Problem Analyst - Hounslow, United Kingdom - IAG Tech

Description

Purpose of the role

• Identifies the reasons for the problems to find solutions or root cause, with strong coordination across the Cargo IT team and Managed Service Providers
• Deliver Cargo IT Problem Management to provide a valued and proactive service.
• Drive service improvements based on data and industry best practice.
• Provide understanding and knowledge of service value of 24x7 operations.

Accountabilities

Working in partnership with IAG Cargo IT and the business to:

• Support a robust and valued Problem Process, driven by data to provide accurate service performance.
• Use data driven analysis of the Problem Process with clear insights to deliver service tactical and strategic improvements.
• Maintain an awareness of IT industry best practice and trends, identifying opportunities for innovation and business change.
• Ensure that services and key processes meet SLA, and quality standards and conform to compliance requirements.
• Support a root cause and problem analysis culture across the IAG Cargo IT organisation and supply chain, to reduce incidents.
• Deliver value working within a SIAM model to improve IT performance and efficiency.
• Deliver on a number of projects, the breadth and complexity of which will vary depending on experience.

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

Key Stakeholders

External:

• Third-party strategic partners and key solution suppliers

Internal:

• IAG Cargo IT Senior Leadership Team
• IAG Tech Service Orchestration & Infrastructure teams
• IAG Cargo stakeholders

Qualifications

• Educated to degree level or equivalent experience

Desired qualification

• ITIL Foundation

Skills

• Good understanding of service value and 24x7 operations.
• Embracing and managing both business and IT change as necessary to help shape future direction
• Forming strong stakeholder relationships, with a proven ability of influencing and persuading internally and externally
• Effective senior stakeholder management, balancing and finding compromises between opposing views and opinions
• Business partnering, working as a valued partner with senior stakeholders across a diverse operation, delivering a value-added service to business customers.
• Demonstrates and applies a good understanding of third-party supplier management principles.
• Clear decision-making ability with the ability to judge situations and assess when to escalate issues
• Ability to work under pressure
• Fluent written and spoken English.

Experience

• Proven track record of delivering Problem Management and driving a proactive and successful problem regime and process, in a complex global organisation.
• Proven understanding of service value and 24x7 operations and experience of working with Managed Service Providers and with Outsourced IT models.
• Experience of operating across multiple countries and cultures is desirable, but not essential.