Major Incident Manager

About Atos Group

Atos Group is a global leader in digital transformation with c. 67,000 employees and annual revenue of c. 10 billion, operating in 61 countries under two brands - Atos for services and Eviden for products. European number one in cybersecurity, cloud and high performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is the brand under which Atos SE (Societas Europaea) operates. Atos SE is listed on Euronext Paris.

The purpose of Atos Group is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

The mission statement for Major Incident Manager is "To actively support the Customer and Delivery Teams in managing and preventing "Business Critical Outages".

What will you be doing:
* Execution of Major Incident Management process tasks in adherence with global and local requirements.
* Coordination and management of Major Incident Management process activities across the global factory and with external suppliers to agree global and local SLAs.
* Escalation of risks and issues to the (Major) Incident Management Regional/GBU Process Owner.
* Supporting Major Incident Management reporting (KPIs and customer SLAs).
* Assists the Major Incident Management Global and Regional/GBU Process Owners in driving Service management best-practice and ITIL process standardization.
* Assist the Major Incident Management Global and Regional/GBU Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across their account(s).
* Assist the Major Incident Management Global and Regional/GBU Process Owner in identifying and planning for Major Incident Management process improvement projects.
* Drive implementation of standard execution of the Major Incident Management process.
* Assist the Major Incident Management Global and Regional/GBU Process Owners in driving cross-account process standardization.
* Assist the Major Incident Management Global and Regional/GBU Process Owners in standardization to enable offshore targets.

Responsabilities:
* Responsible for the complete process adherence and handling of major incidents according to SLAs.
* Responsible for the approval of Major Incidents and overall owner of the Major Incident until resolution.
* Responsible to establish technical & business war rooms as required.
* Responsible to act as an escalation point to expedite incident resolution.
* Responsible for customer satisfaction throughout the escalation.
* Responsible for Atos Leadership Communications.
* Responsible to represent Atos to the customer (valid for nightshift/weekend/holidays). Agrees issue definition, action plan and success criteria with customer (during emergency mode).
* Responsible for information dissemination of major incidents.
* Accountable to get approval for needed emergency changes.
* Responsible for the appraisal of customer and Atos business situation for action and contingency planning.
* liaison with team managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets.
* In conjunction with Problem Manager ensure quality and usage of knowledge base.
* Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution of major incidents and contractual fulfillment.
* Participate in the review of P1 incidents and Major Incident situations.
* Ensure that Major Incident Management KPIs are reported and their targets met.
* Addresses RCA responsibility.
* Build strong linkages with all core ITIL processes as part of the end-to-end process.
* Act as a mentor to other core ITIL Process for continued Major Incident Improvements.

Requirements:

• 5+ years of experience
• ServiceNow, XMatters and Everbridge.
• Availability to work 12 hours shifts at night (7 pm EST to 7 am EST)

Rewards and benefits:

• Wellbeing programs & work-life balance - integration and passion sharing events.
• Opportunities for professional growth and career advancement.
• Remote and hybrid working possibilities.
• Benefits platform -culture, shopping, sport, etc.
• Continuous learning programs and online courses.
• Possibility to participate to charity and eco initiatives.

Career Path
At Atos, as a global leader in secure and decarbonized digital business technology, our purpose is to help design the future of the information space.
Together we bring the diversity of our people's skills and backgrounds to make the right choices with our clients, for our company and for our own futures.
At Atos, the future is our choice.
Choose your career - Atos

If you're ready to embark on this exciting adventure with us, sign in on jobs.atos.net.

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.

Choose your future. Choose Atos.