CGEMJP00360304-Major Incident and Problem

Role: Major Incident and Problem

Location: Remote

"• The role of the Major Incident Consultant is to undertake management of Major Incidents, ensuring that they are managed and communicated within the scope of Service Level Agreement, securing that all engaged parties perform up to high standards and follow agrees process.

• The role ensures that the output from Major Incident Management process is of high quality and provides management with the right level of business intelligence.
• The primary goal of Major Incident Consultant is, as a matter of urgency, to minimize or remove the adverse impact of Incidents on the business that is caused by errors within the IT Infrastructure, process failures, engaged staff competencies.
• The role of Major Incident Consultant is embedded into Service Management Team and therefore works closely with Incident Management, Problem Management, Change Management, Service Desk, Service Tower Management Leads, Service Delivery Managers and at times directly with the Customer.
• To build and maintain effective working relationships across tiers.
• Strong communications skills and ability to work cross functionally
• Liaises with Service Desk, ARMs and SDMs in support of incident resolution and customer satisfaction
• Assess business impact and urgency, declare Major Incident
• Manage the process of the service restoration or impact reduction;
• Ensures that Sev 1 and Sev 2 incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management;
• Identifies and takes control of unallocated incidents
• Dealing with ambiguity - ability to work autonomously and lead teams
• Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes;
• Provides consistent communications in scope of the process and services;
• Provides high quality reports and communications;
• Ensures that customer's business interests are maintained over and above those of any specific SDO;
• Oversees the Incident Management process delivery;
• Pro-actively Identify operational issues and drive resolution working directly with the client and SDOs;
• Facilitates and lead operational and management oriented meetings;
• Own send-to-end outage and business notifications;
• Provides technical & non-technical support for Major Incident Response Teams;
• Acts as SME for the Incident Management processes;
• Supports the effective operation of the Major Incident Management Process;
• Ensures that stakeholder resources are appropriately identified and coached;
• Support of continuous service improvement is a pivotal element of the role;
• Is aware of the service performance and supports improvements implementation;

Must to Have Skills

• Computer systems knowledge systems integration and architecture concepts;
• Understanding of cross systems interrelations in context of the global business process;
• Expect major part of experience in IT, with emphasis on operational management;
• Good Management and communication skills, leadership of Incident Management meetings;
• Experience of working directly with business and service managers;
• Experience of managing virtual teams to deliver Incident Management processes and working cross functionally;
• Service Management proven successful performance;
• Wide understanding of Service Management and clear commitment to Service Management Framework;
• Ability to develop training material, schedule and facilitate training sessions for internal and external resources, mentoring skills;
• Experience in handling escalations in a timely and effective manner;
• Experienced in managing multiple urgent tasks when considering client's business impact.
• ITIL V4 foundation minimum
• Lean intelligence and experience of Six Sigma
• Critical-thinking and root-cause-analysis skills are the most important skillsets for the problem manager. The ability to be able to step back, look at a problem logically, apply intuition and know who must be engaged to resolve the issue are essential skills of a problem manager
• Proactive problem management is driven from a continual improvement perspective. The trigger is not the result of an active incident, but rather the result of identified risks to service.

Good to Have Skills

• Good Communication (verbal & written)
• ITIL V3 or V4 knowledge is a plus"