Job Description

:Role : Purpose Managing Major or High Priority Incidents to resolution, demonstrating ownership of all aspects of the resolution of the Incident, actively leading the resolution team and exceeding customer expectations when delivering the service. Key AccountabilitiesLeveraging technology to issue all communications and providing key stakeholder management.Leading, driving, facilitating and chairing all investigation activities, meetings, and conference call.Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution.Being accountable for resolving the outage via workaround or permanent fix.Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews.Supporting and nurturing process improvements and knowledge base improvements.Continually maintaining and developing tools and resources to manage major incidents effectively.Providing periodic major incident metrics reports.QualificationsExperience in a customer facing role in either a Retail, Finance, Manufacturing business model.Incident Management knowledge and experience demonstrating understanding of both SLA & OLA delivery.Exceptional written and verbal communication skills in English.Be able to communciate with senior management and translate a techncial issue to business langauge including immediate impact and risk to business.Meticulous attention to detail.Exceptional meeting management skills.Proven critical thinking, deductive reasoning, and problem solving skills.Experienced operating in Multi Vendor or SIAM delivery.Key Performance IndicatorsService performance meets service level agreement (SLAs/OLAs).Improving efficiency target.Customer satisfaction.Skills:Incident ManagementAbout Company:Fujitsu is a diverse global organization with over 129,000 employees in 180 countries. Our purpose is to make the world more sustainable by building trust in society through innovation. To make this happen we need visionaries and innovative minds who can share our vision for the future. People who can serve our society and recognize the vital role that technology plays in making the world a better place. We are proud to work the Fujitsu Way that primarily highlights our purpose, values and code of conduct. Be part of our future by shaping your career and the world with us.

Fujitsu