Job Purpose/summary
Play a key role within the new 24/7 Operations Command and Control Centre based in Pune.
Lead, coordinate, and facilitate high-priority major incident service restoration and mitigation as quickly as possible.
Manage, maintain, support, and improve the Maersk IT Support, Operations, and Engineering department’s ability to respond to incidents across the entirety of the IT Infrastructure estate.

Key responsibilities
Lead, coordinate, and facilitate high-priority major incident service restoration and mitigation as quickly as possible.
Drive Service Management best-practice and ITIL process compliance across the business.
Work with vendors and subject matter expert colleagues to identify appropriate paths to resolve the issue and stop the ongoing business impact
Document, communicate and log follow up actions for later triage, prioritisation, and action to avoid recurrences
Make recommendations based on clear, reasoned arguments and be able to spot problems before they occur.

Required experience
13+ total work experience in IT Service Management
8+ years relevant Major Incident Management
Demonstrable experience in a fast-paced operations environment.
Proven experience gained in a similar role, within a large global/enterprise organisation.
Proven abilities to communicate with key stakeholders across the business and IT.
Ability to analyse a high volume of technical data
Strong problem solving, analytical, and time management skills.
Understanding of enterprise infrastructure including servers, networks, storages, databases etc.
Broad knowledge of industry standard enterprise applications services
Broad understanding of change and problem management for establishing handshake between processes.
Proven Service Management background based on ITIL principles and practices.

Business skills
Strong verbal and written business communication and collaboration skills to articulate, rationalise situations during incidents.
Ability to translate between technical language and business language.
Diplomatic and Robust with the ability to act in a complex business environment.
Be enthusiastic and passionate about providing ‘best in class’ service.
Diligent prioritisation of multiple work streams and projects.
Strong conflict management acumen.
Quick adaptation to significant process changes / overhaul of business functions.
Use systematic methodology to evaluate, design and implement process or technology change to achieve measurable business benefit.

Personal skills
Ability to work as part of a 24/7 shift rota
Ability to absorb high pressures and stress while working and delivering results.
Agile and responsive to rapid change
Attention to detail
Highly process driven
Customer first mentality

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