IT Central Escalation Manager
We are looking for senior ICs responsible to provide 24x7 follow the sun Crisis Management across IT. Central Escalation Manager is a unique role that will provide the segment level visibility and network which is aligned to IT support model. The CEM has the empowerment and influence at the organization and segment level grows. In this role, the CEM will manage all the P1 (ITERP) to P3 Major Incidents across IT by driving the right conversations, setting the right tone, make quick decision and influence in the MI bridges with IT partners and business stakeholders to restore the service as quickly as possible to avoid or reduce Business Recovery Time.
The key Role and Responsibility for CEM are listed below:
Provide Leadership and Ownership of Crisis in the information technology environment for Intel.
Determine if the incident of concern meet the criteria of a Major Incident or potential Major Incident.
Establish and maintain clear and direct chain of Command over all resources required for Major Incident resolution.
Ensure action plans are established to perform the investigation and diagnostics of the Major Incident.
Ensure workaround identified and executed as needed to restore the service.
Establish and maintain clear and effective lines of Communication, to management, ITERT members, IT support groups, business operation teams and the general Intel population as appropriate in timely manner.
Conducts MI Post Incident Review (PIR) and develop the problem statement as the expected outcome. Problem Manager own problem management activities and progress till the closure.
Lead the completion of the biz impact assessment.
Lead and drive improvement on the Major Incident and Escalation Management related processes, identify and drive actions to reduce business impacts caused by Major Incidents and improvement the through-put-time for Major Incidents.
Behavioral traits desired:
Deal with ambiguity and urgency in IT operations.
Excellent communication skills to work with senior management both internally and externally and strong Stakeholder Management skills.
Excellent influencing and quick decision-making skills are required.
Champion improvement initiatives, work effectively as part of a team and result driven.
Strong Analytical skills and Problem-Solving skills.
Bachelor's Degree Computer Science, Information Systems, Engineering, Business Administration or any other related field OR equivalent experience (4 years) plus.
Minimum 5 years of experience in IT industry as escalation manager, product manager, product owner, business analyst, solution analyst or any related roles.
Strong understanding of ITIL framework and processes.
Advanced English Level.
10+ years of experience in IT industry as escalation manager, product manager, product owner, business analyst, solution analyst or any related roles.