Siemens Careers

IT Major Incident Manager

Alpharetta, Georgia; Buffalo Grove, Illinois; Orlando, Florida
Information Technology

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English (US)

Job Description

Division: Global Services
Business Unit: Information Technology
Requisition Number: 232372
Primary Location: United States-Georgia-Alpharetta
Other Locations: United States-Florida-Orlando, United States-Illinois-Buffalo Grove
Assignment Category: Full-time regular
Experience Level: Senior level
Education Required Level: Bachelor's Degree
Travel Required: 5%

Division Description:

Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationally for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in seven Divisions: Power and Gas, Power Generation Services, Energy Management, Building Technologies, Digital Factory, Process Industries and Drives, and Financial Services. Our support functions are split into two organizations, Corporate Core and Corporate Services. These organizations provide essential services to better enable responsible and profitable growth. For more information, please visit: https://www.siemens.com/us/en/home/company/about/businesses.html



Job Description:

Are you ready to stand up and lead the recovery of critical IT systems in the event of a major outage, affecting Siemens businesses across the world?

  • In this role your main task is to lead and manage the resolution of IT Major Incidents in an efficient and timely manner to minimize the impact to Siemens
  • The Major Incident team is a very high profile role in the GS IT organization, engaging with a diverse group of IT Providers to restore IT Services as quickly as possible.
  • You will report into the Global Head of Major Incident Management as part of a team of ~20 spread across the globe.

Responsibilities:

  • You will engage on all Major Incidents and establish Technical & Management Bridges as required
  • You will assist with non-Major-Incidents upon request from Service Delivery Managers or Service Desk to be raised as Major Incident and ensure the participation of required technical resources and senior tower management in technical bridges
  • You establish and maintain customer updates during the incident according defined channels as well as be responsible for provider Management communications via mobile messaging and email
  • You will make sure good consistent quality updates are maintained and create a Major Incident record in ITSM tool, update and maintain quality of the data in the record
  • Furthermore you gather appropriate resources (Management and Technical) and if applicable customer representatives and subject matter experts into the Major Incident Resolution Team
  • You build strong linkages with all core ITIL processes as part of the end-to-end process (e.g Problem Management)

 

 

Required Knowledge/Skills, Education, and Experience:

 

  • You graduated successfully from university with at least an Associates' degree in Business Informatics or have a similar qualification with a technical and/or business background.
  • You have many years of professional experience in complex and/or global projects/service- operations as well as Management Communication and Quality Management.
  • You bring a minimum of 8+ years of technical experience within IT as well as in-depth knowledge of incident management and other service management processes
  • You have experience working out of hours shift patterns, on-call duties are likely and out of hours work may be required at short notice
  • You bring the ability to perform in a high pressure environment.
  • You are able lead and stay in command\control of situations, even when very senior stakeholders are involved.
  • Business fluency in English (written and spoken).
  • Travel is not normally required.

Qualified Applicants must be legally authorized for employment in the Unites States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States.


Preferred Knowledge/Skills, Education, and Experience

  • Additional Languages, especially German, Spanish or Portugese.




#LI-AMS


Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

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Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.



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