Change, Incident and Problem manager
4 weeks ago
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
- 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
- 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
- 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
- Infrastructure management team
- Infrastructure Engineers and operations
- IT Operations teams
- Application support and Development
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