Sobre esta vaga de Major Incident Co-ordinator na Keyloop
Key Responsibilities
Incident Management
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Oversee all Major and critical incidents, ensuring SLA compliance
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Own and manage business-critical escalations and communication to all management levels
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Take full ownership of issues from identification through resolution
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Liaise with partners and suppliers, providing regular proactive updates
Root Cause Analysis & Improvement
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Lead RCA for all major incidents within Keyloop and 3rd Party providers
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Identify trends and patterns to prevent recurring issues
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Document learnings and share knowledge across teams
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Drive continuous improvement initiatives
Reporting & Communication
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Create and maintain operational dashboards for real-time monitoring
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Prepare executive summaries for senior management
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Use automation tools (Copilot, etc.) to summarize meetings and generate reports
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Provide clear communication to both technical and non-technical stakeholders
System Management
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Manage incidents and workflows using Jira and Jira Service Management (JSM)
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Keep all systems updated with current status and actions
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Monitor for fraudulent activity and raise security incidents as needed
Required Qualifications
Experience
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Minimum of 5+ years in IT, Infrastructure and Cloud Services
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Strong Working knowledge with: Application integration, AWS and other Cloud Services, Middleware, Data Centres, Networks, Compute and Databases
Technical Skills
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Advanced proficiency in Jira and Jira Service Management
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Dashboard creation and metrics analysis
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Automation tools and AI assistants (Copilot)
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ITIL framework and incident management best practices
Essential Skills
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Excellent written and verbal communication
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Ability to translate complex technical issues into clear executive summaries
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Strong problem-solving and analytical skills
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Calm under pressure during high-level escalations
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Diplomatic and professional manner
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Time management with ability to handle multiple priorities
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"Can do" attitude with hands-on approach
