In this role you will have the opportunity to make a positive impact on our customers' experience by ensuring that IT-related incidents are resolved quickly and efficiently.
You will work tightly with the rest of the Digital & IT, identify business priorities and provide important information to both internal and external teams. The role also includes a close collaboration with the Problem Manager at SAS to address problems, and that the Root Cause Analysis or Blameless Postmortem are carried out in an efficient way.
The role includes carrying out responsibilities as an Incident Manager and in case of a major incident, also as a Major Incident Manager.
As an Incident Manager at SAS you will work with handling IT related incidents
As an Incident Manager, you are responsible for ensuring that the incident management process is executed effectively within SAS Digital & IT. You are also expected to coach and train staff on how to resolve incidents quickly and efficiently, as well as identify opportunities for process improvement. Additionally, you are in charge of maintaining and managing the incident management process, which involves planning, managing support tools, training staff, performing audits, gathering metrics and tracking compliance. You are a key player in ensuring that SAS Digital & IT delivers high-quality services to its customers and stakeholders.
As a Major Incident Manager at SAS you will work with handling major incidents
As a Major Incident Manager, you are responsible for enabling quick resolution and proper management of major IT incidents. Your main duties include driving resolution, coordinating the emergency task force, ensuring severity notification, communicating with relevant stakeholders, updating the outage, acting as escalation point, approving emergency changes, notifying the Problem Manager for investigation, and creating incident reports. You are expected to follow the best practices and procedures for major incident management and to maintain a high level of professionalism and customer satisfaction.