Technology Lead - Global Major Incident & Problem Manager - Romania
Infosys BPM
2 zile în urmă

Job Description

Role Global Major Incident & Problem Manager

Technology IT Service Management, ServiceNow

Location Bucharest

Today, the corporate landscape is dynamic, and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together.

Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Roles and Responsibilities :

  • The Major Incident Manager is accountable for restoring the normal service operations as quickly as possible is necessary to reduce the adverse impact on business operations.
  • The Primary objective of MI is to ensure that the best possible levels of service quality and availability are maintained with complete collaboration from Service owners, vendors and service delivery teams and eliminate any Single-Point-Of-Failures
  • Primary source of management information on the sequence of events of Major Incident and a complete detailed information pertaining to the services impacted
  • Manages the relationship with Stakeholders of service and business, and, is responsible for the adequate skill levels and performance of this process and supporting Incident Management Tools
  • coordinates setting up Crisis calls, WAR rooms and triages with Incident Analysts, Service Owners and vendors to review Incidents and resolution progress
  • Provides input, communication, support, and coordination of activities to restore service
  • End to end management of Internal Incident Reports and External Client / Executive Summaries from creation to closure for all MIs
  • Ensures a smooth working relationship with the Problem Process Manager and Service Providers and with all necessary support organizations both internal and external
  • Coordinates, manages and frontends Crisis calls to prioritize and action to restore service operations. Ensures key service owners and service delivery teams are available to provide resolution
  • Providing a point of escalation for customer concerns with service restoration activities and solutions
  • Ensuring that the Incident Management process and working practices provide value for money
  • Skills / Competencies

  • Strong Global Incident Management experience with large Clients
  • Able to drive the quality and innovation initiatives
  • Excellent communication skills
  • ITIL Certified
  • Preferred

  • ServiceNow Awareness
  • Educational Qualifications :

  • Bachelors or master’s degree level or equivalent
  • Why Infosys

    Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation.

    With nearly four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey.

    We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight.

    Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

    To learn more about Infosys and see our ideas in action please visit us at

    All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees.

    Infosys is proud to be an equal opportunity employer.


    State / Region / Province


    Technology Infra ToolAdministration-ITSM ServiceNow

    IL Romania

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