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Incident and Problem Manager


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Job ID: 103527 Entity: European Investment Bank Deadline:  Sunday 6th November 2016
 

 

 

EIB Posting

The EIB, the European Union's bank, is seeking to recruit for its Corporate Services (CS) - Information Technology (IT) – Transversal Services Department (TSD) - Infrastructure and Operations Division (IO) – Operational Processes Unit (OP), at its headquarters in Luxembourg, a:

 

Incident and Problem Manager

This is a full time position at grade 5/6

The term of this contract will be 4 years

 

The EIB offers fixed-term contracts of up to a maximum of 6 years, according to business needs, with a possibility to convert to a permanent contract, subject to organisational requirements and individual performance.

 

Purpose

Within the IT Transversal Services Department and the Infrastructure and Operations Division, the role of the Operational Processes Unit is to manage end-to-end transversal IT processes based on the ITIL framework, namely Incident, Problem, Configuration, Change and Identity & Access Management. In addition, the Unit is responsible for process modelling and monitoring of other processes managed within the Division.

The Incident and Problem Manager will act as a Process Manager for Incident Management to respond to major IT Incidents and drive efforts to restore services as quickly as possible.  S/he will also act as a Process Manager for Problem Management identifying trends and potential problem sources, and driving efforts to prevent the replication of problems across multiple teams, disciplines and systems.

Operating Network

The Incident and Problem Manager will work under the direct supervision of the Head of the Operational Processes Unit, and will collaborate closely with other members of the IT Department in relation to delivery and management of outsourced services within IT.

Internally, s/he will interact with all Units and Divisions within IT. Externally, s/he will maintain regular contacts with external service providers and vendors and work on a day-to-day basis with the Process Managers of the Service Providers for the corresponding domains.

Accountabilities

The Incident and Problem Manager will be responsible for:

  • Proposing and developing policies for IT services in the area of Problem and Incident Management; this includes:
    • Proactively submitting proposals for the evolution and continuous improvement of the processes and services provided by external suppliers following best practices for outsourcing and managed services.
    • Proactively suggesting additions or amendments to the IT Strategy in the light of projects carried out or needs identified from contacts with internal customers, namely other IT Divisions and Units.
    • Developing solutions and processes for the IT Service Management areas and coordinating and/or directing their implementation to ensure high user satisfaction.
  • Implementing, refining and enforcing the Incident and Problem Management policy and process; this includes:
  • Organising and coordinating review and reporting meetings for Incident and Problem Management as well as crisis meetings in case of major incidents.
  • Independently managing and streamlining processes linked to Service Management in own domain.
  • Coordinating strategic projects with the different teams and establishing a consolidated work plan to ensure alignment with business needs.
  • Consulting, coordinating and advising other ITSM functional process areas to ensure best practice integration.
  • Promoting change management through the coordination of projects and leading their implementation.
  • Acting as the primary contact for incident and problem management with multiple internal customers and external providers.
  • Monitoring, following-up, reporting, analysing and escalating on delivery of Services Integration processes within his/her area of responsibility against SOWs and SLAs focusing on managing and resolving discrepancies.
  • Conducting oversight of special projects in the context of managed services under own responsibility delivered by external service providers.
  • Having end-to-end responsibility for executing key processes within his/her area of responsibility in IT Service Management (ITSM); this includes:
  • Actively promoting team work and collaboration for the teams assigned to projects under his/her responsibility or during major incidents.
  • Providing advice and recommendations in own domain in order to find appropriate solutions and actions to contribute to the objectives of the Unit and the Division.

Qualifications

  • University degree in Computer Science, Information Systems or similar relevant fields.
  • ITIL Certification in Service Management is required.
  • ITIL Practitioner: Operational Support & Analysis certification or ITIL Manager: Service Operation certification would be a distinct advantage.
  • Project Management Certification, either Prince 2 or PMP/PMI would be a distinct advantage.
  • Minimum 5 years of relevant experience in Incident/Problem Reporting and Management, including proven track record of success of:
    • at least 3 years of experience in working with or leading technical teams in the context of IT Service Management.
    • at least 3 years of leadership in IT control centre(s), leading multiple-discipline teams in resolving critical large-scale infrastructure outages.
  • Demonstrated Incident Management experience in a large-scale, multi-platform environment, supporting 24x7 operations.
  • Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution.
  • Experience in working with multicultural and international teams, preferably working successfully with external service providers in a multisource environment.
  • Experience in managing multicultural project teams.

Key technical/professional knowledge and skills

  • Being familiar with IT infrastructure and BMC Remedy would be an advantage.
  • Good knowledge of how the Bank operates and is organised would be an advantage.
  • Ability to drive process improvement to continuously improve service and reduce costs.
  • Ability to relate IT service delivery goals to business goals.
  • Ability to adapt rapidly and respond to changes in environment and priorities.
  • Ability to elicit cooperation from management and staff in other Divisions/Units.
  • Strong crisis management skills – ability to direct work and remain calm in stressful situations.
  • Fluent in English and/or French and a solid understanding of the other(*).

Competencies

  • Strong analytical and problem-solving skills.
  • Ability to innovate, to adapt to rapidly evolving needs and to manage and implement change.
  • Ability to work under pressure.
  • Sound judgement and ability to make critical decisions within time constraints.
  • Strong customer service and solution focus.
  • Sensitivity and urgency in dealing with technical outages.
  • Excellent organisational skills with the ability to manage multiple priorities simultaneously.
  • Excellent interpersonal skills; effective work with all levels of management and ability to influence others and move towards a common vision or goal.
  • Excellent written and verbal communications skills with the ability to articulate messages clearly to a variety of audiences.

(*) There may be certain flexibility on this requirement, but limited to particularly suitable candidates who may not yet be proficient in one of the two languages. If selected, such candidates will be hired on the condition that they build up rapidly knowledge of the relevant language and accept that their future career in the EIB may be subject to the attainment of sufficient proficiency in both of the Bank’s working languages

Deadline for applications: 6th of November 2016

We believe that Diversity is good for our people and our business. We promote and value diversity and inclusion among our staff and candidates; irrespective of their gender, age, nationality, race, culture, education and experience, religious beliefs, sexual orientation or disability

 

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