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. Innovation and digitalization are not only buzzwords to you? You are determined to make them happen?

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.

Qualifications for the job:

* Study to university degree level of natural sciences, computer science, business, or an equivalent education
* 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 supporting Microsoft Windows operating systems.
* General knowledge on IT-Infrastructure such as WAN, LAN, Data Center's (Cloud & On Premise), O365, Azure
* 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); able to understand complex technical language as well as translate technical language into business language
* Negotiation, decision-making and leadership skills
* Vendor relationship management skills
* Experience in problem management

DB Schenker GBS Bucharest is committed to create a dynamic work environment that values proactivity, customer focus, team spirit, open feedback and integrity.
What we take pride in:

Bookster Subscription, Discount Packages, Events, Flexible Working Time, Friendly Environment, Home Office, Meal Tickets, Professional Development, Work-life Balance, Working Internationally

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. Innovation and digitalization are not only buzzwords to you? You are determined to make them happen?

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