Service Support Manager, Incident

The Service Support Manager, Incident will be the key decision maker and authority to direct the problem resolution path for fastest restoration to service. As Major Incident Manager you are responsible for managing the restoration of an impacted service

affected by real or potential interruptions which may have an impact upon the quality or availability of that service. When a major or critical incident occurs, the right technical resources will be activated, you technically lead major Incident calls, determine the client impact, agree on resolution actions with everybody involved, manage the technical communication channel for focus on return-to-service.

Key Accountabilities: Coordinating the resolution of critical and Major Incidents utilizing technical and business resources in 24x7x365Coordination and management of Major Incident Management process activities.Sending executive communications to a global audience giving details of the incident and impacts to the business, including next steps and root cause analysisSends enterprise-wide communications giving clear updates that can be understood by a wide audience.Coordinates triage activities and lead conference calls to facilitate the resolution of major incidents occurring in the environment.Undertake and drive post incident review activities focused on documenting the incident and the efforts involved in restoring the service.Conduct Root Cause Analysis activities related to Major Incidents including conducting RCA meetings and provide Root Cause Analysis documentation.Advising and consult with other IT teams on processes relating to Major Incident Management.Maintain a positive, results orientated work environment, building partnerships and modeling teamwork, communicating to the support teams in an open, balanced and objective mannerMonitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.Champion Service Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.Be accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.Assist with special projects, at the direction of management, Service ManagementQualificationsDetailed understanding ITIL FrameworkExcellent interpersonal, verbal and written communication skillsClient focused approach to workA flexible attitude with respect to work assignments and new learningAbility to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detailService Management or support in an enterprise level and diverse environment of incident management, escalation procedures, and related disciplinesExcellent leadership and people management skillsAble to work under pressure and meet deadlinesAble to demonstrate a high degree of flexibility including shift and out of hours workingExcellent organizational skillsAble to manage sensitive and sometimes confidential informationSelf-motivation and able to take responsibilityAble to manage and prioritize and tasks and time efficientlyAble to demonstrate initiative and a proactive approach to daily tasksEEO DisclaimerParexel is an equal opportunity employer.  Qualified applicants will receive consideration for employment without regard to legally protected status, which in the US includes race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.