Incident Problem And Knowledge Manager - Madrid

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Incident Problem And Knowledge Manager



Multinational company - end client - is looking for an Incident, Problem and Knowledge Manager (EMEA) for their office in Madrid.

Under the general direction of the Zone Head of Delivery and Operations, the Incident, Problem and Knowledge Manager is responsible for the implementation, mastery and evolution of ITSM processes in his/her scope of responsibility aligned with the respective ITSCs located in the zone and standard global process and policy.

The incumbent holds the role of process owner for Incident, Problem and Knowledge Management, on behalf of the Cloud and Data Centre scope which purpose is:

Ensure that the Incident Management process fits for purpose.
Problem management is fully implemented driving a continual improvement and avoidance of recurring incidents
Ensuring that a knowledge management process in place that allows the results of incident and problem management to be captured and recorded for the continual evolution and improvement of the service offering.
Provide direct management to incident, problem and knowledge management implementation projects on behalf of GCDC (tools, governance¡).
Work directly with outsourcing organizations to ensure compliance and adoption to standard process or when applicable the appropriate interface in process and/or tools.
Represent the GCDC zone for the design requirements and continual improvement of the Incident, Problem and Knowledge Management process and its metrics.
The main purpose of this position is to reduce risks to performance and quality of service thanks to robust processes that facilitate the operations agility and proficiency.
Additionally, he/she collaborates with Incident, Problem and Knowledge Managers from other zones and within ITSC and Service Management Teams to share problems resolution and knowledge within the whole organization.


Follow incident, root cause analysis and problem metrics for the zone.
Define crisis management process for data center major incident.
Capitalize on experience and previous incidents to build a global knowledge database shared with other regions.
Drive continuous improvement for the zone.
Optimize processes in his/her scope of responsibility. • Ensure excellence in Health & Safety (H&S) by providing visible leadership and driving for the execution of the basics of the H&S operating model and adherence to Group H&S standards and policies.

Level of education/qualifications normally required:
Bachelor´s Degree in Information Technology or related discipline.
ITIL v2 Managers Certificate or v3 Expert qualification.

Specific work experience:
Experience working with offshore outsourcing organizations.
Experience in global roll out management. ? Implementation experience of Service Management Tools (ServiceNow is an asset).
At least 7 years of experience in domain.

Technical / functional skills:
Experience developing and implementing IT standards, policies and procedures.
Awareness of Operations role and constraints in a worldwide and outsourced IT organization.
Broad range of understanding of Data Centre shared infrastructure (Servers, SAN, Network optimization, Security equipment¡) and associated technologies (Cisco UCS, VCE, EMC, HP¡).
Broad range of understanding of ITIL, ITSM and industry best practices.
Ability to understand and deliver infrastructure services which are provided on a 24x7x365 basis.
Excellent written and verbal communication skills. ? Ability to perform knowledge transfer as required and necessary

Mobility requirements: International travels: up to 15%.

Funciones Profesionales

Detalles de la oferta
  • Experiencia: Más de 5 años
  • Tipo contrato: Indefinido
  • Jornada: Jornada completa
  • Honorarios: No especificado