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Lead Incident & Problem Manager. Job in Greater London House, Mornington Crescent, London, United Kingdom in Asos.com. Nelest.com
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Lead Incident & Problem Manager

col-narrow-left   

Job ID:

22919

Location:

Greater London House, Mornington Crescent, London 

Job function:

General Management
col-narrow-right   

Posted:

03.10.2016

Employment Type:

Full time

Industry:

Retail, Tech / Software
col-wide   

Title:

Lead Incident & Problem Manager

Job Description:

The Incident and problem management team is an integral part of the ASOS Technology service function. The team consists of a small number of incident and problem managers who are responsible for the effective day to day management and coordination of incidents and problems across ASOS.

This role will lead and manage the team and take end to end accountability for our incident and problem management processes, ensuring both processes meet the needs of ASOS and they are operated and performed according to agreed and documented standards.

The Role:

Responsibilities include but are not limited to:

  • Overall leadership and management of the Incident and Problem Management team, including recruitment, management and ongoing development of a team of incident and problem managers.
  • End to end ownership and control of the incident and problem management processes, including process design, implementation, operation and continual improvement according to industry best practice.
  • Champion and promote the incident and problem management processes, ensuring a consistent, professional and disciplined approach to both processes.
  • Manage the incident and problem management team and on call rotas, ensuring adequate staffing and skills levels are maintained at all times in accordance with business requirements.
  • Develop and deliver appropriate training and engagement plans to ensure all process managers and practitioners demonstrate the required level of competency and behaviours and understand their responsibilities in relation to each process.
  • Establish an appropriate set of process management activities, including daily stand-ups, SLA breach interventions, major incident reviews/reports, weekly ticket reviews, trending analysis and quality control.
  • Manage and continuously develop the incident and problem management activity schedule, identifying and overseeing all recurring process management activities and ensuring they are performed to agreed standards.
  • Own the development of ITSM tools in the areas of incident and problem management, ensuring all tools enable and enhance processes and contribute to user satisfaction.
  • Monitor and report on incident and problem management process performance including defining and measuring a set of business focused KPIs for each process.
  • Drive the efficiency and effectiveness of the incident and problem management processes, identifying improvement opportunities and creating and owning process improvement plans.
  • Working with other process owners and managers to ensure there is a coordinated approach to the design and implementation of incident and problem management with other service management.
  • Act as Duty Major Incident Manager as required, ensuring an effective and rapid response to Major Incidents.

Job Requirements:

Experience

  • Significant experience of leading and managing a team of incident and problem managers in a dynamic, fast paced environment, including ongoing staff development and support.
  • Prior experience of designing, implementing, managing and improving incident and problem management processes in a complex, mission critical environment.
  • Proven experience of delivering and supporting IT services using ITIL best practice.
  • Strong exposure to ServiceNow or similar ITSM tools with a clear understanding of how tools should be used to support incident and problem management process activities.
  • Must hold ITIL V3 foundation certificate and ideally hold a number of ITIL V3 intermediate certificates including Service Operation.
  • Skills

  • Strong leadership and management skills with a proven ability to build a cohesive, well-balanced service focused team with a strong commitment to continuous service improvement.
  • Strong interpersonal skills, with the ability to communicate effectively and clearly with both IT and business stakeholders.
  • A diverse technical background with an ability to understand and communicate the impact of incidents and problems in business terms.
  • Excellent influencing and persuasion skills with an inherent ability to demonstrate and sell the benefits of effective incident and problem management and obtain buy in and support from all stakeholders.
  • Good understanding of SLAs and OLAs and their application within incident and problem management.
  • Excellent analytical skills with a commitment to quality standard and a keen eye for detail.
  • We really love hearing from you but before applying please ask yourself the following


    Company Info
    Asos.com

    London, United Kingdom

    Phone:
    Web Site: www.asos.com

    Company Profile

    Company Info


    Asos.com
    London, United Kingdom
    Phone:
    Web Site: www.asos.com

    Lead Incident & Problem Manager

    col-narrow-left   

    Job ID:

    22919

    Location:

    Greater London House, Mornington Crescent, London 

    Job function:

    General Management
    col-narrow-right   

    Posted:

    03.10.2016

    Employment Type:

    Full time

    Industry:

    Retail, Tech / Software
    col-wide   

    Title:

    Lead Incident & Problem Manager

    Job Description:

    The Incident and problem management team is an integral part of the ASOS Technology service function. The team consists of a small number of incident and problem managers who are responsible for the effective day to day management and coordination of incidents and problems across ASOS.

    This role will lead and manage the team and take end to end accountability for our incident and problem management processes, ensuring both processes meet the needs of ASOS and they are operated and performed according to agreed and documented standards.

    The Role:

    Responsibilities include but are not limited to:

    • Overall leadership and management of the Incident and Problem Management team, including recruitment, management and ongoing development of a team of incident and problem managers.
    • End to end ownership and control of the incident and problem management processes, including process design, implementation, operation and continual improvement according to industry best practice.
    • Champion and promote the incident and problem management processes, ensuring a consistent, professional and disciplined approach to both processes.
    • Manage the incident and problem management team and on call rotas, ensuring adequate staffing and skills levels are maintained at all times in accordance with business requirements.
    • Develop and deliver appropriate training and engagement plans to ensure all process managers and practitioners demonstrate the required level of competency and behaviours and understand their responsibilities in relation to each process.
    • Establish an appropriate set of process management activities, including daily stand-ups, SLA breach interventions, major incident reviews/reports, weekly ticket reviews, trending analysis and quality control.
    • Manage and continuously develop the incident and problem management activity schedule, identifying and overseeing all recurring process management activities and ensuring they are performed to agreed standards.
    • Own the development of ITSM tools in the areas of incident and problem management, ensuring all tools enable and enhance processes and contribute to user satisfaction.
    • Monitor and report on incident and problem management process performance including defining and measuring a set of business focused KPIs for each process.
    • Drive the efficiency and effectiveness of the incident and problem management processes, identifying improvement opportunities and creating and owning process improvement plans.
    • Working with other process owners and managers to ensure there is a coordinated approach to the design and implementation of incident and problem management with other service management.
    • Act as Duty Major Incident Manager as required, ensuring an effective and rapid response to Major Incidents.

    Job Requirements:

    Experience

  • Significant experience of leading and managing a team of incident and problem managers in a dynamic, fast paced environment, including ongoing staff development and support.
  • Prior experience of designing, implementing, managing and improving incident and problem management processes in a complex, mission critical environment.
  • Proven experience of delivering and supporting IT services using ITIL best practice.
  • Strong exposure to ServiceNow or similar ITSM tools with a clear understanding of how tools should be used to support incident and problem management process activities.
  • Must hold ITIL V3 foundation certificate and ideally hold a number of ITIL V3 intermediate certificates including Service Operation.
  • Skills

  • Strong leadership and management skills with a proven ability to build a cohesive, well-balanced service focused team with a strong commitment to continuous service improvement.
  • Strong interpersonal skills, with the ability to communicate effectively and clearly with both IT and business stakeholders.
  • A diverse technical background with an ability to understand and communicate the impact of incidents and problems in business terms.
  • Excellent influencing and persuasion skills with an inherent ability to demonstrate and sell the benefits of effective incident and problem management and obtain buy in and support from all stakeholders.
  • Good understanding of SLAs and OLAs and their application within incident and problem management.
  • Excellent analytical skills with a commitment to quality standard and a keen eye for detail.
  • We really love hearing from you but before applying please ask yourself the following

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