Title:
Incident & Problem Manager – New Zealand

Job ID:

Job Number:

Job Description:

We are guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.

As a SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. We combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

What you’ll be doing:

· Reporting to Service Delivery Manager in support of the Incident & Problem processes and procedures

· Closely collaborate with the Service Delivery Manager, Application Support Manager and regional Incident Managers to increase service stability by identifying all improvement opportunities in the operational area.

· Identify workarounds left without permanent fixes for long periods of time and repeating failures in a processes or systems. Highlight and address through the problem process with the respective teams

· Police the creation and completion of CAPA reports for Critical and Major incidents affecting Infrastructure, Middleware or Applications.

· Ensures Incident Management process is followed as documented and provide regular feedback on delivery performance of Incident Management services back to Service Delivery Manager.

· Act as a single point of contact (SPOC) for all Incident Management escalations in New Zealand.

· Responsible for escalation management communications in Major/Critical Incidents, emergencies, other urgent situations and manifestations with respect to customer impacting incidents.

· Responsible for ensuring Incident management activities are dealt with in a controlled and balanced manner in accordance with agreed guidelines and with an emphasis on restoring impacted customer services as quickly as possible.

· Responsible for ensuring major incident reporting is completed and submitted to management according to internal KPIs and OLAs.

· Support the internal root cause analysis meetings by providing data as required by the Service Delivery Manager.

· Own the end to end incident lifecycle, managing relationships between technical teams and other stockholders, including our customers focusing on incident resolution in SLA.

· Create weekly/monthly reports for customers and internal stakeholders to track the achievement of incident management KPIs and OLAs.

· Conduct weekly reporting meetings with stakeholders (including our customers) to present KPIs and OLAs achievements.

· Identify new process improvements to support the organisational changes, provide solutions and drive the implementation along with the Incident Management Process Owner.

· Update official process descriptions, create process related documents and provide process training to all involved parties (operational teams, vendors, other stakeholders).

· Analyse the outputs of our process against the SOX/ISO quality criteria and apply improvement measures to meet the SOX and QM requirements to pass the yearly audits.

· Act as a single point of escalations by solving all internal/external complaints regarding incident & Problem management related operational deliverables.

· Conduct incident management governance meetings with all stakeholders to identify areas of improvements and increase customer satisfaction.

Responsibilities:

· Single point of contact for one or more incidents

· Review the incident records and drive required improvements to mitigate the risk of reoccurrence

· Proactive identifying problems, analyses and recommend Service Improvement Plans with the possible solutions obtained from technical teams for department or business unit

· Perform incident trend analysis and provide input for potential Problem sources

· Prevents the replication of Problems across multiple systems

· Reviews the efficiency and effectiveness of the incident control process

· Monitors the effectiveness of the incident management process and makes recommendations for improvements

· Maintains inventory of incidents under analysis and their current progress and status

· Follows up issues and progress with technicians/engineers where necessary

· Escalate cases to vendors where appropriate

· Produces Incident Management reports and management information

· Coordinates Major Incidents (WAR rooms) and meetings when required in line with agreed processes

What we’re looking for…

You’ll need to have:

  • Bachelor’s Degree in Information Technology or related field. Masters (MBA, MSc) preferred
  • Min 5 years working experience in a complex operational setup.
  • 2+ years’ experience as an Incident Manager.
  • 2+ years’ working experience as a Problem Manager
  • Technical Experience in networking, systems or software engineering roles.
  • Experienced with ITSM/ITIL frameworks.
  • Excellent written and oral communication skills.
  • Ability to stay focused in a fast-paced, high-energy, challenging environment where there are multiple competing priorities daily.
  • Ability to work independently and as part of a team.
  • Experience leading people or teams.
  • Familiarity with the MS Office suite of products
  • Experience creating presentations for Senior Management consumption
  • Ability to travel both domestically and internationally as needed.
  • Excellent analytical skills with an Intermediate Excel level.
  • Excellent presentation skills.

Mandatory requirements:

  • Bachelor’s Degree in Information Technology or related field. Masters (MBA, MSc) preferred
  • Min 5 years working experience in a complex operational setup.
  • 2+ years’ experience as an Incident Manager.
  • 2+ years’ working experience as a Problem Manager
  • Technical Experience in networking, systems or software engineering roles.
  • Excellent written and oral communication skills.

· ITIL Foundation v3 certified (minimum)

· Intermediate Excel understanding.

  • Excellent presentation skills.

Even better if you have:

· Experience in working in a Software Development company.

· Agile, Kanban, Lean knowledge or certification.

· Hand on technical experience in supporting or maintaining IoT platforms.
AWS/ CISCO / Microsoft Server Certifications.