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Senior Major Incident and Problem Manager
2 months ago
We are seeking a highly skilled and proactive Senior Major Incident and Problem Manager to join our IT Service Management team at Verisk. This hands-on role is crucial for managing major incidents, evolving our processes, and working closely with software teams to manage problems.
Key Responsibilities:- Major Incident Management: Lead the management of major incidents, ensuring timely resolution and effective communication with clients and stakeholders throughout the incident lifecycle.
- Problem Management: Collaborate with software teams to identify root causes of recurring issues, manage problems, and implement solutions to prevent future incidents.
- Process Evolution: Continuously evolve and improve Major Incident and Problem Management processes to enhance efficiency and effectiveness.
- Client Engagement: Act as the primary point of contact for clients during major incidents, providing updates and ensuring their concerns are addressed promptly.
- Service Improvement: Work with cross-functional teams to prioritize and implement improvements that enhance the overall service delivery to clients.
- Performance Metrics: Develop and monitor key performance indicators (KPIs) to measure the success of Major Incident and Problem Management processes and drive continuous improvement.
- Training and Development: Conduct training sessions and workshops to promote best practices in Major Incident and Problem Management and enhance the skills of the IT service management team.
- Compliance: Ensure compliance with industry standards and best practices, including ITIL, ISO/IEC 20000, and other relevant frameworks.
- Education: Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL certification (Expert level preferred).
- Experience: Minimum of 8-10 years of experience in a customer-facing IT service management position, with at least 3-5 years in a senior Major Incident and Problem Management role.
- Skills: Strong knowledge of ITIL frameworks and best practices in managing major incidents and problem management. Excellent leadership and team management, communication, and interpersonal skills. Ability to work effectively with cross-functional teams. Proficiency in IT service management tools and software.
- Proactive: Takes initiative and drives continuous improvement.
- Analytical: Strong analytical skills with attention to detail.
- Collaborative: Works well with others and fosters a team-oriented environment.
- Adaptable: Able to adapt to changing business needs and priorities.
- Client-Focused: Dedicated to improving service delivery and client satisfaction.
- Empathetic: Able to communicate effectively and empathetically with both customers (technical and non-technical) and internal stakeholders.
- Organisational: Strong organisational, time management, and prioritisation skills with a proven track record.
Desirable Experience:
- Experience in the insurance industry.
- Experience with Zendesk.
- Experience with AWS.
- Experience with Azure DevOps.
- Basic knowledge of SQL and relational databases.
- Experience with Microsoft SharePoint or other knowledge management tools.
