transformation through technology, contributes to regional research & development programs and has an active Corporate Service Corps (CSC) program.

Reinvention is a keyword in the company's history and, today, IBM is much more than a "hardware, software, services" company. IBM is now emerging as a cognitive solutions and cloud platform company.