Global Incident & Problem Manager - Uxbridge
My client a leading Oil & Gas company based in Uxbridge are looking for a Global Incident & Problem Manager to join their team.
This job manages all aspects of the day to day operation of Incident Management and Problem Management as part of the Service Management team. The role ensures that all processes and activities are operated efficiently and effectively.
The key purpose for Incident Management is to undertake service restoration of all incidents as quickly as possible, minimising the adverse impact on business operations, and ensuring that the best possible levels of service quality and availability are maintained.
The key purpose for Problem Management is to undertake responsibilities to identify the root cause of incidents along with the elimination of incident recurrence.
These activities should be done in line with Global processes and must support the provision of the IT Services to agreed Service Levels.
Responsibilities:
· Incident Management and Service Restoration
Managing the day to day operation of incidents impacting client, taking responsibility for the investigation, diagnosis and resolution of those incidents, and working with the Service Desk and other vendors to optimise service availability
· Event Management
Working with the Event Monitoring Team to ensure that events, alerts and actions are defined
· Problem Management and Root Cause Removal
Managing the operation of problems impacting client, taking responsibility for those problems and working with the Service Desk and other vendors to optimise service.
· Proactive Problem Management
Review incident trends on a periodic basis to identify issues and themes and develop plans and actions to address these.
· Maintaining Service Data
Updating the CMS and Remedy toolsets to ensure that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are updated in the CMDB
· Supplier Relationship with SDOs
Ensuring that SDOs meet SLAs; fosters open communications with SDOs whilst ensuring the relationship is professional and properly regulated
· Providing a point of contact for all client Incident and Problem Management
Providing a point of focus for any issues or queries relating to client Incident & Problem Management Processes and support.
Essential Skills/Experience
· This role requires someone who has demonstrated senior management experience in IT Service Delivery with a major part of this experience in IT Operational Management
· Track record of Incident & Problem Management involving multi-sourced and multi-disciplined service providers working on a dynamic and mission critical environment
· Good diagnosis and problem solving skills to support the above; this includes being a point of escalation for service and process issues
· Good collaboration skills as a member of the leadership of the Service Operations team, a member of the Service Management team, and a contributor to the Service Management Leadership Team and also the wider IT&S teams
· Work closely with all Segment leads and third parties to ensure an holistic service management practice is in place and adhered to
· Proven commitment to IT Service Management best practices, especially Incident Management, Event Management and Problem Management
· Service management or alternate qualifications in ITIL
Desirable Skills/Experience
· Exposure to ISO2000, CObIT, Six Sigma and Lean Management
· Experience of Incident & Problem Management in a large outsourced Service Desk and Field Service Operation
· Membership of a professional organisation, e.g. Service Desk Institute; IT Service Management Forum; IT Service Management Institute
This is a great opportunity with a high profile client. Please apply for further details.Image may be NSFW.
Clik here to view.
My client a leading Oil & Gas company based in Uxbridge are looking for a Global Incident & Problem Manager to join their team.
This job manages all aspects of the day to day operation of Incident Management and Problem Management as part of the Service Management team. The role ensures that all processes and activities are operated efficiently and effectively.
The key purpose for Incident Management is to undertake service restoration of all incidents as quickly as possible, minimising the adverse impact on business operations, and ensuring that the best possible levels of service quality and availability are maintained.
The key purpose for Problem Management is to undertake responsibilities to identify the root cause of incidents along with the elimination of incident recurrence.
These activities should be done in line with Global processes and must support the provision of the IT Services to agreed Service Levels.
Responsibilities:
· Incident Management and Service Restoration
Managing the day to day operation of incidents impacting client, taking responsibility for the investigation, diagnosis and resolution of those incidents, and working with the Service Desk and other vendors to optimise service availability
· Event Management
Working with the Event Monitoring Team to ensure that events, alerts and actions are defined
· Problem Management and Root Cause Removal
Managing the operation of problems impacting client, taking responsibility for those problems and working with the Service Desk and other vendors to optimise service.
· Proactive Problem Management
Review incident trends on a periodic basis to identify issues and themes and develop plans and actions to address these.
· Maintaining Service Data
Updating the CMS and Remedy toolsets to ensure that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are updated in the CMDB
· Supplier Relationship with SDOs
Ensuring that SDOs meet SLAs; fosters open communications with SDOs whilst ensuring the relationship is professional and properly regulated
· Providing a point of contact for all client Incident and Problem Management
Providing a point of focus for any issues or queries relating to client Incident & Problem Management Processes and support.
Essential Skills/Experience
· This role requires someone who has demonstrated senior management experience in IT Service Delivery with a major part of this experience in IT Operational Management
· Track record of Incident & Problem Management involving multi-sourced and multi-disciplined service providers working on a dynamic and mission critical environment
· Good diagnosis and problem solving skills to support the above; this includes being a point of escalation for service and process issues
· Good collaboration skills as a member of the leadership of the Service Operations team, a member of the Service Management team, and a contributor to the Service Management Leadership Team and also the wider IT&S teams
· Work closely with all Segment leads and third parties to ensure an holistic service management practice is in place and adhered to
· Proven commitment to IT Service Management best practices, especially Incident Management, Event Management and Problem Management
· Service management or alternate qualifications in ITIL
Desirable Skills/Experience
· Exposure to ISO2000, CObIT, Six Sigma and Lean Management
· Experience of Incident & Problem Management in a large outsourced Service Desk and Field Service Operation
· Membership of a professional organisation, e.g. Service Desk Institute; IT Service Management Forum; IT Service Management Institute
This is a great opportunity with a high profile client. Please apply for further details.Image may be NSFW.
Clik here to view.
