Senior IT Process Manager

Midland Credit Management, an Encore Capital Group Company

16h

About The Position

This person will be responsible for handling Major Incident (Outages), Problem and Change Management processes to ensure effective end to end delivery of IT services. To be successful in this position, you will need to able to demonstrate strong analytical, communication (written and verbal) and process improvement skills. Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required. PRINCIPAL RESPONSIBILITIES: Incident Management Ensure ITIL Service Operation services are managed, operated and supported in accordance with the ITIL service model. This role is responsible for overall coordination of the incident management process, whenever there are major incidents, the responsibilities for this role are typical: • Responsible for driving, managing and coordinating the response to all major incidents including escalation, follow through, dissemination of workarounds or resolution advice and closure. • Responsible for timely, clear, accurate and punctual communications to stakeholders and customers. • Driving the efficiency and effectiveness of the incident management process. • Ensuring that all IT teams follow the incident management process for every incident. • Responsible for chairing and driving major incident management bridges to reduce MTTR (Mean Time to Repair). • Maintain and uphold Incident Management policies and procedures in accordance with ITIL processes • Acting as process owner of incident management and liaison with other service management processes. •Gathers, consolidates and refines data to publish executive, operational, and management level reporting and analysis. •Drive improvements to ensure that lessons are learned from incidents and that any work required to prevent a future reoccurrence.- 34% Change Management During service transition, this key role exists to coordinate the review and approval of planned changes to the IT infrastructure and services, the responsibilities for this role are typically: • Ensuring that all production changes are processed according to Change Management policies and procedures. Ensuring Change Requests are fully completed and validated • Responsible for the effective implementation of the process "Change Management" and carries out the respective reporting procedure. • Planning and managing support for change management tools and processes • Maintaining the change schedule and projected service outage • Coordinating interfaces between change management and other processes • Reviewing specific categories of RFC • Planning, scheduling, managing and chairing CAB meetings • Formally authorizing changes at agreed points in the change lifecycle • Participating in the change review before changes are closed. • Participating in the internal and external change management audits- 33% Problem Management Once incidents are solved, the ball is passed to the problem manager to coordinate investigation into the root cause, identifying workarounds and following up for permanent resolution, the responsibilities for this role are typically: • Managing life cycle of Problem management. • Responsible to supervise the progress of all Problem Records to ensure they are actively moving through the Problem Management Process • Facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports • Developing and ensuring problem management policy and procedures are fit for purpose, updated and are correctly implemented. • Analyzing problems for correct prioritization and classification • Able to pose questioning techniques to obtain clear, concise answers to complex issues (by breaking down logic and questioning, probing to get details as needed) • Ensures, analysis and RCAs are completed within defined performance metrics (SLA, KPIs etc.). • Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents • Updating the KEDB with new or updated known errors and workarounds - 33%

Requirements

2-5 Years of experience
ITIL V3 or V4
Should have extensive knowledge on ITSM
Good knowledge of Microsoft Office Tools
Good communication skills
Good knowledge of all the ITSM processes at Organization level & Stakeholder management skills.
Awareness of the role IT plays in enabling the business objectives to be met & Customer service skills.
The competence, knowledge and information necessary to complete their role
The ability to use, understand and interpret the best practice, policies and procedures to ensure adherence

Nice To Haves

ITIL Intermediate
Excellent interpersonal skills
Ability to deal with support groups and external vendors
SIAM, COBIT, Agile would be a plus.
Analytical, extremely organized, Energetic, Hardworking, Team player, Multi-tasking.
Good Reasoning and Process defining abilities.

Responsibilities

Incident Management Ensure ITIL Service Operation services are managed, operated and supported in accordance with the ITIL service model.
Responsible for driving, managing and coordinating the response to all major incidents including escalation, follow through, dissemination of workarounds or resolution advice and closure.
Responsible for timely, clear, accurate and punctual communications to stakeholders and customers.
Driving the efficiency and effectiveness of the incident management process.
Ensuring that all IT teams follow the incident management process for every incident.
Responsible for chairing and driving major incident management bridges to reduce MTTR (Mean Time to Repair).
Maintain and uphold Incident Management policies and procedures in accordance with ITIL processes
Acting as process owner of incident management and liaison with other service management processes.
Gathers, consolidates and refines data to publish executive, operational, and management level reporting and analysis.
Drive improvements to ensure that lessons are learned from incidents and that any work required to prevent a future reoccurrence.
Ensuring that all production changes are processed according to Change Management policies and procedures.
Ensuring Change Requests are fully completed and validated
Responsible for the effective implementation of the process "Change Management" and carries out the respective reporting procedure.
Planning and managing support for change management tools and processes
Maintaining the change schedule and projected service outage
Coordinating interfaces between change management and other processes
Reviewing specific categories of RFC
Planning, scheduling, managing and chairing CAB meetings
Formally authorizing changes at agreed points in the change lifecycle
Participating in the change review before changes are closed.
Participating in the internal and external change management audits
Managing life cycle of Problem management.
Responsible to supervise the progress of all Problem Records to ensure they are actively moving through the Problem Management Process
Facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports
Developing and ensuring problem management policy and procedures are fit for purpose, updated and are correctly implemented.
Analyzing problems for correct prioritization and classification
Able to pose questioning techniques to obtain clear, concise answers to complex issues (by breaking down logic and questioning, probing to get details as needed)
Ensures, analysis and RCAs are completed within defined performance metrics (SLA, KPIs etc.).
Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents
Updating the KEDB with new or updated known errors and workarounds

Benefits

We understand the important balance between work and life, fun and professionalism, and corporation verse community.
We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.
Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU.
We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.
All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.

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