Beschreibung
Task:Currently we are looking for a new member of our team of experts in order to accept an assignment as IT Incident Management Process Manager in Frankfurt including the following area of responsibility:
Process / development related tasks (approx. 20 % of the time, probably more at the beginning):
- Apply pre-defined ITIL-based processes, procedures and methods to support and maintain the Bank IT Service Management framework and functions, such as Incident management (with lower priority also Service Request Fulfilment and Problem Management etc.)
- Develop and enhance methodologies and practices for IT Incident Management in line with best practice and practical experience as part of a cycle of continuous improvement.
- Advise the relevant project managers as well as managers responsible for projects, programs, infrastructure and application portfolios, on how to meet the requirements set-out from an incident management viewpoint.
- Work with peer colleagues and users to collect requirements, analyse and evaluate proposals, conduct negotiations and implement specifications according to defined process workflows.
- Assist with process risk and maturity assessments.
Operational and administrative tasks (approx. 80 % of the time):
- Implement and coordinate the production of incident management status reporting, metrics and benchmarks for various stakeholders and purposes.
- Contribute to Service Management processes operations by performing defined tasks including but not limited to activities related to the Incident Management process and service continual improvement, and document and implement standards according to defined process workflows
- Ensuring that all IT Incident Management information, costs and risks are correctly identified through metrics and published status reports, while enforcing mitigation and remediation activity.
- Coordination of responses to audit requests with regards to incident management.
- Organise and monitoring for ensuring the quality of the incident management processes, such as review meetings, trainings, dedicated follow-up sessions.
- Support projects and activities in the preparation of deliverables for meeting the incident management requirements, such as symptoms, checklists, operational documentation.
Requirements (Must have):
- ITIL Foundation Certification.
- Proven working experience in implementing ITIL processes for (IT) Incident Management.
- Proven working experience in operating an IT Incident Management process, in particular in:
a) organising and monitoring the incident management process,
b) drafting and reviewing (major) incident reports,
c) developing training materials and organising trainings,
d) maintaining effective interfaces with other service management processes,
e) organising and implementing the quality assurance aspects.
- IT process reengineering experience.
- Experience in the development and improvement of KPIs and process indicators for Incident Management.
- A very good command of English with proven drafting ability.
The following five generic technical competencies are considered to be an asset:
- ITIL Practitioner Certification.
- Proficiency in process analysis, formulation and improvement.
- Strong communication skills with a proven ability to understand key concepts and communicate effectively with technical staff, key stakeholders and management.
- Very good analytical, data processing and problem solving skills.
- Solid foundation in IT applications, IT operations, service management and IT support.
- A good to very good end-user knowledge of Microsoft Office Suite products including in particular MS Excel and MS Access as well as MS Outlook.
Behavioural competencies:
- Works harmoniously with others to get a job done; responds positively to instructions and procedures; able to work well with staff, co-workers, peers and managers; shares critical information with everyone involved in a project; works effectively on projects that cross functional lines; helps to set a tone of cooperation within the work group and across groups; coordinates own work with others; seeks opinions; values working relationships; when appropriate facilitates discussion before decision-making process is complete.
- Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments.
- Establishes high standards and measures; is able to maintain high standards despite pressing deadlines; does work right the first time and inspects work for flaws; tests new methods thoroughly; considers excellence a fundamental priority.
- Remains open-minded and changes opinions on the basis of new information; performs a wide variety of tasks and changes focus quickly as demands change; manages transitions from task to task effectively; adapts to varying customer needs.
- Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers; uses a team approach when dealing with customers; follows up to evaluate customer satisfaction; measures customer satisfaction effectively; commits to exceeding customer expectations.
- Ability to communicate information and ideas and willing to take action to address needs without being requested to do so.
- Efficient in one’s use of time and works in a well-structured way.
- Ability to carry out several tasks simultaneously while maintaining high standards with all tasks.
- Proven ability to collaborate, build relationships and influence individuals at all levels in a hierarchical as well as matrix-management environment (including external vendors and service providers) to ensure that segregation and overlapping roles are identified, coordinated and consistently applied.
Beginn: Nach Vereinbarung
Dauer: Langfristig
Branche: Bank/Finanzen