Global Crisis Incident Manager (GCIM)

Area/Time Zone Lead - Management of High Severity and Crisis Incidents impacting your TZ : Manage all high severity and crisis incidents, ensuring they are assigned to the appropriate resolver team. Provide overall management and oversight of these incidents, working towards a timely resolution. Manage any outstanding actions or tasks related to the incidents. Ensure effective post-incident documentation is produced as part of the incident review process. Lead and be accountable for all Post Incident Reviews (PIRs) specifically related to S500 customers in your respective time zone. Conduct thorough reviews of incidents, identifying areas for improvement, and making recommendations for future incident prevention and mitigation. Ensure effective planning, execution, and monitoring of activities in your assigned time zone. Coordinate and oversee the execution of these activities, ensuring they align with the objectives and goals. Ensure successful execution of all aspects of the initiative, from planning and design to deployment and evaluation. Analyze performance metrics, identify areas for improvement, and collaborate with stakeholders to drive continuous enhancement of service delivery. Being part of a Global Incident Management shift pattern to ensure 24x7 coverage Take full responsibility for major incident management from initiation until an acceptable IT work around is in place Manage all Severity and Crisis incidents, ensuring they are with the correct resolver team and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions* Work closely with technical/engineering teams, the Operations Command Center, Service Desk, and other Incident Teams to ensure effective identification of incidents Lead any 'major incident reviews' and/or lead the CSS ‘live site review' or participate in the appropriate Engineering ‘live site review' in line with incident management processes and procedures to ensure effective post incident documentation is produced to: Prevent repeat issues affecting business users Reduce the number of incidents generated Collaborating with engineering teams, obtaining a deep technical understanding of their core tools and associated processes Progressing incidents with engineering in line with agreed service levels. Ticket management ensuring stakeholders are updated on progress, timeframes and resolution plans Liaise with the risk team to ensure all business issues where appropriate are handed over to the risk management team for follow up Continual service improvement log is managed and maintained Ensures vendors are adhering to all KPIs through quality and reporting checks Take full responsibility for coordinating with other global organizations such as Engineering Groups, Field Leadership teams, Area CCG's, CMET, TrIP, etc. Serve as the point of contact and lead representative for your respective area or time zone. Lead all discussions related to Crisis Managemet within your time zone. Drive the implementation of practices and processes, fostering collaboration and engagement among stakeholders. Provide operational guidance and leadership in the day-to-day business operations of the command center. Ensure efficient and effective service delivery, meeting customer expectations and service level agreements. Extensive experience in managing incidents, escalations, crisis events, or other relevant experience in a fast-tempo Contact Center environment Must be fluent in English, both written & verbal Must have work experience more than 10+ years in managing incidents, escalations, crisis events. Have worked in 24*7 Contact Center Operations Familiarity with Incident Management processes and comfortable using first- or third-party industry tools used for Incident Management This position requires potential work outside of normal business hours and/or an on-call rotation Experience of running post-incident reviews to ensure high-quality discussion, reflection, documentation, and continual service improvement. Experience designing, developing, and implementing Incident Management processes, tools, templates, documents and reports Ability to think critically and deliver results under pressure, while adjusting demeanour and communication style to accommodate a diverse customer base Able to negotiate in difficult situations to reach a successful conclusion Ability to manage and resolve conflict and able to work effectively at all levels of the organisation Enterprise experience in Incident Management and ability to understand a diverse set of potential business impacts due to incident Balance of high standards and pragmatism to get a job done, whatever it takes This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *