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Major Incident Manager

3 months ago

Cincinnati, United States Element Materials Technology Full time

Overview:

Element are looking for a Major Incident Manager to join the Digital Technology Group. As the Major Incident Manager, you will drive operational excellence throughout the technology organization by execution of a high standard of Incident and Major Incident Management.

The role will be responsible for ALL Major Incidents for all services globally across Element.

Responsibilities:
  • Report and escalate directly to the Global Head of Technology Service Delivery where required
  • Work on various shifts which will cover a follow the sun support model across Global centres
    Act as One Voice of Technology during Major Incidents providing accurate, concise information and where needed handling conversations at senior stakeholder level
  • Personally manage Major Incidents and act as an escalation point to ensure timely resolution of incidents within expectations and SLAs
  • Host and manage appropriate Major Incident technical and management calls to facilitate the restoration of major incidents
Skills / Qualifications:
  • Experience of working and delivering in a high-pressure environment with multiple priorities.
  • Able to negotiate in difficult situations to reach a successful conclusion
  • Outstanding written and verbal communication skills for internal stakeholders, customers, and third-party suppliers
  • Be able to proactively manage customer expectations
  • IT Service experience with knowledge or understanding of IT platforms, operating systems, infrastructure and technology environments would be advantageous
  • Ability to manage and resolve conflict and able to work effectively at all levels of the organization
  • People orientated with experience of influencing and impacting leadership communities at varying levels

Essential Skills

  • Understanding of ServiceNow or similar ITSM tool
  • Technology related degree level or higher qualification
  • ITIL V3 or V4 Foundation or similar ISTM certification
  • Kepner Tregoe (Desirable)
  • Good Technical Understanding of On Prem/Hosting / Cloud Technologies

#LI-SL1

Company Overview:

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to Make tomorrow safer than today.

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

Diversity Statement:

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming the worlds most trusted testing partner.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

If you need an accommodation filling out an application, or applying to a job, please email Recruitment@element.com