India - Incident Manager

Main Purpose of Job

We have an exciting opportunity for a Service Management professional in our Group IT Operations team. You will be responsible for managing and improving ITIL disciplines such as Incident, problem and change at a global level, and assisting the IT Service Management team in maturing and policing these processes This is a great opportunity to work with a technology portfolio that’s modern and constantly developing furthering your knowledge of AI, Cloud, Big Data and other emerging technologies. You will be joining a business where collaboration, knowledge sharing, and growth are valued, and your inputs will be listened to. This is an exciting, dynamic role that requires agility of thought, adaptability and the ability to turn technical solutions and jargon into plain language for staff and communications.

Key Accountabilities

Analyse, plan, monitor, and enhance the availability of IT services in accordance with the established service standards. In an ITIL-derived framework, accountable for providing excellence in all facets of the service delivery function. Provide good-quality knowledge and information about services and service assets. Incident & Problem Management

• Working collaboratively with the team, analysing historic data to identify underlying trends and initiating proactive problem management activity.

• Implement and improve Incident and Major incident response/Problem and Change Management processes. (This role requires out-of-hours on-call for incident management)

• Supporting weekly Service Forum meetings: Provide reports for agreed KPIs and review these during the meeting, discuss Any Other Business, and agree on the next steps where relevant.

• Chairing Problem Review meetings and support the Biweekly Problem Forum: Agree on potential and reported impact to Business, understand root cause or details around root cause investigation, review suitability of workarounds in place, and agree on preventive or corrective actions.

• Worked in conjunction with IT in analysing historic data to identify underlying trends and initiate proactive problem management activity, across teams, to drive improvements and reduce incident volumes

• Ensure proactive and reactive Problem Tasks are actioned in a timely manner following a Major Incident or ongoing Problem. Major Incident

• This role is responsible and accountable for the overall ownership of the Incident until resolution. Co-ordinate the MI timeline and update calls and escalations where necessary.

• Chairing Major Incident Review meetings: Review timeline of events, including rd party involvement/statements, agree potential and reported impact to Business, understand root cause or details around root cause investigation, preventative monitoring or event alerting, review relevant existing or outstanding risks, identify new risks, and agree preventive or corrective actions.

• Ensuring notification of Major Incidents are provided to the Senior IT stakeholders, including producing post-incident reports and timelines for the stakeholders

• Providing Post Incident Reports to Leadership Additional Duties Change Management

• Aid in Requests for Change to ensure that these meet quality and conformance standards; coordinate IT staff and Customers to ensure accurate and appropriate risk assessments and communications during changes.

• Producing detailed Post Implementation Reviews establishing lessons learnt and preventive actions to avoid repeat change failures.

• Participate in weekly CAB meetings, ensuring changes are appropriately risk-managed, prioritised, and have no adverse effect on the business. Service Reporting & Governance

• Supporting the implementation of best practice processes, service reporting, and tools in order to consistently meet Service Level Targets

• Producing weekly and ad-hoc reports for all levels of management.

Key Deliverables

• Operational Efficiency delivering products or services in the most value-driven and cost-effective way possible
• Service Quality Ensuring the highest quality service with positive feedback and minimal escalations
• Performance Manage service components to ensure they meet business needs and performance targets.
• Preventative contributes to the implementation of remedies and preventative measures.
• Investigative problems in systems, processes, and services, with an understanding of the level of a problem (for example, strategic, tactical, or operational)
• Optimisation Identify process opportunities with guidance and contribute to the implementation of proposed solutions

Knowledge, Experience & Skills- Essential

• ITIL Foundation certification
•+ years of experience in IT Service Management/Service delivery

•Excellent written and verbal communication and negotiation skills, including the ability to relate effectively to users at all levels and careful attention to detail.
•Experience in implementing and running IT ticketing systems and ITSM dashboards for KPI’s and SLA’s.
• Understanding compliance standards in the Cyber Essentials, Data and Information Security, and PCI requirements. Innovative and creative in providing solutions.
• Flexible in meeting the demands of the role, as the role may involve some evening and occasional weekend work, as well as being on call for incident management.
•Excellent analysis and problem-solving skills

Desirable

• Knowledge of shipping/port agency domain.

• Experience in global organisation and services.
• IT partner/vendor management.
• Experience in running an IT helpdesk, hybrid, or remote service using a recognized framework, ITIL.
•Experience in Zoho Service desk.
• Accreditation or qualification in a computing discipline.
• Have demonstrable experience and aptitude in working in a matrix organisation where effective and robust negotiating and influencing skills are used successfully while maintaining good working relationships with members of that organisation.
• Sufficient technical background to understand the different architectures of the core systems and to understand the impact of new technologies; experience with enterprise-level applications will be an advantage.
Education and Professional Qualifications Essential Desirable
• Education to degree level or able to offer the equivalent in terms of professional training and experience.
• ITIL Foundation certified.

LI-MB