GLOBAL COORDINATION CENTER INCIDENT MANAGER

BUCHAREST

ENGIE GBS ROMANIA

One of the world's leading energy companies, ENGIE is present across the entire energy chain, in electricity and natural gas, from upstream to downstream. By placing responsible growth at the heart of its businesses (energy, energy services and the environment), its mission is to meet major challenges: meeting energy needs, ensuring security of supply, combating climate change, and optimizing the use of resources.

GBS is part of ENGIE, partnering with the support functions for the ENGIE's Business Units and Corporate. It currently has 7 Business Support functions: purchasing, consulting, finance, real estate and logistics, legal, human Resources, information systems. By 2025, GBS is ENGIE's "transition maker" for support function excellence. Amplifying ENGIE's net zero mission, we provide a competitive edge through efficient operations, strategic resource allocation, and pioneering in culture and technology.

At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience, take on exciting challenges, and shape the path that suits you. Join us and be part of the adventure of our century!

What you will do:

The Global Coordination Center Level 2 Incident manager is responsible for ensuring the smooth resolution of incidents, minimizing their impact on business operations, and continuously improving the incident management process as a part of the GBS IT Global Coordination Center (GCC). They work with the event and incident management processes to ensure that all infrastructure incidents are taken care of in a timely manner and according to their priority. They dispatch the incidents to the relevant operational departments or SDMs and follow up their resolution. They refer potential crises to the GBS IT on-duty manager (known as GCC3). For this purpose, they work with the GCC Service Delivery Manager and the  GCC1 team  (in charge of events and non-major incidents) to ensure correct execution of the incident process.

Responsibilities:

• Ensures that events are reviewed, logged, categorized and dispatched
• Ensures that incidents are resolved and this, at the lowest support level possible and within SLA
• Ensures appropriate communication takes place around incidents
• Ensures that potential crises are escalated to GCC3
• Participates to transversal change advisory board
• Communicates on coordinated incidents and GCC activities on a weekly basis at the Commission des Operations (COMOP)
• Participates in the definition and implementation of improvement plans for the GCC, notably by performing post-incident reviews
• Reviews old open incidents and handles the situation in compliance with the process
• Makes the contributions expected of their organization by their management and support functions, in particular the Finance and HR, in accordance with their processes
• Is responsible to ensure the smooth transition from the current outsourced service
• Ensures incidents managed and resolved in a timely manner, timely and appropriate communication with stakeholders, continuous improvement plans, compliance with GBS IT processes, notably HR and Finance.

Desired education, expertise, and skills: 

• Bachelor's degree in Information Technology, Business Administration, or a related field
• Minimum of 5 years of experience in service delivery management, project management, or a related role
• Certification in relevant methodologies (ITIL, Agile etc.) is a plus
• Knowledge of ITSM processes and tooling
• Understanding of the solutions underlying the services
• Understanding of interactions between services
• Operational management

Benefits:

• Private health insurance for you and your family;
• Opportunities for ongoing personal and professional development;
• Meal tickets;
• Work-life balance;
• Annual extended holiday entitlement, depending on the length of employment.

Only candidates selected for interviews will be contacted.

If you decide to send us your personal information in order to apply for this position, please be aware of our job candidate GDPR Data Privacy Notice: https://www.engie.ro/wp-content/uploads/2022/09/ER_Nota-de-informare-Candidati.pdf.

ENGIE is an Equal Opportunity Employer. Our commitment is unwavering: we do not discriminate based on race, color, age, sex, religion or religious creed, national origin, marital status, gender expression, genetic information, sexual orientation, ancestry, mental or physical disability, military or veteran status, or any other characteristic protected by law.