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Major Incident Manager

Amsterdam, NH, NL


Country: Netherlands 
City: Amsterdam
Req ID: 468580

About CRH


CRH is the leading global diversified building materials business in the world, employing more than 70,000 people at 3,100 locations worldwide. We manufacture and supply a diverse range of superior building materials and products, used extensively in the built environment, in infrastructure, housing and commercial construction projects, of all sizes, all across the world. Each day, millions of people around the world come into contact with our materials and products which help fulfill the basic human need of shelter and the infrastructure we need for our societies to thrive.


Position Overview 


At CRH we are looking for a Major Incident Manager to join our IT team in Amsterdam. In this role you will take ownership of our Major Incident Management process. You will work alongside the CRH IT teams and external vendors to ensure Major Incident processes are understood and applied correctly. In this hands-on role, you are the person who handles the most important incidents that may impact our European operating companies in over 40 countries with more than 25.000 end-users and the incidents that impact our most senior Leadership members.

Next to handling the Major Incidents, you will develop  and implement process solutions to improve operational efficiencies for Major incident handling to continuously improve the end user satisfaction. This will comprise of ensuring integration with other processes, defining and reviewing process against key metrics and communicating the process to the relevant parties, all in line with CRH policies.


Key Tasks and Responsibilities


In this role you will be/have:

  • End to end responsibility for the management, communication, escalation, investigation and resolution of all Major/P1 Priority incidents, ensuring Business / Customer updates are timely and of sufficient quality.
  • Leading and driving fastest possible incident resolution and restoration by engaging the right teams and leaders from across the organization at the right time.
  • Responsible for clear, accurate and punctual communications to internal stakeholders and customer facing teams.
  • Responsible for chairing and driving Management and/or technical conference calls with all required stakeholders.
  • Responsible for effective internal and vendor escalation, as and when required.
  • Documenting Incident Closure Reports, as well as input to the Change and Problem Management Processes as required.
  • Drive and maintain the Major Incident Management process and associated team procedures.
  • Ensuring incident related SLA’s and team KPI’s are met in view of driving incident recovery and communication.
  • Quality assurance of Major/P1 Priority Incident tickets.
  • Designing and continuously improving the IT Incident and Service Request processes
  • Responsible for regular Incident and Service Request process reviews with IT I&O teams and developing the relevant revisions where appropriate.
  • Monitoring the Incident and Request processes to ensure compliance based on process procedures and agreed SLA/OLA’s, both with internal and external teams.
  • Ensuring that the correct teams are handling Incidents and Service requests and identifying team members in need of additional training or escalate if required
  • Assisting in promoting the implementation of best practices by recommending innovative business and technical solutions to improve operational effectiveness.
  • Performing regular backlog reviews and the operational management of both incident and service request processes, including managing related performance reviews
  • Leading & driving RCA discussions for major incidents. Creating and sharing MIR reports with relevant stakeholders.
  • Supporting RCA discussions and contributing during RCA calls with problem manager and relevant stakeholders for relevant P2s.
  • Managing trend analysis of the Incidents per Service tower together with the Problem Manager and initiate the Problem process to drive solutions
  • You should be flexible with working hours in case of major incidents via standby rotation.


Key Functional Competencies and Relevant Experience


For this role, you should have the following experience:

  • Major Incident management
  • Incident management
  • Business process improvement
  • Business risk management
  • Service Request management
  • Customer service support


Your Education and Experience


You are/have:

  • Higher Professional level or other relevant education.
  • 5+ years in ITIL process management.
  • 5+ years’ experience in Major Incident Management
  • Proven experience of working in a federated matrix model.
  • English (fluent); Desirable: Second European language (preferred)


What CRH Offers You

• A culture that values opportunity for growth, development, and internal promotion
• Highly competitive base pay plus bonus
• Comprehensive secondary benefits which includes a medical benefits program
• Group retirement savings program
• Health and wellness programs
• Excellent opportunities to develop and progress with a global organization

CRH is an equal opportunity employer. We are committed to creating an inclusive work environment for all employees and actively encourage applications from all sectors of the community.

Please inform your line manager and HR responsible before applying.



Date:  27-Jan-2023

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