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KERING EUS Major Incident Manager

Kering - Regular
Central Singapore - Singapore

SUMMARY A global Luxury group, Kering manages the development of a series of renowned Houses in Fashion, Leather Goods, Jewelry and Watches: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Brioni, Boucheron, Pomellato, Dodo, Qeelin, Ulysse Nardin, Girard-Perregaux, as well as Kering Eyewear. By placing creativity at the heart of its strategy, Kering enables its Houses to set new limits in terms of their creative expression while crafting tomorrow's Luxury in a sustainable and responsible way. We capture these beliefs in our signature: “Empowering Imagination.” In 2017, Kering had nearly 29,000 employees and restated revenue of €10.816 billion.

SUMMARY

The EUS Major Incident Manager is responsible of actively managing and preventing real time Business Critical Outages within Kering Technologies APAC.

How you will Contribute

  • Responsible and accountable for the implementation and ownership of the Global Major Incident process.
  • Responsible for the oversight of all major incident escalations from initiation to resolution
  • Manage the Root Cause Analysis investigations with key and business stakeholders.
  • Conduct workflow and business process analysis while identifying root cause
  • Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.
  • Responsible for all End User and IT communications during a major system outage, ensuring IT management and the business are kept updated through incident resolution.
  • Coordinate, manage, and record chronological order of events during incident management conference calls.
  • Update the incident reporting systems with resolution information, liaise with Problem Management team on detection of potential trends; driving down repeated, service impacting failures.
  • Collect and analyze process data to initiate, develop and recommend business practices and procedures that focus on enhanced incident reduction, increased productivity, and reduced support cost.
  • Establish technical & business war rooms as required.
  • Continuous improvement of the overall major incident process and communication.
  • Strong link with key stakeholders (Change/Problem/Knowledge/Project manager)
  • Drive major incident resolution efforts and initiate team discussions, to minimise disruption to IT services , and required actions are performed by the respective teams to resolve the issue.
  • Open conference bridge to address the issue, involve accountable team. Lead the group and assign tasks seeks updates.
  • Communicate at regular intervals with key stakeholders by providing details and updates on the incident.
  • Validate severity issues have been prioritized accordingly, and that the appropriate teams are engaged.
  • Drive Problem Management by scheduling and driving root cause analysis (RCA) efforts, document corrective action for future reference and initiate implementation of preventive actions.
  • Responsible for software release and deployment to various environment, managed the release process and understand the impact of new releases.
  • Manage Change requests to minimize the impact of change related incidents.
  • Maintain the IT Event Calendar that comprises of forward schedule of change
  • Manage, coordinate, monitor, and report on change process activities
  • Communicate all Change Requests to Kering Tech members
  • Ensure change activities are coordinated and carried out according to plan
  • Managing of Change, Release and Asset management ITMP

Who you are?

  • Experience of working in a international IT Service Management
  • Solid understanding of workflow and how various Retail systems interface with other systems.
  • Able to effectively translate incidents to business impact, and validate sense of urgency.
  • Able to remain professional and tactical in stressful situations
  • Analytical, intuitive, and a strong problem-solver
  • Possess strong leadership qualities
  • Excellent Major Incident and Problem Management skills
  • Root Cause Analysis skills
  • High competence in delivering oral and written communications
  • Expert in the preparation of process and procedure documentation
  • Ability to adapt leadership style to match various audience levels
  • Work under high pressure to deliver agreed upon deadlines
  • Ability to influence process and recommend direction to peers and managers
  • ITILV3 Certification. Strong understanding of ITIL processes - change, release, incident & problem management methodologies and have been directly working or participating in incident and problem management.
  • Experience working with ServiceNow and other ITSM tools
  • 5 years experience within crisis management, major incident, Problem, Change and Release management.
  • Strong Customer Centric skills
  • Good level of written and spoken English. Must possess and display strong verbal and written communication skills

Why work with us?

This is a fabulous opportunity to join the Kering adventure and and to actively contribute to the development of the business by becoming part of a thriving Atelier in a global Luxury Group that offers endless possibilities to learn and grow. Talent development is a managerial principle at Kering and we are committed to fostering internal mobility. Our common vision promotes leadership skills and helps every employee to reach their full potential in a stimulating and fulfilling workplace environment.

Kering is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background. 

  • Full time
  • Asia
  • Singapore
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