Descrição da Função
Your new CompanyHavi, a global leader since ****, employs over 10,000 people and serves customers in more than 100 countries. Specializing in the foodservice industry,Haviprovides innovative supply chain and logistics solutions, including analytics, planning, distribution, and freight management.
Havi Supply Chain Tech Hub'sdiverse teams collaborate seamlessly across locations and functions, embodying a spirit of integrity and creativity to serve their customers in the best way possible.
Your new RoleTheIncident, Major Incident, & Knowledge Manageris responsible for managing all aspects of incident resolution, including the oversight of major incidents and ensuring a seamless knowledge management process to improve incident response and organizational learning.
This role ensures the timely resolution of incidents, effective coordination of major incident responses, and the maintenance of a robust knowledge base to prevent recurrence and enhance operational efficiency.
You will be responsible for:
Manage the incident and major incident management (MIM) processes, ensuring alignment with ITIL best practices and organizational goals;
Establish, enforce, and continuously improve policies, standards, and procedures related to incident management;
Ensure the incident management process supports the overall IT strategy and business objectives, adapting it as necessary to meet evolving needs;
Lead initiatives to innovate and optimize incident and MIM processes, incorporating new technologies, automation, and industry best practices;
Take charge of managing and coordinating major incident responses, assembling response teams, driving resolution, and making critical decisions to restore services quickly;
Lead, mentor, and develop a team of major incident managers, fostering a culture of accountability, continuous learning, and excellence;
Ensure the MIM team is appropriately staffed and resourced to handle incident volume and complexity, and efficiently allocate resources during major incidentes;
Identify training needs and provide professional development opportunities to enhance the team's skills and capabilities;
Act as the primary point of contact for senior management, business leaders, and external partners during major incidents, ensuring clear, timely, and effective communication throughout the incident lifecycle;
Provide regular reports on incident trends, major incident outcomes, process performance, and areas for improvement;
Participate in root cause analysis (RCA) reviews for all major incidents, ensuring that root causes are identified, lessons are learned, and actions are taken to prevent future incidentes;
Track key performance indicators (KPI's) related to incident management, such as resolution times, SLA compliance, and stakeholder satisfaction, using these metrics to drive improvements and report on process health;
Maintain and curate the knowledge base, ensuring it is up-to-date, accurate, and accessible to all stakeholders;
Conduct regular reviews of knowledge articles to ensure relevance and adherence to quality standards;
Promote knowledge-sharing culture across teams and drive the adoption of knowledge management tools and practices.
What you will need to be succeedAs anIncident, Major Incident & Knowledge Manageryou will need:
Bachelor's degree level or equivalent work experience in IT Operations;
+5 yearsof experience working in the field;
ITIL Certification (preferred);
Experience managingincidents, major incidents, and knowledge management within a similar environment;
Experience working in multicultural teams and complex organizations;
Proven track record of leadingincident management processesat a senior level (including managing major incidents and crisis situations);
Proficiency working with Data Anaysis (Power BI) and IT Service Management tools (Jira, ServiceNow, or similar platforms) and frameworks (ITIL with a focus on incident);
Strong understanding of IT infrastructure, application management, and service delivery models;
Strong strategic thinking and problem-solving skills, with the ability to make critical decisions under pressure;
Excellent communication and stakeholder management skills;
Ability to work in a fast environment and to manage multiple priorities;
Excellent communication skills – Fluency in English.
What the Company can offer youHave the opportunity to join a cross-functional team in an international company with a multicultural working environment!
Next StepsIf you are interested in this opportunity, please send us your updated CV. If you are looking for another type of professional challenge, please contact us to discuss other career opportunities, always in complete confidence.
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