Incident Management Global Process Owner

ABOUT THE ROLE

The Global Process Owner (GPO) manages is responsible for the successful deployment, adoption and overall efficiency of the process owned. They manage global initiatives and projects within Data4 with regards to the successful execution and adoption of the process. They identify and gather competences locally to improve the process owned, with the support of local Operations Directors.

The Incident Management GPO is the owner of the incident process globally, i.e. ensuring all incident occurring in data centers in operation or in construction with actual impact to legacy operations, are covered by an incident management workflow.

The Incident Management GPO manages the lifecycle of the Incident Management project, from process implementation to process inspection and adoption measurement. The Incident Management GPO provides regular insights to the Global Operations Director and local Operations Directors on the status of the process. They discuss necessary improvements and in regards to both efficiency and adoption, gather lessons learned from the process execution and share learnings in Incident Management Business Reviews conducted on a monthly or quarterly basis and chaired by the Global Operations Director.

The Incident Management GPO gathers data from the Data Center industry and similar mission critical environments to ensure the process owned is regularly upgraded based on benchmarking data and industry best practices. They make sure the Incident management process is scalable and adjusted to the local country needs regardless of their size and particular contexts.

The Incident Management GPO contributes to critical incidents resolution by supporting incidents team with the necessary methodology to streamline incident management in real-time, avoid waste of time and remove cognitive biases.

Finally, the Incident Management GPO overviews the applicative development and tool maintenance to make sure the process is efficiently supported and consistently applied across the board.

The Incident Management GPO is the main point of contact and the Subject Matter Expert (SME) within Data4 for all matters related to the process. They interface with senior leadership and other Data Center SMEs. The candidate for the Incident Management GPO role must excel in written and verbal communication. They must demonstrate the ability to think big strategically and take bold initiatives on behalf of their internal and external customers. They have experience of operating large-scale data centers or comparable experience in mission critical environments (e.g. semiconductors, nuclear operations, military…)

RESPONSIBILITIES

RESPONSIBILITES IN TERMS OF IMS CERTIFICATIONS

Respect and enforce certification policies in terms of:

• IMS: Respect and enforce the certification policy and be proactive in improving the Integrated Management System (IMS) with stakeholders.
• H&S: Respect and enforce health and safety rules.
• Environment: Respect and enforce environmental policies.
• Information security: Respect and enforce information security policies.
• Energy: Respect and enforce the policy of energy management policy.

JOB SPECIFIC RESPONSIBILITIES

• Defines and updates policies regarding Incident Management process
• Ensure the design of the process aligns with the business and industry best practices
• Owns the Incident Management process from a strategic perspective, and provides tactical reporting at group level
• Approves all updates to the process and process improvement plans in agreement with the Global Operations Director.
• Is accountable for both adoption and efficiency of the process
• Oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process.
• Defines performance targets and implements improvement plans with local Operations Direct to address performance issues in regards to the Incident Management process
• Works with other teams to constantly improve the level of service rendered internally and to our customers.
• Owns the training program of employees involved in the incident process.
• Gather lessons learned from past incidents and owns the mechanisms to share lessons learned across countries
• Contributes with the local Operations Directors and the Group Operations Director to the improvement of the incident resolution and escalation process used to address real-time critical incidents with potential or actual impact to customer assets
• Define the 3-year roadmap in collaboration with the Group Operations Director
• Supports the implementation of the Incident Management process in all new countries

REQUIREMENTS

Education and experience

• 5+ year experience in similar position or in mission-critical operation, with background in incident management and resolution
• Bachelor’s Degree in Electrical/Mechanical/Energy Engineering or equivalent experience
• Fluent English (B2/C1)

Technical skills 

Required

• Experience with complex systems
• Experience with incident management, incident resolution and learning from errors

• Agile with IT tools – knowledge of ticketing tools such as JIRA, Proxima or Remedy
• KPI and metrics management and analysis

Preferred

• Familiar with data center maintenance process, data center technical operations and data center customers’ needs

Soft skills

• Effective communication – emails, phone and face to face
• Strategic thinking and ability to build a multiple year vision
• Capability of conveying strategic ideas through written documents
• Capability of building a trusting relationship with peers and senior leadership