Major Incident & Problem Manager

09 Sep 2017
21 Sep 2017
Contract Type
Full Time
This role will be required to support the Secure (and Corporate) contracts for Major Incident and Problem Management. We are looking for a highly motivated self-starter that can manage and coordinate Major Incident, Problem and Technical Change across all Secure & UK only contracts. This is a highly visible position that requires frequent contact with Senior Leadership and the ability to operate and communicate in a fast-paced environment. Major Incident Will work with Offshore & Onshore resolver groups to drive service restoration by providing a link between the Customer, Support and Operations. Must establish relationships quickly and drive escalations during high pressure scenarios. There will be an element of process creation within the role and making recommendations to the improvement of the Major Incident Management process. Key Accountabilities • Adaptability, flexibility and the ability to deal with ambiguity associated with working in a fast paced environment • Ability to manage, prioritize and successfully execute multiple tasks and activities • Ability to balance competing demands for resources and adapt to changing priorities • Demonstrate cross-group collaboration, negotiation, and organization skills • Ability to get great results under tight deadlines • Influencing others without having direct authority • Demonstrate strong commitment and drive for results • The ability to work independently and under pressure • Acting as the final escalation point for customer • Reviewing service failures to highlight and drive process improvement opportunities • Coaching teams on how to apply industry best practices during Major Incidents • Collaboration across organizational units and regions • Building strong relationships with customers over short periods • Management of other vendors and partners that may need to be engaged • To present Wipro in a professional way during Crisis events Problem Management Responsible for the ownership and day-to-day management of the Problem Management process. They will need to assume end-to-end ownership of Problems from identification through to resolution ensuring the process and its execution remains in line with Wipro Service Management methodology and industry best practice frameworks like ITIL. Key Accountabilities • Ownership of Problems through lifecycle from identification through to resolution • Providing feedback to internal Wipro teams discovered during problem analysis that impact effective customer service delivery and customer satisfaction • Reporting and analysis on Proactive & Reactive Problem Management Job Requirement • ITIL Foundation qualification, ideally ITIL Service Desk & Incident Management Practitioner qualification • Good overall understanding of the various components of infrastructure • Previous experience with Major Incident Management • Excellent working knowledge of service management processes (Incident, Problem and Change Management) • Experience working in a large corporate environment with experience of outsourced services • Exceptional communicator, a sound influencer with the ability to communicate at all organisational levels • Good customer service skills, and able to proactively manage customer expectations. • Strong time management and efficiency skills, organised and delivery focused, good planning skills, and process driven. • Strong report writing skills • A team player but with the ability to work on own incentive and under pressure • Able to negotiate in difficult situations to reach a successful conclusion. • Ability to manage and resolve conflict and able to work effectively at all levels of the organisation. • Knowledge and experience of corporate service management tool-sets in order to assess/ determine business impact of incidents • Excellent knowledge and use of MS Office Suite (especially Word and Excel) • Driven and highly impactful