Principle Associate – (Incident Manager)

Eurofins India

Company Description
About Eurofins

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins believes it is a global leader in food, environmental, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 50,000 staff across a network of more than 900 independent companies in over 50 countries, operating more than 800 laboratories. Performing over 400 million tests every year, Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing.

Eurofins is one of the fastest growing listed European companies. Since its IPO on the French stock exchange in 1997, Eurofins’ sales have increased by 35% each year (in compound average) to over EUR 4.5 billion in 2019.

About Eurofins IT Solutions India Pvt Ltd

Eurofins IT Solutions India Pvt Ltd (A CMMI Level 3 Company) is a 100% full owned subsidiary of Eurofins. This young captive centre located in Bangalore was established in 2012 to be the largest IT Solutions group within Eurofins to cater to all the internal IT business needs. The primary focus of IT Solution group will be to develop the next generation LIMS (Lab Information Management system), Customer portals, Ecommerce solutions, ERP/CRM system & B2B platforms for various Eurofins Laboratories and businesses.

EITS India is a Young, Dynamic and Growing organization with lot of career growth prospects. We strongly believe that ‘Our people are our assets’ and we ensure that all our staff are provided with great work environment, good benefits and challenging Global projects to enable a fulfilling career. We are committed to provide enriching experience to our employees.
Job Description
POSITION TITLE:             Incident Manager

REPORTING LOCATION: INDIA

WORKING LOCATION:      INDIA

SUMMARY OF POSITION AND OBJECTIVES:

To handle incident management effectively by coordinating with global support teams and ensuring service restoration/fix as soon as possible; thereby drives improvement in service availability. Handle end to end communications to relevant stakeholders effectively and efficiently as per defined processes.

Managing Major (P1 and P2) Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved efficiently.
Chairing conference calls and/or group chats with participants including Service Managers, Technical Support teams, senior management and vendors.
Regular notification to senior leader ship of current status and business impact during major incident situations.
Prepare Post incident document along with technical teams to assist to identify the root cause of the incidents.
Ensure proper escalation procedures are followed and correct support teams are engaged to troubleshoot the issue within timelines. Make sure a group chat is in place and followed by bridge call for all major incidents.
Email notifications, SMS to be triggered in case of Major Incident within the given time lines.
Regular follow ups and updated notifications to be sent every 30 minutes based on the priority or whenever valid updates are available.
Good knowledge in working with MS excel, power point presentation and ready to work in multiple project related activities in scope for Incident management.
Accountable for the process and maintains, designs and improves the process as necessary to achieve the objectives of the business.
Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process
Coordinating interfaces between incident management and other service management processes
Driving the efficiency and effectiveness of the incident management process; producing management information, including KPIs and reports for Incident, availability management.
Reviewing and auditing the process.
Assist in developing and maintaining the incident management process and procedures along with global teams.
Job description:

Technology skills:

Mandatory

ITIL V3 foundation
ITIL Intermediate – Service Operations
Hands-on Service reporting
Escalations handling
Excellent written and Oral communication
Works in conjunction with Continual Service Improvement
Optional

ITIL V4 foundation certification
Certified ITIL Intermediate (Service Operations)
Profile description:

Incident Manager will be providing Major Incident Management support for all major IT Incidents by collaborating closely with various IT Infrastructure and application support teams.

Requirements:

Good collaboration and problem solving qualities
Attention to details and quality reporting
Be flexible and adapt to current organizational processes
Willingness to work in 24×7 environment and/or oncall support.
The successful candidate will have a self-motivated, get-it-done attitude; the ability to think critically; enjoy working with teams spread globally and across cultures; a desire to learn in new areas; and the discipline to pay attention to deadlines, details and quality.
Good communication and interpersonal skills to interact with global teams.
Will be an added advantage if worked on Laboratory related applications.
Ensuring that all IT teams follow the incident management process for every major and high visibility incident.
Qualifications
BE Computer Science/MCA or any other Bachelor’s degree with the right experience.

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