Senior Specialist, Major Incident
1 month ago
Position Summary
The Major Incident & Problem Management Senior Specialist coordinates the operational response to a significant unplanned event or service interruption to restore service to its operational state and also manages the lifecycle of all problems that happen or could happen in an IT service. Whilst these roles are distinct, they may be interchangeable.
Job Responsibilities:
Responsibilities of this role include (but are not limited to):
- Through adherence to defined proactive and reactive Problem Management processes, work closely with operations teams to ensure focus on removing Known Errors from the environment, in parallel with their other work activities. Hold teams to account and track Known Errors to ensure these are being removed in a timely manner.
- Ensure trends are being identified proactively and addressed through Problem Management to reduce the likelihood and impact of Incidents affecting business productivity.
- With increased focus on first contact resolution and improved user-experience, ensure Knowledge, Known Errors and Workarounds arising from Problem Management activities are captured and documented via defined processes.
- Manage Major Incidents with authority and leadership to achieve speedy resolution of Major Incidents and to ensure the smooth and timely transition from Major Incident to the Problem Management phase for root cause analysis.
- Ensure effectiveness of Major Incident Management handling across all operations teams by running the Major Incidents, coordinating resources and suppliers, establishing, and defining the frequency of ‘Bridge’ calls, and providing ownership on those calls as well as making sure that hand-offs are effective for 24*7*365 cover. Address gaps as necessary.
- Assess the impact and urgency of Major Incidents to ensure the priority is correctly set and escalation is timely and appropriate within SLA targets.
- Leverage technical knowledge and experience to contribute to the Major Incident recovery process and to assist teams in identifying solutions and/or workarounds to ensure timely restoration of service to customers.
- Create and distribute Root Cause Analysis reports post Major Incident with particular focus on recommendations for service improvement and the removal of Known Errors.
- Ensure effective Major Incident communication is in place and effective using standardized templates for consistency (for both IT and end-user communications).
- Make sure the escalation path for when a Major Incident becomes a crisis is clearly understood and followed.
- Through local governance and by preparing detailed operational metrics analysis, (using PowerBI dashboards as the single source of truth), highlight operational gaps and issues that require focus, ensure these are addressed as required in alignment with ITSM practices.
- Where processes and/or operating procedures may need adjusting to drive improvement, raise as required to ITSM Practices and provide feedback/inputs as necessary.
- Support transitional activities as required as operations are internalized.
Skills and Qualifications:
Required
- A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.
- 5-10 years of experience working in an ITIL aligned operational role (Major Incident Management, Problem Management or similar).
- Solid knowledge and experience of ServiceNow.
- Proven ability to get inter-disciplinary and multi-vendor teams to work together effectively.
- Enthusiasm and dedication to drive continual improvement and, or change.
- Excellent analytical and communication (both verbal and written) skills.
- Experience of working to (and exceeding) Service Level Agreements.
- Process orientated with a methodical and planned approach to achieving goals.
- Ability to quickly gain the confidence of the business and colleagues through building efficient working relationships and by exhibiting assertiveness and through excellent communication and influencing skills.
- Be comfortable with ambiguity, thrive on change and engender a collaborative approach.
- Act as an advocate for the IT Organisation both externally and internally.
- Excellent written and spoken English is required, with additional competency in French or Spanish as an asset.
Preferred
- Bachelor’s degree in Information Technology or a related field.
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