SIAM Incident Management Lead

HARMAN’s engineers and designers are creative, purposeful and agile. As part of this team, you’ll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the opportunities, innovative technologies and resources to build a successful career.

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do everyday.

The Job Roles and responsibilities include the following (but not limited to): -

Team Leadership and Coordination:

   - Provide guidance, support, and mentorship to the SIAM Incident and Event Managers.

   - Coordinate and facilitate regular team meetings to discuss ongoing incidents, challenges, and improvements.

   - Ensure consistent application of SIAM processes and best practices across the team.

Incident Escalation Management:

   - Serve as the primary point of contact for escalated incidents that require higher-level intervention or decision-making.

   - Ensure that escalations are managed effectively and in a timely manner, liaising with senior management and stakeholders as necessary.

Establishing Incident Response Framework:

   - Develop an overarching incident response framework that outlines the organization's approach to managing incidents.

   - Ensure the framework aligns with industry best practices and integrates seamlessly with existing processes.

Incident Response Policy Development:

   - Formulate high-level policies that guide incident response efforts.

   - Include detailed escalation procedures, communication protocols, and coordination with external parties within the policies.

Incident Response Governance:

   - Define the roles and responsibilities of key stakeholders involved in incident response, including incident response teams, management, legal, and communication teams.

   - Ensure clear accountability and ownership of incident response activities.

Cross-Supplier Incident Coordination:

   - Coordinate activities and communications across incident response teams and other stakeholders involved in managing incidents.

   - Facilitate collaboration among multiple service providers to ensure a unified response to incidents.

Communication Plan Implementation:

   - Implement communication plans to ensure timely and accurate communication with internal and external stakeholders during incidents.

   - Maintain clear, consistent, and transparent communication channels throughout the incident lifecycle.

Incident Investigation:

   - Conduct thorough investigations to determine the cause, scope, and potential impact of incidents.

   - Utilize appropriate tools and methodologies to ensure comprehensive incident analysis.

Incident Documentation and Quality Assurance:

   - Ensure high-quality documentation of all incidents, including Preliminary root cause & Root Cause Analysis, impact assessments, and lessons learned.

   - Implement quality assurance processes to maintain the accuracy and completeness of incident records.

Contributing to the Service Line Organization:

  - Share best practices and successful strategies with the Service Line Organization to enhance their respective practice across the Service Line Organization and Verticals.

  - Develop and maintain a best practice repository for their respective Practice that can be adopted by other GOCs and verticals.

  - Create and refine frameworks and methodologies for their respective practice that can be scaled and replicated across organizations.

  - Document and standardize successful Process Management techniques and tools for broader use.

  - Participate in the development of training materials and guidelines based on best practices for their respective and related practices.

  - Act as a liaison between the SIAM function and the Service Line to ensure alignment and integration of their best practices.

Requirements & Behavioral Attributes:

Professional Experience:

• Adequate understanding of the ITSM with 8-12 years of experience in a similar capacity/environment.
• Extensive experience in incident and event management within a SIAM or similar multi-vendor environment.
• Proven track record of developing and implementing incident response frameworks and policies.

Skills and Competencies:

   - Strong analytical skills with the ability to conduct thorough incident investigations.

   - Excellent communication and interpersonal skills for effective collaboration with stakeholders.

   - Ability to develop clear, concise, and impactful documentation.

   - Strong project, resource, and time management skills.

   - Ability to work under pressure and meet tight deadlines.

   - High level of customer focus and empathy.

   - Strong teamwork and information-sharing abilities.

   - Attention to detail with proactive management of tasks and deliverables.

   - Solid situational analysis and decision-making abilities.

Work Environment

• Should be flexible to work in client time-zone.

Educational Background and Certifications:

• Minimum education:
  • Graduate in Engineering or Science.
• Certifications:
  • Must have at least 2 of the below certifications
    • EXIN BCS SIAM Foundation
    • Professional Scrum Master (PSM) or Certified ScrumMaster (CSM)
    • ITIL 4 Managing Professional
    • Certified Outsourcing Professional (COP)
    • Prince2 / Project Management Professional (PMP)
    • Certified Agile Service Manager (CASM)
    • COBIT 2019 Foundation
    • ISO/IEC 20000 Foundation

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.