Create a better futureDo 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 SummaryThe 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 roleYou 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.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 impactPoint of contact for all Major Incidents and manage technical conference bridgeEnsures clear communication is provided to affected teams and senior leadership during Major Incidents; Formulate concise, clear and accurate alerts and notifications to managementDetect and record Major or High Priority Incidents and prioritize based on impact and urgencyStandardize global Major Incident notification, escalation, process and proceduresFacilitate others functioning as Incident Managers or critical task owners to resolve business challenges across multiple teamsWork with Technical Support Managers to assign or designate someone to follow-up on unresolved Incidents to the appropriate level 2 or 3 Support GroupsAssociate 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 incidentsFacilitate Root Cause Analysis (RCA) sessions to document all details and all root causes resulting in mitigating actions to permanently avoid similar in futureIdentify potential problems and/or increasing trend of repetitive IncidentsDocument troubleshooting steps and service restoration detailsWhat you bring:BS/BA2 years of experience in similar rolesTo 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 requiredAbility to influence others outside of direct management structureStrong communication and collaboration skills, situational awareness and organizational agilityMust have a demonstrable ability to effectively lead and manage Major or High Priority incidents and drive to problem resolutionMust be able to facilitate in a collaborative manner solutions across departments and teamsMust be able to anticipate and prevent problems while managing incidents to resolution}Must be self-directed and foster initiatives in othersMust be able to translate larger business goals into actionable items for other teamsConsistently displays managerial courageAdaptable for 'on call' duties covering outside working hours in rotation with rest of the team based on business requirementsTo be available every 4 weeks for a on call request 24/7, only for emergenciesWhat we offerHealth insurance (seguro de gastos médicos mayores y menores)Christmas bonus (30 days)Meal ticketsOptions available for working from homeHealth insurance for employees and their immediate familiesCandidates will be contacted by email or by a cellphone number from Peru.
