IT Incident Manager

Job Description:

Company Description:

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 laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.
Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

Job Description:

To handle all aspects of service management effectively including, incident, service and change management by coordinating with global support teams and ensuring service restoration/fix as soon as possible; thereby driving improvement in service availability. Handle end to end communications to relevant stakeholders effectively and efficiently as per defined processes.
Chair of the change management board and accountable for change processes in line with Eurofins standards.
Own the program Service Catalogue and process and ensure correct direction to the relevant team.
POSITION & OBJECTIVES:
* 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.
* Creating & chairing change management board and logging decisions
* Regular notification to senior leaderS 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.
* Own the program service catalogue in ServiceNow or BMC Helix
* 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 change & incident management processes; 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.

Qualifications:

Technology skills:
* ITIL V3/4 foundation
* Good experience with ServiceNow
* Good experience with BMC Helix - Important
* Hands-on Service reporting
* Escalations handling
* Change Management
* Excellent written and Oral communication
* Works in conjunction with Continual Service Improvement
Nice to have:
ITIL V3/4 practitioner certification
Certified ITIL Intermediate (Service Operations)
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 24x7 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 change & incident management process for every major and high visibility incident & change request
Qualifications
Computer Science/MCA or any other Bachelor's degree with the right experience

Additional Information:

We support your development! Do you feel you don't match 100% of the requirements? Don't hesitate to apply anyway! Eurofins companies are committed to supporting your career development.
We embrace diversity!  As an Equal Opportunity Employer, the Eurofins network of companies believes in strength and innovation through diversity. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.
Sustainability matters to us!  We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we count on our dedicated carbon reduction team to help us to achieve this goal!
Find out more on our Careers page: https://careers.eurofins.com/
Company description: 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 laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.
The Eurofins network of companies believes that it is a global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and agroscience contract research services. It is also one of the market leaders in certain testing and laboratory services for genomics, and in the support of clinical studies, as well as in biopharma contract development and manufacturing. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.
In over 37 years, Eurofins has grown from one laboratory in Nantes, France to over 65,000 staff across a decentralised and entrepreneurial network of more than 950 laboratories in over 1,000 companies across 60 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.
In 2024, Eurofins generated total revenues of EUR 6.95 billion, and has been among the best performing stocks in Europe over the past 20 years