Are you looking for an exciting new challenge that will allow you to demonstrate your skills and share your experience within a fast-paced and dynamic working environment?
We are looking for a Senior Incident & Problem Manager to be responsible for the governance of IT Incidents and Problems with the overall target of minimising disruption to the EVRi business. As an experienced Problem Manager, you will be responsible for end management of Problems, from initial logging, through to Problem resolution and closure, ensuring that the full Problem lifecycle is suitably managed and controlled.
Direct management of Major Incidents (P1/P2) and oversight of lower impact incidents (P3/P4) will be covered. You will be working as the functional lead member of the Incident and Problem Management team, currently one of four team members. You will be responsible for ensuring effective coordination of team training, process updates and effective collaboration. This role has an on-call requirement for Duty Manager activities (payable) on a 1-in-4 basis.
Sound interesting? At Evri we encourage flexible working that fits the individual as well as the team, whether that be from the office, from home or a mixture of both. Let us know your preference in your application form, as well as the working pattern you’re looking for e.g. full or part-time hours – we will do our best to accommodate your request, wherever possible.
Your Responsibilities
Problem Management
* End to end management of all Problems and associated tasks.
* Manage and report on Problem Management activities ensuring objectives, CSFs and KPIs are monitored and adhered to.
* Creation and updates of Problem Management processes and knowledge articles
* Working with resolver groups and development teams to proactively identify incident trends that lead to Problems and Known Issues.
* Review Problems against the Problem Acceptance Criteria - To ensure that only items which meet the Problem definition are progressed via the Problem Management process.
* Assess Problems, to ensure that suitable data is provided and that the quality of the data is fir for purpose – To ensure that investigation and diagnosis can proceed as expediently and accurately as possible
* Take ownership of the Problem Management and CSI process ensuring the workflows underpin the business goals of reducing Incident volumes and Technical Debt and increase system availability across all services.
* Take a lead on Service Improvement Plans for IT services where a high number of Problems and Technical Debt exist.
* Record and track all actions and ensure resource is allocated to address any underlying faults and achieve the required service stability.
Incident Management
* Ownership of the Incident Management Process ensuring the flow is fit for purpose and supports the target of Incident SLA’s being met and exceeded by teams.
* Active role in driving and Incident Reduction Plan with the target of reducing number of service-impacting Major Incidents affected the Evri business.
* Define and deliver scheduled reports and dashboards in a variety of formats that demonstrate performance against KPI’s and any areas of focus required to reduce incident resolution times and/or volume.
* Perform regular reviews with resolver group management to define actions required against breached, aged tickets and overall performance.
* Responsible for the production of Post Major Incident Reports, ensuring the incident details are comprehensive and allow for effective root cause analysis.
* Responsible for recording all Major incidents in the major incident report tracker.
* Confidently lead the recovery of high profile, major technology incidents within complex environments, focusing fully on the restoration of service and minimum disruption using various methodologies and management techniques. This is a critical role within IT service to reduce the risk of severe financial impact to the business caused by IT outages.
* Responsible for validating the situation, customer and business impact, verifying the priority of Major Incidents and managing collaborative efforts to resolve the incidents effectively.
* Accountable for creation and distribution of clear, timely and accurate business and technical communications, across the organisation including senior and executive management.
* Demonstrate customer focus and the ability to utilise the required resources to clearly articulate the customer experience.
* Ensure the underlying causes of IT incidents are investigated via the Problem Management process.
* Collaborate with support and business teams across the UK & Germany, to investigate and assess the impact of issues within the production environment.
* To develop and build relationships with all EVRi IT & Business teams to ensure a high level of customer service and satisfaction.
* Act as point of contact for Service desk on escalated incidents, taking ownership where needed to drive resolution.
* Work with all team managers to ensure their teams are following the correct process when acting as on call technical resource.
Your Experience
* 5 Years’ experience in an Incident Management/ Major Incident Management / Problem Management role.
* 5+ years’ experience in working within IT Service environment.
* Proven level of experience supporting complex IT infrastructures.
* Successful track record within a Problem Management or Continual Service Management role.
* In-depth understanding of Service Management Framework principles and processes, can apply technical knowledge in all activities.
* Proven experience of working under pressure with responsibilities which can influence financial and operational impact to the business.
* Excellent written and verbal communication skills at all levels.
* Strong management and leadership skills
* An affective ability to influence others.
* The ability to work under pressure and multitask, maintaining quality output.
* A good understanding of IT infrastructures within a Logistical business.
* Innovative, focused and process driven.
* Conflict resolution skills.
* High level interpersonal skills.
* Demonstrable ability to lead, communicate and deliver complex plans involving multiple actions and task owners.
Why Work Here?
We’re constantly looking at ways to become a more inclusive and diverse employer, and our benefits package is important to us. Here’s some of what we currently offer:
* Flexible working; work from home, or in the office – whatever suits you. You can also choose your working pattern – if you’d like to work full-time, or part-time, just let us know!
* 26 days holiday + UK Bank Holidays and the option to buy or sell up to 5 days
* Bonus Scheme; an annual bonus that can earn you up to 15% if you really push the boundaries
* Career progression framework; map out your next steps in your career
* Pension; 3% employer contribution on top of what you choose to commit yourself
* A range of discounts from our clients
* We also have a range of flexible benefits such as additional life assurance, critical life insurances and others to choose from