We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer facing brands such as Allianz Care, Nextcare and Medi24.
The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families and students. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customer.
Job Summary:
The IT incident manager's job is to respond to incidents when they occur and take any necessary steps to restore service and return the business to normal operations as quickly as possible. Incident managers are the IT staff members with which employees, suppliers, and customers interact when they are stuck and need help.
Roles and Responsibilities:
Ensure IT Incident management team are monitoring all the IT services on 24 hours per day / 7 days per week
Overseeing the incident management process and team members involved in resolving the incident
Implement pro-active IT service monitoring tools, to qualify all the received alerts and to engage the necessary IT experts
Responding to a reported service incident, identifying the cause, and initiating the incident management process
Prioritizing incidents according to their urgency and influence on the business
Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures …
Collaborating with the incident management team (Internal IT staff, external IT partners, …) to ensure that all protocols are diligently followed and restore IT service and return the business to normal operations as quickly as possible
Logging all incidents and their resolution to see if there are recurring malfunctions
Adjusting the incident management process as required to ensure its effectiveness
Communicating with upper management if major issues are found in the IT system
Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks
Leadership Functions:
Lead IT Incident management team
Engage IT experts from several departments (Software development, DevOps, Infrastructure, Cyber Security, Database and external IT vendors) to form an IT incident Response team for each IT incident
Work closely with OPS team to categorize the incidents
Job Requirements
Bachelor's degree in information technology, engineering, or a related field.
5+ years of experience working in IT service management, or a similar role.
Strong knowledge of IT service management software including ITIL and COBIT.
Experience working with IT systems and software such as Dynatrace, AppDynamics, ServiceNow, ServiceDesk and Nagios.
Excellent managerial skills and ability to collaborate with team members.
Ability to analyze a high volume of technical data and work in a fast-paced environment.
Strong problem solving, analytical, and time management skills.
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