SIEBEL INCIDENT MANAGER

My client a global Pharmaceutical Giant is searching for a INCIDENT MANAGER

This is a fantastic opportunity to join an industry that is not only recession proof but that looks after its people. This opportunity will give you real control over what happens with the new system that is going to be in place and that you will oversee.

Incident Manager

CHALLENGES:
The Incident Manager is responsible for ensuring restoration of normal service as quickly as possible with minimum disruption to the business in case of Incidents with the Siebel Application for Region Europe.

Relating to Process:
Monitor the effectiveness of the Incident Management process and make recommendations to the process owner for improving it

Relating to System:
Identify, verify and handle Major Incidents
Decide if the incident is a Disaster. In case of a Disaster contact relevant Management to initiate continuity Management process.
Decide if a task force has to be established to handle the incident, gather a task force for fast Major Incident Resolution and coordinate Incident taskforces
Establish a communication plan containing:
Identification and prioritisation of stakeholders.
Definition of who needs information and when.
Definition of frequency of information update.
Co-ordinate day-to-day execution of Incident Management
Monitor open Incidents and Service Requests
Consolidate incidents information for all the European countries and generate kpi reports and follow up accordingly
Coordinate incidents management with the European Local administrators and IT support groups
Contribute to definition of achievable Incident Management KPIs in the SLAs
Ensure that Incident Management KPIs in the SLAs are fulfilled

Record/update, classify and review all received Service Requests and Incidents in Remedy
Search for and relate the Incident to similar Incidents and Solutions
Escalate unresolved Incidents vertically to next support level

QUALIFICATIONS

Master degree in Computer Science, Information Systems, or Business Administration, or similar
ITIL certification

ESSENTIAL SKILLS
5 years experience in Siebel support in life science, pharma or biotech
Good knowledge of Customer Relationship Management and CRM / Sales force automation systems
Good analytical skills as well as good communication and motivation skills
Ability to work across different cultures
Fluent in English language
Team player

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