Critical Incident & Problem Manager

 Manage Critical and High Incidents through their lifecycle including;
o Setting up and managing Incident Management Meetings
o Providing communications to stakeholders during the duration of the Incidents
o Ensuring updates are received / provided in a timely fashion with appropriate information
 Manage escalated or complex issues through to completion; including –
o Setting up and managing required Incident Management Meetings with senior leaders
o Providing communications to stakeholders during the duration of the Incidents
o Ensuring updates are received / provided in a timely fashion with appropriate information
 Understand, promote and actively manage to service level agreements and service commitments to customers
 Manage and direct Technical Support analysts through all aspects of their Incident accountabilities including but not limited to: participation, resolution and communication
 Manage and execute creation, composition and distribution of Incident Reviews between internal and third party support vendors to relevant Problem Management teams and IT Stakeholders
 Oversee, coordinate, and provide governance to reactive problem management for all P1 and P2 Incidents
 Report on global problem management activities across all suppliers in the Mondelez ecosystem
 Conduct and provide training on relevant Incident and Problem Management Processes to IT Colleagues and contractors to ensure process awareness and compliance

In case you are interested in this position, please send your English CV to [email protected].
The subject should be "Critical Incident & Problem Manager".

We would like to thank to all applicants and inform you that we will be contacting only successful candidates.