service process Controller (mim)Fujitsu

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Live in Costa Rica, Malaysia or Philippines.
Experience in Major incident management in large or complex environments.
Proven experience with:
Coordinating cross-functional teams under pressure.
Managing incidents involving critical infrastructure (cloud, network, application, database).
Working within SLA-driven environments.
Experience with ITSM tools such as ServiceNow, or similar.
Strong leadership under pressure - calm, decisive, and assertive.
Excellent verbal and written communication skills in English.
Strong analytical and problem-solving skills.
Ability to work in 24x7 on-call rotation and rotating shifts.
Understanding of enterprise IT ecosystems: cloud (AWS, Azure, GCP), networking, servers, databases, and applications is an advantage.
Key Responsibilities:Major Incident ManagementLead the resolution of major incidents, ensuring prompt action and adherence to established processes.Coordinate with technical and operational teams to identify root causes and implement resolution strategies.Escalate incidents appropriately and engage required stakeholders to facilitate resolution.Communication and Stakeholder EngagementAct as the primary point of contact for updates during major incidents, ensuring clear, concise, and timely communication to all stakeholders.Tailor communication for both technical and non-technical audiences, including senior management.Facilitate incident bridge calls, ensuring relevant teams are engaged and aligned.Analysis and Decision-MakingAssess incident severity, business impact, and urgency to prioritize actions.Evaluate available information to make informed decisions in high-pressure situations.Support post-incident reviews to identify root causes and recommend process improvements.Process Adherence and ImprovementFollow the organization's Major Incident Management framework, ensuring compliance with ITIL and organizational policies.Contribute to the development and refinement of incident management processes and workflows.Maintain accurate incident records and documentation using incident management tools (e.g., ServiceNow).Collaboration and TeamworkWork closely with cross-functional teams, including technical, operational, and leadership groups, to drive resolutions.Build strong working relationships with stakeholders across the organization.Support knowledge-sharing and continuous learning within the CRC.Proactive EngagementMonitor trends and recurring issues, proposing preventative measures to reduce future incidents.Stay informed about changes in IT infrastructure, processes, and technologies that may impact the Major Incident process.Relocation Supported: NoVisa Sponsorship Approved: NoAt Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.Copyright 1995 - 2024 FujitsuxCookie Consent ManagerWhen you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.Required CookiesThese cookies are required to use this website and can't be turned off.Show More DetailsRequired Cookies Provider Description Enabled
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Fujitsu

Cebu
Permanent
Full-time