Service Integration and Management – Operations Expert

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Skill: information technology , problem management , service management , service improvement , globaloperations , bcp , global operations , security , service delivery , delivery , expect , infrastructure; Exp: 7-10 years; Managing ticket backlogs and escalations for assigned areas of responsibility. Within the scope of high severity- and major as well as cross-tower activities, analyse and conclude on operational reports. Facilitate requirements gathering and rollout of new processes and procedures to our global operations. Continuously improve the application of our global processes by suppliers and global technology tower personnel for high severity and major as well as cross towers activities; as well as manage process exceptions and feedback any process improvement suggestions to the processes and tools teams. Identify potential for improvement from an end-to-end service perspective. Specific Competency in at least two of the following Process Disciplines 3 High Priority / Major Incident Management End-to-end service coordination of resolution for high priority and major incidents. o Owning the periodic critical communication to the global stakeholders including regular major incident progress updates. o Providing information on status, periodic updates on resolution plans and actions taken to resolve the high severity situation via established communication channels. o Owning situation room environments to streamline troubleshooting, resolution and information exchange. o Leading the Technical Meetings with ABB Towers, Suppliers and OEMs. o Directing the tactical approach to overcome a crisis / major incident situation impacting us globally. o Orchestrate the creation and maintenance of clear and integrated resolution plans, accountability with all the related teams. o Acting as a management escalation authority in case of unclear assignments and responsibilities. o Initiating problem investigations and driving the analysis of finding the root causes to high priority / major incidents as well as oversee the implementation of corrective measures. o Own the creation of post-incident overviews. o Drive Major Incident Reviews. o Execute the global process and direct the teams to strictly comply with the global ABB process. Enable Continual Service Improvement (CSI) cycles with lessons learnt registered and improvement actions that you track until they are successfully implemented. Keep Management Stakeholders updated where necessary and involve them. Root Cause Analysis and Problem Management Ensure that Root Cause Analysis (RCA) is delivered by the suppliers in line with quality standards as defined in ABB Process Framework for high severity and cross tower Incidents. Leading or participating in daily operations calls including hand over to other time zones. Working with related internal / external entities. Review and accept RCA documents. Track the progress of identified tasks and ensure that findings are addressed. Operational Change Implementation & Configuration Management Ensure agreed Requests For Change (RFC) are entered correctly in the Service Management Tool Ensure CAB meetings (jointly between infrastructure and application) are organized e.g. their agenda and documentation is issued to participants Review and reject invalid, incomplete or impractical RFCs Ensure service suppliers are executing on their responsibilities for accurateness and completeness of data in ABB CMDB Review, monitor and communicate the progress and final outcome of multi supplier/ cross tower Changes to all relevant parties Arbitrate all change queries for multi-supplier/ cross-tower changes Take personal ownership of expedited and Emergency Changes Chair Post Implementation Review meetings as required High Severity Incident Management Assure harmonized incident management operations Manage Incidents as escalation instance for all suppliers by e.g. minimizing ticket reassignments, bouncing incidents between service providers and ticket backlogs, prolonged resolution etc. Providing guidance and leadership on all integration issues and risks e.g. guide various functions in hierarchical and functional escalations. Ensure appropriate resources are allocated to escalations Skills Communication o You can communicate well, build relationships, influence and negotiate with various groups of stakeholders from users and technicians to senior and executive management. o You are an excellent oral and written communicator with an ability to articulate complex topics in everyday language is very well established. o You are great in documenting work as well as prepare and give presentations to different audiences. Personal characteristics o You are organized and pragmatic. You are structured and can make things happen. o Decisiveness with a can do attitude is your second nature. o You can quickly and effectively manage the remote teams and inculcate the feeling of one-team towards a collective problem-solving thinking. o You strive to excellence and are willing to change your working patterns and behaviours to achieve better results. o You can manage multiple tactical plans and workstreams to mitigate a major / highly severe situation. o You are self-motivated and can support your teams, and occasionally can work under pressure. o You can preserve the clarity of thoughts to focus on driving to the problem resolution. o You are an upstanding and an honest person. You respect the perspectives of various cultures and will not hesitate to clarify when needed. o While we expect this of everyone in ABB, this role specifically helps establishing the bar for what we would like to see in everyone at our Global IS. o You can quickly and efficiently use simple tools to establish cause & effect analysis. o The ABB Code of Conduct is a document you would be proud to write and live by. Language and cultural awareness o Fluent verbal and written English is a must. Familiarity with your Local / European language(s) would be considered as an advantage. o Cultural awareness and ability to work in multicultural / international environment. o Ability of understanding technology / technical nature of the problems and translating it into a business oriented language. Technical o Good understanding of an IS landscape for Infrastructure, Information Security and Applications. o Specific experience in managing Crisis / BCP / Major / High Severity Incident Management is a big plus. Requirements You are university educated or equivalent, with a full-time degree in Information Systems / Security. You have around 7-10 years relevant IT industry experience, with a focus on integrating and stabilizing hybrid operations in global organizations. You are experienced in working in a collaborative manner and ability to be a great team player in a global environment. Service specific knowledge in Infrastructure / Security / Applications domains is a must. You are an ITIL practitioner with previous experience in end-to-end management of incident, problem, change and configuration management. Willingness to work in shifts, travel to ABB sites which may include multiple nights away from home (max 25 PERCENT ). Additional information Please visit the company website for further details

Project Leader/ Project Manager


Experience: 7-10

Function: IT Software : Software Products & Services