**IS D2C CoE High Severity Incident Management Operations Expert**:**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.
At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations.
Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.
**:**This position reports to**:IS Department Manager**Your responsibilities**:- Within the scope of high severities incidents as cross-towers activities, act as single point of contact for service operations, including current status, workload, active incidents, requests, change calendar including major and high risk changes, root-cause and problem remediation status and any other aspects of day-to-day operations.- Ensure strong collaborative working relation with Application Run Service Delivery Domain/ Country/ Cluster, Application Run Towers, with internal and 3rd party suppliers (where applicable).- Provide guidance, leadership and an escalation point on operational level service integration issues and risks.- Managing ticket backlogs and escalations for assigned areas of responsibility.- Facilitate requirements gathering and rollout of new processes and procedures to our global operations.- Manage incidents as escalation instance for all suppliers by e.G.
minimizing ticket re-assignments, bouncing incidents between service providers and ticket backlogs, prolonged resolution etc.
**Your background**:- Bachelor's Degree in Electronics and Communication or Computer Science.- Three years of experience working in critical incident management.- Experience in leadership.- Knowledge on Service Now and Microsoft Office.- ITIL foundations 3 or 4 certification preferred (problem solving).- Best IT practices.- Ability to coordinate a good multicultural environment.- Resilient, self - driven, ability to work as a team and organized.- Advanced English level (conversational level).
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