Major Incident Coordinator page is loaded Major Incident Coordinator Apply locations Monterrey (MIN) time type Full time posted on Posted 2 Days Ago job requisition id R24509 Create a better future Do you want to make a difference in the world and contribute to a sustainable future?
We believe we can develop the technology and gain the know-how to make that difference, tackling the climate challenge. It's a big responsibility, and we have committed to do it. We have launched our ambition, MissionZero – enabling our customers to move towards zero emissions in mining and cement.
We need your skills, curiosity and drive for change to fulfil our goal. Together, we enable our customers to produce the materials needed for a better future.
Key Accountabilities Summary The Major Incident Manager (MIM) will lead High Priority and Critical incident bridges, driving the IT Support teams to resolve issues as quickly as possible. The role is also covering Problem Management, pursuing the follow up activities executing Root Cause Analysis work towards continuous improvement actions. Finally we are also managing the Service Agreements and SLAs for all the IT Infrastructure services, partially in the role as Service Level Manager.
About the role You will be part of the Service management (ITSM) team, which is a team split between Chennai and FLSmidth headquarters in Valby. The team consist of 3 Major Incident Managers in Chennai and one Manager in Valby, Copenhagen, Denmark.
The Major Incident Manager is responsible for the following: Coordinate business priorities with IT/Infrastructure teams during High Priority & Critical Incidents to restore normal service operations as quickly as possible and to minimize the impact
Point of contact for all Major Incidents and manage technical conference bridge
Ensures clear communication is provided to affected teams and senior leadership during Major Incidents; Formulate concise, clear and accurate alerts and notifications to management
Detect and record Major or High Priority Incidents and prioritize based on impact and urgency
Standardize global Major Incident notification, escalation, process and procedures
Facilitate others functioning as Incident Managers or critical task owners to resolve business challenges across multiple teams
Work with Technical Support Managers to assign or designate someone to follow-up on unresolved Incidents to the appropriate level 2 or 3 Support Groups
Associate Major Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Facilitate major incident 'PIR/AAR (Post Incident Review & After-Action Review') meetings after service restoration to identify lessons learned, declare action items to ensure avoidance of repeat incidents
Facilitate Root Cause Analysis (RCA) sessions to document all details and all root causes resulting in mitigating actions to permanently avoid similar in future
Identify potential problems and/or increasing trend of repetitive Incidents
Document troubleshooting steps and service restoration details
What you bring: BS/BA
2 years of experience in similar roles
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required
Ability to influence others outside of direct management structure
Strong communication and collaboration skills, situational awareness and organizational agility
Must have a demonstrable ability to effectively lead and manage Major or High Priority incidents and drive to problem resolution
Must be able to facilitate in a collaborative manner solutions across departments and teams
Must be able to anticipate and prevent problems while managing incidents to resolution}
Must be self-directed and foster initiatives in others
Must be able to translate larger business goals into actionable items for other teams
Consistently displays managerial courage
Adaptable for 'on call' duties covering outside working hours in rotation with rest of the team based on business requirements
To be available every 4 weeks for a on call request 24/7, only for emergencies What we offer Health insurance (seguro de gastos médicos mayores y menores)
Christmas bonus (30 days)
Meal tickets
Options available for working from home
Health insurance for employees and their immediate families
Please apply by clicking "apply" on this page. Kindly note that we will be reviewing applications and conducting interviews on an ongoing basis so please apply as soon as possible.
Candidates will be contacted by email or by a cellphone number from Peru.
As an equal-opportunity employer, FLSmidth embraces diversity and equality by promoting an environment of inclusion. We encourage applicants of all backgrounds and perspectives to apply – the more diverse our employees are, the stronger our team is. In our commitment to equal opportunity and eliminating bias, we kindly request that you exclude personal information such as age, ethnicity, number of children, and photograph from your application materials.
FLSmidth is the leading supplier of engineering, equipment and service solutions to customers in the mining and cement industries – for more information please visit FLSmidth.com/careers
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