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Critical Incident Manager

Posted on Sep 25, 2019 by Levy Associates Ltd

Not Specified, Netherlands
Immediate Start
Annual Salary

Critical Incident Manager

For our global known client we are currently looking for a Critical/Major Incident Manager to join a team of 4 in NL. He/she must feel comfortable driving technical teams on conference calls/bridges/chats etc to resolve major/critical incidents and at the same time communicating out to leadership/stakeholders. Also the individual should have exposure to event monitoring in a E-commerce environment, able to translate business processes into event monitoring.

  • Working knowledge of IT service management (Incident, Problem, Change and Knowledge Management)
  • Ability to drive a technical team of support engineers during Critical/Major Incidents
  • Able to communicate and translate business impacts, status, action plans and timelines during CIM/MIN both at a technical and business level to leadership/stakeholders.
  • Background with ITIL or Lean a plus
  • Practical experience in managing and leading application/infrastructure reliability practices for consumer facing web, mobile experiences and retail brick & mortar store infrastructure.
  • Deep understanding of the business landscape and how site reliability influences our consumers.
  • Previous experience with developing and driving Real Time monitoring solutions that provide visibility into site health/store health and key performance indicators
  • Familiarity with most of the following: Java, ServiceNow, Splunk, New Relic, Science Logic, Cloud computing, VMs, Windows, Linux and AWS
  • Ability to work across multi-functional teams to continuously analyze system performance in production, troubleshoot consumer reported issues, and proactively identify areas in need of optimization
  • Able to implement Real Time monitoring for complex business processes delivered by technology.
  • Prior experience with agile methodologies, performance engineering and automation tools
  • 3-5 years' technical experience working with consumer facing (E-commerce) software applications and Front Office/Back Office retail systems.

Reference: 761411440

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