Service Integration Process Owner: Incident - Maidenhead, United Kingdom - Seqirus

Seqirus

Verified Company

Maidenhead, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Incident Management Process Owner will be accountable for defining the process, and data standards and will proactively monitor and hold Service Owner accountable for adherence to the process and data quality.

The Incident Management Process Owner will define and monitor Incident and RCA metrics at an aggregate level and will identify and address deviations with individual Tower Leads and Service Owners in a proactive manner to ensure that the I&T organization provides exceptional service to the business constituents served.

The Incident & Problem Management Process Owner will drive optimization, efficiency and effectiveness in the Incident and Problem processes, working with SMG (Service management group) run leads to steer delivery towards these goals and promote pro-active Problem Management, with the use of trending and analytics.

Main Responsibilities and Accountabilities

:

The Incident & Problem Manager is responsible for owning incident and problem process, working collaboratively across multiple departments to identify root cause; identify, record and resolve problems; and avoid incidents
Own the process and supporting documentation for the process from a strategic and tactical perspective
Documents, develops, and oversees Incident and Problem Management processes including Incident Management Process (Incident, MIM, RCA & Problem Management), Incident Management Data Model
Define and Maintain Incident Management Policies
Proactively monitor Incident Management Process adherence, policy adherence and data quality and address deviations with individual Tower Leads and Service Owners
Define and monitor Incident management metrics and address deviations with individual Tower Leads and Service Owners
Monitor and scan the external environment to identify trends and best in class metrics and implement within CSL as appropriate
Monitor Incident management process efficiency and efficacy and implent changes to continuously improve
Create, communicate and maintain an Incident Response playbook
Drive proactive Problem Management through analytics and trend opportunities
Take ownership of and participate in weekly / monthly performance reviews

Experience

:

8+ years experience in a similar role within Service Management

Experience with Incident and Problem Management Experience within ITSM tooling, preferably ServiceNow

Process orientated
Analytical and data driven
Continuous Improvement mindset
Consultative Mindset
Ability to work effectively as an influencer

Our Benefits

:

CSL Seqirus is committed to attracting and retaining world-class employees who are valued for their contributions to achieving business objectives.

Learn more about some of the benefits you can participate in when you join CSL Seqirus.

About CSL Seqirus

:

CSL Seqirus is part of CSL Limited (

ASX:
CSL).
As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness.
Learn more about CSL Seqirus
.

:

We want Seqirus to reflect the world around us

:

As a global organisation with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL Seqirus.

Do work that matters at CSL Seqirus

:

**Watch our 'On the Front Line' video to learn more about CSL Seqirus