Incident and Problem Manager
Fujitsu Sweden AB / Datajobb / Stockholm
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As an Incident and Problem Manager, you will be a part of our Operational Service Management team and responsible for driving high priority incidents, root cause analysis and problem resolution, ensuring the implementation of permanent fixes in the production environment with the purpose of improving the availability of our services. You will provide leadership to various technical teams to guide them in their efforts during high priority incidents and problem management phases of the service management lifecycle according to the ITIL framework.
• Responsible for decisions related to prioritization and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritization.
• Hosts Major Incident calls towards driving fast incident resolution.
• Manages the life cycle of all Major Incidents records from escalation to resolution and Major Problems records from root cause investigation to permanent problem resolution and closure.
• Drives complex technical problems where analysis of situation requires in-depth evaluation and technical knowledge of all areas driving restoration of service with support teams.
• Effectively communicates issues to engineers and leadership within support teams, and resolutions or work-around to the customer as appropriate.
• Partners with Service Delivery and Application Support teams to collaborate on Continuous Improvement efforts and drive stability on Production environment.
• Serves as a consultant and mediator for technical challenges.
Education, Certification and/or Experience
A relevant degree in a related IT field and/or 2-5 years of sound experience working within the Incident Management and/or Problem Management processes in a corporate environment. Certification in ITIL foundation and preferably the Service Operation module.
Qualifications
To ensure your success in this role. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made.
• An understanding of the ITIL/ITSM processes with knowledge of the various ITSM stages, including but not limited to: Incident Management, Problem Management, Change Management and other ITSM stages.
• General knowledge and understanding of IT services and technical aspects of an IT infrastructure.
• Good problem solving skills
• Ability to communicate effectively with team members, customers, support teams and other stakeholders within the organization.
• Ability to work across functional areas to drive continuous improvement.
• Ability to influence others at all levels of an organization with proven leadership skills.
• Focus on proactivity in your daily work.
Fujitsu is characterized by the work of continuous IT improvements, new projects and challenges. We work in partnership with our customers to gain a deep understanding of their organization and together create a technology strategy to support transformation, drive operational efficiency and reduce cost.
At Fujitsu, we work in an international environment where we set long-term goals in delivering real quality solutions for our customers.
Publiceringsdatum2018-04-20Så ansöker duSista dag att ansöka är 2018-05-20
Klicka på denna länk för att göra din ansökanFöretagFUJITSU Sweden AB
AdressFUJITSU Sweden AB
Kista Alléväg 1
16455 Kista
KontorsadressKista Alléväg 1
Jobbnummer 4098544
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