At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where ,Health for all, Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us. If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice.

Major Incident Management 

POSITION PURPOSE:

The objective of Major Incident Management is: To restore normal service operation as quickly as possible and minimize the adverse impact on business- critical operations, thus ensuring that the best possible levels of service quality and availability are maintained. ‘Normal service operation’ is defined here as service operation within Service Level Agreement limits. The Major Incident Manager together with the Manager on Duty (MoD) will be responsible for managing the invocation. The MI Manger will NOT engage in fallback activities as this is the responsibility of the ITSC Manager.

Responsibilities include:

• Coordinating the MI assessment and decision to invoke recovery.
• Coordinating and where required the management of invocations
• Capturing the details of the decision to invoke and the actions taken thereafter.
• Will ensure that all post recovery activities are performed, and all related incident records are fully populated with the required level and quality of data.

YOUR TASKS AND RESPONSIBILITIES:

• Ensure that processes are followed by all stakeholders including Vendors, Third Parties, Suppliers, Customer representatives
• Enforces process adherence across all suppliers and escalating to appropriate managers and service owners when process standards are not met.
• Communicates strategic process changes to relevant parties. Organizes and chairs calls and meetings as required by process.
• Monitors process performance metrics and Key Performance Indicators (KPIs) & performance SLA's
• Ensure Service quality and availability and performs required quality checks
• Ensure quality reports are produced, distributed, and utilized and ensure cross service improvement opportunities
• Ensure all activities in IT environment are being performed under process control
• Escalates, analyzes, and resolves service performance issues
• Register and implement process improvements based on audit findings
• Facilitate and participate in process audits
• Reviews opportunities and provides approval for process enhancements
• Design, update of the "Integrate" process/procedures and KPI's aligned with contractual obligations across all partners
• Propose process improvements and ensures that the process documentation is up-to-date, adequate and available
• Drives continuous improvement and enables innovation
• Reviews Customer Satisfaction Survey information and takes appropriate action

WHO YOU ARE:

• University degree in business administration and/or informatics or similar education
• Extensive experience with setting up key performance indicators and operations planning
• Knowledge and experience in process management for global environments
• Proven leadership, motivational and interpersonal skills as well as experience in managing governance in matrix organizations & multi partner eco- system
• Strong know-how in IT Service Management Processes and IT Operations procedures and tool architecture, ITIL certified
• Good experience on Service management tool (eg service now), analytical tools and good understanding of agile project management skills
• Profound Knowledge of information technology and/or infrastructure operations
• Strong communication skills, analytical, structural and strategic skills
• Deliver responsibilities with rational, expertise, accuracy, persistence, resilience, and creativity seeking to work both independently and collaboratively
• Profound English language skills and intercultural communication

Ever feel burnt out by bureaucracy? Us too. That's why we're changing the way we work- for higher productivity, faster innovation, and better results. We call it Dynamic Shared Ownership (DSO). Learn more about what DSO will mean for you in your new role here 
https://www.bayer.com/enfstrategyfstrategy 

Bayer does not charge any fees whatsoever for recruitment process. Please do not entertain such demand for payment by any individuals / entities in connection with recruitment with any Bayer Group entity(ies) worldwide under any pretext. 
Please don’t rely upon any unsolicited email from email addresses not ending with domain name “bayer.com” or job advertisements referring you to an email address that does not end with “bayer.com”. For checking the authenticity of such emails or advertisement you may approach us at HROP_INDIA@BAYER.COM.