Incident Process and Major Incident Senior Executive

Location SG-Singapore | MY-Penang | MY-Kuala Lumpur
Job ID
96236
Function
IT
Recruiter
Ayden Oh
LITag
#LI-AO1
Position Level
Senior/Supervisor

Overview

At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you’ll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

Build your edge. Build what's next.

Become a leader at a leading company.

Become a Zebra.

 

Zebra Technologies Corporation is seeking qualified, self-motivated candidate for contributing to the success of Zebra’s Incident Management processes. In this role, the person selected will deliver leadership with Zebra IT’s incident management processes aligned with ITIL best practices as well as being directly responsible for Major Incident Management coordination and messaging.

Responsibilities

Standard Incident/Request/Change Governance

Inspect and measure incident delivery through the analysis and reporting of key process related metrics.

Identify patterns and systemic process issues with standard incident management delivery and follow up appropriately.

Engage with Zebra support teams to maintain a consistent, effective operational process for incident resolution.

Communicating and promoting best standards with the incident management processes.

Improve the effectiveness and efficiency of the incident and request management process in the spirit of continuous improvement.

Participate in Change Advisory Board as a backup to review proposed changes.

Major Incident Delivery as per ITSM MIM policy and procedures

During APAC business days, the employee will handle the escalation for incidents critically impacting Zebra business operations (Major Incidents) and will be the point of contact every alternate weekend.

The position requires:

Rationalize and confirming and escalation meets Major Incident criteria

Quickly issuing outage alert notifications

Ensuring IT Team engages on a collaborative resolution conference call, driving for service restoration with team members

Communicating regular status updates until resolution

Documenting Major Incident timeline and business impact and

Initiating Root Cause Analysis and problem management procedure to identify the gaps and takeaways that can be passed as improvements to other teams.

Standard Incident Reporting

Produce monthly and quarterly reports on incident management delivery using important metrics.

Customer Satisfaction Survey Reporting

On a weekly basis, review CS survey responses and drive and track responses from service support managers.

Produce monthly reports summarizing customer satisfaction scores for the IT organization.

Quality and Audit parameters

Audit ~5-10% of the tickets handled by different IT support teams as per defined audit parameters

Propose out of the box ideas to improve existing audit parameters

Monitor incidents/requests and identifying any ticket that require increased focus and actions necessary to meet service levels.

Qualifications

 

The selected candidate will possess:

  • Hands on Incident Management experience while working with multiple disciplinary teams of Infrastructure and Application environment.
  • More than 7 years of operational work experience with incident management delivery, methodologies, and professional tools
  • Prior experience with Major Incident delivery - solid background with coordinating multi-functional response to major, high impacting disruptions.
  • Ability to be on-call for Major Incident delivery outside of some standard business hours – including weekends.
  • Ability to communicate effectively among IT technical teams, IT leadership and Zebra business team members.
  • Experience working with ITIL principles (certification a plus)
  • Possess excellent written and verbal communication skills in English
  • Experience with Service Management tool sets – ServiceNow is a plus
  • Strong knowledge and experience in excel functionality and reporting (formulas)
  • Strong focus on customer satisfaction
  • Able to prioritize and execute tasks in a high-pressure environment.
  • Bachelor's Degree in software engineering, computer science, or business administration and/or equivalent work experience.

Equal Opportunities:

Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law.

Zebra’s culture is encouraging and collaborative where employees are encouraged to learn and grow together.

Zebra Benefit Package

We offer competitive pay, bonuses, benefits, career/personal growth and work/life programs to ensure that you are empowered to succeed as a member of the Zebra family!

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