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Major Incident Manager

Publish Date: Sep 30, 2021

Location: Mexico City, Mexico Wide, MX-Mexico

Company: Atos

About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.





The mission statement for Major Incident Manager is “To actively support the Customer and Delivery Teams in managing and preventing "Business Critical Outages". 


• Execution of Major Incident Management process tasks in adherence with global and local requirements.

• Coordination and management of Major Incident Management process activities across the global factory and with external suppliers to agreed global and local SLAs.

• Escalation of risks and issues to the (Major) Incident Management Regional/GBU Process Owner.

• Supporting Major Incident Management reporting (KPIs and customer SLAs).

• Assists the Major Incident Management Global and Regional/GBU Process Owners in driving Service management best-practice and ITIL process standardization.

• Assist the Major Incident Management Global and Regional/GBU Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across their account(s).

• Assists the Major Incident Management Global and Regional/GBU Process Owner in identifying and planning for Major Incident Management process improvement projects.

• Drives implementation of standard execution of the Major Incident Management process.

• Assists the Major Incident Management Global and Regional/GBU Process Owners in driving cross-account process standardization.

• Assists the Major Incident Management Global and Regional/GBU Process Owners in standardization to enable offshore targets. Process Specific

• Responsible for the complete process adherence and handling of major incidents according to SLAs.

• Responsible for the approval of Major Incidents and overall owner of the Major Incident until resolution.

• Responsible to establish technical & business war rooms as required.

• Responsible to act as an escalation point to expedite incident resolution.

• Responsible for customer satisfaction throughout the escalation.

• Responsible for Atos Leadership Communications.

• Responsible to represent Atos to the customer (valid for nightshift/weekend/holidays).

• Agrees issue definition, action plan and success criteria with customer (during emergency mode).

• Responsible for information dissemination of major incidents.

• Accountable to get approval for needed emergency changes.

• Responsible for the appraisal of customer and Atos business situation for action and contingency planning.

• liaison with team managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets.

• In conjunction with Problem Manager ensure quality and usage of knowledge base.

• Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution of major incidents and contractual fulfillment.

• Participate in the review of P1 incidents and Major Incident situations.

• Ensure that Major Incident Management KPIs are reported and their targets met.

• Addresses RCA responsibility.

• Build strong linkages with all core ITIL processes as part of the end-to-end process.

• Act as a mentor to other core ITIL Process for continued Major Incident Improvements.

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.