Major Incident Manager

6 months ago


กรงเทพมหานคร, Thailand AccorHotels Full time

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"

**Job Description**:

- Leveraging technology to issue all communications and providing key stakeholder management
- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
- Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution
- Being accountable for resolving the outage via workaround or permanent fix
- Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
- Supporting and nurturing process improvements and knowledge base improvements
- Continually maintaining and developing tools and resources to manage major incidents effectively
- Manage priorities based on the GSS priority standards
- Coordinating different teams and stakeholders based upon the nature of the incident
- Provide insights to Problem Management team in order to conduct post mortem analysis

**Qualifications**:

- Bachelor or Master computer sciences
- 5 years experience in ITSM - Support Management or Service Delivery Management
- Experience in hotel industry
- Process Management based on ITIL4 framework
- Accor Tech ecosystem knowledge
- Fluently in English communication (French speaking is a plus)
- Inspired leader with a teamwork approach
- Strong communication & negotiation skills
- Strong organizational skills
- Analytical skills

Additional Information
- This position is based in Bangkok reporting to management in Dubai
- Worldwide interaction (time difference to manage)


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