IS D2C CoE High Severity Incident Management Operations ExpertTake 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. In this role you will be responsible for applying IT knowledge and expertise to help solving complex technical or professional activities. You will be a key resource, a definitive source of knowledge about services and solutions, who contributes their expertise to enhance organizational efficiency and support the organization's vision and strategic direction.
Your responsibilitiesWithin 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 a seamless delivery of cross-tower and cross-domain (infrastructure and application) to minimize service disruption.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.Within the scope of incidents as cross-tower activities, analyse and conclude on operational reports.Facilitate requirements gathering and rollout of new processes and procedures to our global operations.Continuously improve the application of our global processes by suppliers and global technology tower personnel for incidents as well as cross towers activities; as well as manage process exceptions and feedback any process improvement suggestions to the processes and tools teams.Owning communication to stakeholders including regular incidents progress updates.Owning publishing of information on current status, updates on resolution plan and actions taken to resolve the incidents via established communication channels.Your backgroundBachelor's Degree in Electronics and communication or Computer Science.Three years of experience working with critical incidents. Knowledge on Service Now and microsoft Office. IT Best Practices.ITIL foundations 3 or 4 certification is desirable.Experience in leadership and working with multicultural teams. Resilient, self - driven, good communications skills and organized. Conversational English level. More about usWe look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com.Work model: hybrid #LI-hybrid
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