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Critical Incident Manager

Posted on Sep 25, 2019 by Levy Associates Ltd

Not Specified, Netherlands
IT
Immediate Start
Annual Salary
Contract/Project

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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