Problem Analyst

2 weeks ago

Hounslow Greater London, United Kingdom Iaggbs Full time

Looking for a challenge in one of the world’s largest airfreight logistics organisation and a FTSE 100 company?

At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.

As the logistics and cargo brand of the International Airlines Group, you will work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling as we build and shape a new logistics company. We believe in a world that is always moving, with values that underpin our business. By always delivering, always improving, always listening and always working with integrity, we are creating an inclusive business that works for its customers and its colleagues around the globe.

Job Description

Purpose of the role

  • Identifies the reasons for the problems to find solutions or root cause, with strong coordination across the Cargo IT team and Managed Service Providers
  • Deliver Cargo IT Problem Management to provide a valued and proactive service.
  • Drive service improvements based on data and industry best practice.
  • Provide understanding and knowledge of service value of 24x7 operations.

Accountabilities

Working in partnership with IAG Cargo IT and the business to:

  • Support a robust and valued Problem Process, driven by data to provide accurate service performance.
  • Use data driven analysis of the Problem Process with clear insights to deliver service tactical and strategic improvements.
  • Maintain an awareness of IT industry best practice and trends, identifying opportunities for innovation and business change.
  • Ensure that services and key processes meet SLA, and quality standards and conform to compliance requirements.
  • Support a root cause and problem analysis culture across the IAG Cargo IT organisation and supply chain, to reduce incidents.
  • Deliver value working within a SIAM model to improve IT performance and efficiency.
  • Deliver on a number of projects, the breadth and complexity of which will vary depending on experience.

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

Key Stakeholders

External:

  • Third-party strategic partners and key solution suppliers

Internal:

  • IAG Cargo IT Senior Leadership Team
  • IAG Tech Service Orchestration & Infrastructure teams
  • IAG Cargo stakeholders
Qualifications

Qualifications

  • Educated to degree level or equivalent experience
  • ITIL Foundation

Skills

  • Good understanding of service value and 24x7 operations.
  • Embracing and managing both business and IT change as necessary to help shape future direction
  • Forming strong stakeholder relationships, with a proven ability of influencing and persuading internally and externally
  • Effective senior stakeholder management, balancing and finding compromises between opposing views and opinions
  • Business partnering, working as a valued partner with senior stakeholders across a diverse operation, delivering avalue-addedservice to business customers.
  • Demonstrates and applies a good understanding of third-party supplier management principles.
  • Clear decision-making ability with the ability to judge situations and assess when to escalate issues
  • Ability to work under pressure
  • Fluent written and spoken English.

Experience

  • Proven track record of delivering Problem Management and driving a proactive and successful problem regime and process, in a complex global organisation.
  • Proven understanding of service value and 24x7 operations and experience of working with Managed Service Providers and with Outsourced IT models.
  • Experience of operating across multiple countries and cultures is desirable, but not essential.
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