Regional Incident & Problem Manager recruitment
The successful incumbent will be accountable for the regional operation of a global major incident management and problem management service that is fit-for-purpose for the firm’s high-pressure trading environment. This will include adherence to ITIL-aligned processes, transparency of reporting to business and IT Strategic Performance Units heads and other key stakeholders, clear communication channels, and a focus on Six Sigma based continuous process improvement in all delivery areas.
Key accountabilities:
- Responsible for day-to-day Major Incident Management service delivery in region (SLAs, metrics, performance)
- Accountable for day-to-day Problem Management service delivery in region both reactively and proactively - investigate and agree the true root cause of service disruptions following Major Incidents, and deliver recommendations to remediate, mitigate, transfer or accept the risks of the disruption recurring, as well as analyse Incident data and other inputs to identify trends that will provide targeted opportunities to improve the IT environment
- Handle performance reporting in region
- Accountable for Continuous Improvement delivery in region
- Managing major incidents to ensure that all activities are carried out in accordance with the defined processes, central standards and to meet service level targets.
- Communicating effectively with key business users and IT managers regarding incident progress
- Ensuring that regular reports are produced showing relevant incident management statistics and made available to senior management and the business where appropriate
- Liaising with the IT managers and business stakeholders to solicit requirements for improvements to the services provided.
Requirements:
- Proven ability in the management of IT support services in a high availability global environment (i.e. follow-the-sun support)
- Previous experience in both IT Major Incident Management Problem Management - has delivered a similar service in a comparable global environment
- A high level of communication and relationship management skills is essential
- Previous team management/leadership
- Demonstrate experience in process improvement delivery and methodology
- Experience in defining, owning and monitoring service delivery metrics and SLAs for different audiences/customers
- Customer Service behaviours, problem solving skills
- ITIL Manager / Practitioner qualification (ITIL Service Manager Qualification (Red Badge) or ITIL v3 Expert Certification)
- Must be willing to work on an on-call rota.
Desirable criteria qualifications
- Experience in delivery of IT Services within a trading floor environment desired
- Demonstration of a good working knowledge of the organisation’s policy framework, technical environment, management structure and procedures for service delivery would be advantageous
- Previous experience of team performance management is desirable
- Previous experience of leading through change is desirable
- Understanding of process improvement methodology (Six Sigma) advantageous
If you are interested in this opportunity, please email your updated resume to nico@aeon-search.com quoting the job title. Your interest will be treated in the strictest of confidence.
We regret that only shortlisted candidates will be notified.