Job Description Incident & Problem Manager - GLA0009T

GB-Scotland-Glasgow

Job summary:

The Incident & Problem Manager is responsible for managing the life-cycle of all incidents and problems for the designated Portfolio. This includes both proactively identifying trends and potential problems to prevent incidents from occurring, and minimising the impact of incidents that cannot be prevented. The IP Manager is therefore responsible for a broad range of complex technical and professional work activities in a variety of contexts

Essential functions of the job:

• Act as point of escalation for Management, Portfolio and Relationship Management
• Build and strengthen relationships with regards to Incident and Problem resolution, building trust with customers and stakeholders
• Coordinate regularly scheduled Portfolio reviews of Incidents and Problems with the Customer Portfolio Lead and the Solutions Portfolio Lead
• Actively engage with Operations Teams and liaise with other IT Services functional groups
• Monitor major incidents to ensure processes are followed, acting as a Problem Coordinator for major problems, and as a Manager for escalated Incidents
• Review Incident and Problem Management reports, identifying action plans to improve performance indicators as necessary
• Ensure proper usage of Problem and Error Control systems
• Act as a gatekeeper, reviewing all newly created Problem Cases by Portfolio
• Review/discuss the assignment and classification of Problem cases
• Perform Quality Assurance on all completed Problem Investigations
• Coordinate/Chair Problem Management Review and Portfolio Review meetings; follow-up assigned actions with the associated owners
• Define reporting requirements to manage the Incident and Problem Management process
• Promote Incident and Problem Management globally
• Use resolutions to recommend Incident and Problem process improvements that will prevent similar incidents in the future
• This position typically does not require overtime, but overtime may be required occasionally as per country overtime policy

Analytical/Decision making responsibilities:

• Analytical and systematic approach to problem solving
• Ability to absorb rapidly new technical information and apply it effectively
• Excellent judgment, tact, and decision-making ability

Knowledge and skills requirements:

• Excellent management, interpersonal, communication, presentation, and organisational skills
• Strong written and verbal English communication skills
• Ability to work and team effectively with clients and other management personnel
• Excellent knowledge of IT Infrastructure
• Ability to coordinate complex IT/technical investigations
• Knowledge of Excel 2010 (including sorts, filters, VLOOKUP, CONCATENATE, and pivot tables), Word 2010, Microsoft Outlook 2010, MS Powerpoint 2010, Visio flowcharting and Lotus Notes v8.x
• Advanced  knowledge of Incident Management and Change & Problem Management
• Understanding of foundational IT technical issues and relationships, with a strong knowledge of IT Services departments and their responsibilities
• Experience working in a global, virtual environment
• Ability to work under pressure and adapt to a fast-paced, demanding environment where priorities shift frequently

Supervision responsibilities:

• Manage the training and development of staff members to maintain state-of-the-art knowledge in their areas of responsibility
• Directly and indirectly supervise staff members
• Responsible for the performance management of staff members

Experience requirements:

• Extensive related experience in an Operational role
• Experience in a Service Management role, including proven success in an Incident or Problem Management role

Education and certification requirements:

• Bachelor's degree in Computer Science or a related discipline, or equivalent work experience
• ITIL v2 or v3 Foundations training, or higher level of ITIL Certification would be beneficial

  

Who we are:

At EY our inclusive work environment means that everyone's opinion is valued. This enables us to provide better advice and ideas to our clients, which in turn helps you develop as an individual to achieve your potential and make a difference