Escalation Manager H/F
OVHcloud
Paris France
il y a 3j

Ref ESCAMAN1219 CDI Paris Roubaix France This new unit is in charge of

  • Incident initial assessment, declaration and logging
  • Major incident priority continuous assessment
  • Coordination between OVH stakeholders (incl. Comex and relevant teams)
  • Internal communication, with team members being the legitimate single source of truth
  • Major incident closure and their Post Mortem follow-up
  • Support Service Operations governance
  • Data analytics comes also within his scope.

    Escalation Manager role is energized by the challenge of working through difficult situations and finding positive outcomes.

    The activity is an 24h / d 7d / w, based on on-call process.

    Composed by 3 people, the team can defuse the situation, isolate the core issue and address the customer's concerns.

    All members of this team must

  • Enjoy gathering information and understanding the facts of a situation
  • Have an exceptional critical thinking skills and like solving problems
  • Have the ability to understand complex situations and formalize from them clear and executable improvement plans while keeping the global picture in mind.
  • Have to deep dive into OVH monitoring data in order to compute it, have it enriched, in order to produce quality of service reports and dashboard
  • Your role?

    Major incident management

    Assumes command & control of Major Incidents, the graduation of low impact incidents to Major Incidents and triggering of Crisis.

  • Communication Management.
  • Escalation Management.
  • Identification and Support of Resolution Manager.
  • Ensures all Major Incidents remediation efforts focus on tactical restoration of service within SLA guidelines

  • Monitore ongoing outages to ensure compliance with SLA's and performance goals.
  • Analyze Business Security / Financial Impact
  • Facilitate Conference Calls directing resources of highly technical competencies to maintain focus on restoration of service.
  • Accountable for all communication with respect to Major Incidents inclusive of target audience, content / context,... Ensure communication is consistent, clear, concise, and effective.
  • Responsible for the ongoing development and maturity of the communications process and content.

  • Optimize response capabilities providing input to tools development which accelerate Major Incident response capabilities throughout the organization.
  • Engage with customer executives and account teams when necessary.
  • Engage with Crisis team if required.
  • Reporting

  • Gathering data and producing standard or ad hoc reporting and presenting to management team, account team and customer as required.
  • Ensure key performance indicators are measured for Major Incidents and report trends of process maturity levels and tool adoption.
  • Drive action plans to improve QoS thanks to the data analytics.
  • Problem management

  • Measure and define effectiveness of the problem processes and identifying opportunities for improvement.
  • Produce statistics and reports to demonstrate performance of the Problem Management process.
  • Analyze and report incident trend data to identify and eliminate root causes.
  • Identify and promote proactive means to prevent incidents from occurring or to restore service more quickly.
  • Lead and facilitate post mortem investigations into high impact incidents and take ownership to drive root cause determination, risk mitigation, and ensure permanent resolution is put in place.
  • Your assets ?

  • Leadership skills.
  • Stay calm and structured under pressure
  • Problem solver
  • Ability to adjust quickly to shifting priorities and make quick decisions with limited information.
  • Self-driven, proactive and organized
  • Business and Data Analytics driven
  • Your experience?

  • Knowledge & experience with infrastructure & technologies (i.e. DCs, Networking, Server, ) sufficient for driving troubleshooting and remediation.
  • ITIL v3.
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