Devoteam es una consultora europea líder enfocada en estrategia digital, plataformas tecnológicas, ciberseguridad y transformación empresarial a través de la tecnología. Centrada en 6 áreas de especialización, abordamos los desafíos estratégicos de nuestros clientes: Digital Business & Products, Data-driven Intelligence, Distributed Cloud, Business Automation, Ciberseguridad y la Sostenibilidad conseguida por la Digitalización.

La Tecnología está en nuestro ADN y creemos en ella como una palanca capaz de impulsar el cambio para mejorar, manteniendo un equilibrio que nos permite ofrecer a nuestros clientes herramientas tecnológicas de primer nivel pero siempre con la cercanía y profesionalidad de un equipo que actúa como guía durante el camino.

Nuestros 25 años de experiencia nos convierten en una consultora innovadora, consolidada y madura que permite el desarrollo de nuestras 8.000 personas, certificando continuamente a nuestros consultores en las últimas tecnologías y contando con expertos en: Cloud, BI, Data Analytics, Excelencia en Procesos de Negocio, Gestión de la Relación con clientes, Ciberseguridad, Marketing Digital, Machine Learning, Ingeniería y desarrollo del Software.

Devoteam ha sido premiado como Partner del año 2021 de los 5 líderes de la nube: AWS, Google Cloud, Microsoft, Salesforce y ServiceNow.

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The purpose of the role is to ensure the execution of the Major Incident strategy, process, and operational delivery to an ITIL standard, ensuring a professional Incident Management capability. The MIM lead will work as part of a team, able to manage multiple processes and identify areas of improvements to ensure the MIM capability remains professional and efficient.

The MIM lead will report into the Head of Incident and Problem Management. This role is a critical leadership role which is key to the ongoing stability and reliability of our IT operations

Accountabilities

• Leading a team and acting as the Senior SME for the Major Incident Management function.
• Driving the simplification and standardisation of processes & procedures.
• Governing the distribution incident communications across the IT estate.
• Providing strong leadership and direction in promoting best practices across the organisation.
• Driving a continual service improvement mentality across the operation with a focus on improving the incident management processes.
• Partnering with key stakeholders such as infrastructure and Business engagement managers to ensure services remain stable and best in class.
• Overseeing the entire incident management process to ensure timely resolution and minimal disruption to services.
• Coordinating with technical teams to diagnose and resolve issues, managing communication with stakeholders and affected parties.
• Ensuring compliance with incident managements procedures and Service Level Agreements (SLA), identifying, and addressing root causes of recurring incidents.
• Conducting post incident reviews to identify opportunities for improvement, providing regular updates to management on incident trends and performance metrics and implementing measures to prevent future incidents.
• Lead incident response teams, developing and refining incident management policies and procedures and providing guidance to less experience colleagues.

This is a permanent, fully remote position.