Major Incident Manager

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

Responsibilities of the job:

Coordinative Tasks:

• Ensures that P1s and major incidents are handled according to agreed procedures
• Acts as the first point of contact for all P1s and major incidents, ensuring rapid response and initiating the P1 or major incident process promptly
• Responsible for assessing the severity and potential impact of the incident and categorizing it correctly according to predefined criteria, including declaring a major incident candidate to a major incident
• Coordinates all involved teams and resources to ensure a P1 or major incident is resolved quickly and effectively
• Requests approvals for necessary actions to resolve or mitigate the impact of a P1 or major incident, including additional resources and workarounds
• Continuously evaluates the P1 or major incident in terms of its classification (in case of major incident: decrease to incident or increase to crisis; in case of P1 decrease to p2-p4 or increase to major incident or crisis).
• Provides situational picture during a P1 or major incident to crisis management
• Provides regular updates to stakeholders, management, and other relevant parties about incident status, progress, and resolution timelines (excluding communication to business and customers).
• Ensure accurate and thorough documentation of incident details, actions taken, and resolution procedures for future reference and post incident analysis
• Responsible for ensuring effective handover to next Major incident Manager (follow the sun)
• Responsible for ex-post P1 or major incident review and managing the incorporation of lessons learned into the P1 process or major incident response function (tools, organizational and/or process adjustments)
• Supports Problem Management to analyze root causes of incidents and minimize probability of recurrence
• Responsible for onboarding and training of new employees that are part of the team responsible to manage P1 or major incidents
• Analyses metrics and reports on performance of P1 and major incident response process.
• Responsible for ensuring appropriate data quality within ServiceNow

Technical tasks:

• Analyzes the technical aspects of the P1 or major incident and supports technical team to identify potential causes
• Ensures that dependencies and relationships between applications are considered during analysis and resolution of a P1 or Major Incident
• Closely works with the technical resolution team as a lead to ensure all necessary actions are executed to resolve the P1 or major incident.

• Certification as ITIL Practitioner or deep knowledge of the processes of Incident Management (ITIL)
• 3+ years experience as a (Major) Incident Manager in a global organization with cultural diversity
• Experience in using ticket systems for incident management (preferably ServiceNow)
• Proficient communicator - Technical and non-Technical, verbal & written (English) with stakeholders on different organizational levels (up to Board level)
• Experience in problem management

Professional Development
We’re strong believers in continual training and development for our people. After all, your success is our success.

Work-life Balance
Our vacation and leave policies reflect our belief in proper work-life balance.

Working Internationally
See the world with DB Schenker! If you’re searching for an international challenge, we offer plenty of opportunities.

Events
We put first our employees and encourage them to socialize within various events: sports, volunteering, cultural, teambuilding and corporate events.

Discount Packages
Our employees benefit from discount package at our internal suppliers. The package covers a wide range of products and services: gym, health insurance, telephone services, electronic and home appliances, tourism, fashion, banking etc.

Meal Tickets
Meal tickets are the most offered benefit offered to Romanian employees and also one of the benefits that increase the purchasing power of all the employees.

Bookster Subscription
We encourage good reading and offer access to a modern library containing the best books, today's bestsellers as well as classic books, from personal to professional development to hobbies and fiction, plus thousands of articles, videos and audiobooks.

Flexible Working Time
We understand our employees need to have a flexible working time when they are working from the office and their schedule is not organized in shifts.

Home Office
We know that there are days when the best option is to work from home, which is why we offer 2 days/month when you can work from home.

Friendly Environment
Our mindset is to always play fair and be honest while prospering in an open and supportive work environment. With us, you can truly walk the talk and turn your passion into your profession.

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

Interested in working with us on IT topics? We look forward to receiving your application.