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Change, Incident and Problem manager

4 months ago

London, United Kingdom Trafigura Full time
Main Purpose:
To ensure the smooth running of Trafigura Group Infrastructure solutions through effective Change, Problem and Major Incident management.

Knowledge Skills and Abilities, Key Responsibilities:

Knowledge, Skills and Abilities

Essential
  • A strong understanding of Incident, Problem and Change management within an ITIL environment
  • 5+ years performing at least one of Problem, Change or Incident Management at a senior level
  • Experience working with outsourced teams
  • Experience of both reactive and proactive techniques for problem and incident management
  • A broad knowledge of IT infrastructure systems architecture and concepts
  • Experience of working in an Enterprise level organization
  • Ability to manage colleagues and customers that have different levels of technical and business knowledge
Desirable
  • Familiarity with Commodities trading and lifecycle
  • Experience working in a high pressure environment
  • Experience of working with colleagues, customers and vendors in multiple locations globally
  • Experience of process review and re-engineering
Key Responsibilities
  • Manage an outsourced Service Management team responsible for Problem, Change and Major Incident management.
  • Problem Management
    • Take a proactive approach to identifying and managing ongoing problems
    • Ensure that all problems are seen through to completion
  • Change management
    • Run the weekly Infrastructure change management meeting
    • Review all changes to ensure there are no conflicts and all necessary actions have been taken to minimize the risk of any changes
    • Ensure reviews are performed on failed or expedited changes.
  • Major Incident management
    • Co-ordinage bridge calls for P1/2 level incidents
    • Ensure that Service is restored in the shortest possible level
    • Ensure that all stake holders are kept informed of progress at appropriate intervals
    • Ensure that a full RCA is performed for business impacting incidents
    • Ensure that all remediation tasks are completed and lessons learned followed through
Competencies
  • Strong Written and Verbal communication
  • Ability to work well under pressure
  • A logical approach to problem solving
  • Willingess to recommend and try new working practices
  • Ability to cope with changing priorities
  • Ability to prioritise and manage several issues simultaneously
Key Relationships and Department Overview:

Key Relationships
  • Infrastructure management team
  • Infrastructure Engineers and operations
  • IT Operations teams
  • Application support and Development