Major Incident and Problem Management

Main purpose: As the Major Incident & Problem Manager you are responsible for both hands-on Major Incident Management, and at all other times the Problem Management of prior major incidents. You will be responsible for managing the Major Incident process, reporting & governance as well as the co-ordination and facilitation of high priority incident resolution by engaging a variety of support teams & vendors. You will also be responsible for managing the lifecycle of all Problems, with the aim of preventing Incidents from happening. Success in this role will be demonstrated by ensuring Major Incidents with potential or actual impact to the SLA businesses are dealt with effectively and with minimum disruption to live service. To manage record and manage problems through to resolution by performing root cause analysis, coordinating 3rd party analysis, and communicating with stakeholders to ensure workaround and solution suitability. The role does require 24/7 including weekend support as part of a rotating shift-based coverage.Key relationships with: The Major Incident & Problem Manager will be expected to work closely with all resolver groups including any customer and Aptiv 3rd parties. You will provide effective and coordinated updates throughout Major Incident and Problem lifecycles to all relevant stakeholders including Aptiv Senior Management, Service Delivery Managers and customer contacts of all seniorities. Key accountabilities: - Service ExcellenceMaintain a high degree of customer service for all aspects of the role ensuring that relevant stakeholders are well informed and are highly satisfied.Build excellent relationships with both customers and internal Aptiv stakeholders. Be a collaborative partner with other internal departments to deliver the best possible customer experience.Take ownership of Major Incident & Problems facilitating the progress and resolution with stakeholders and functional units.Drive continual improvement to Aptiv's systems and processes by identifying improvement opportunities, own and implement, improving our overall service offering.Management of Major Incidents and Problems to successful conclusion whilst delivering an excellent customer experience. Major Incident Management Accountable for the successful and timely restoration of all Major incidents that are assigned to them, whilst keeping the business and customers updated.Be accountable for Major Incident satisfaction according to contractual customer SLAs and internal KPIs, implementing corrective actions as required.Establish and maintain timely communications with all Major Incident stakeholders to ensure they are kept informed of Major Incident service improvement status.Hosting conference calls (Technical and Business) and facilitate effective incident management throughout the incident lifecycle, in-line with agreed service definitions.Monitor ITSM toolset queues, ensuring sufficient and appropriate focus given to Major Incidents, chased up / escalated calls.Manage people's expectations and update people on progress or slippages.Co-ordinate / facilitate escalations of Major Incidents to resolver teamsUse call logging tool (or other agreed mechanisms) to maintain accurate records of Major Incidents.Assist, provide cover and deputise for Technical Support Manager as and when required.Run major incident 'blameless post mortem' sessions after service restoration to ensure avoidance of repeat incidents. Problem ManagementResponsible for minimising and mitigating business-impacting incidents through controlled problem identification and responsive / proactive service improvement plans.Be accountable for Problem satisfaction according to contractual customer SLAs and KPIs, implementing corrective actions as required.Establish and maintain timely communications with all Problem stakeholders to ensure they are kept informed of Problem service improvement status.Identifying the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaroundEnsuring that - after a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated.Undertaking a review the resolution of a Problem to prevent recurrence and learn any lessons for the future. Furthermore, it is to be verified whether the Problems marked as closed have been eliminated. and governanceReview and update the documentation for the current Major Incident and Problem Management processes to be in line contractually and ITIL best practice.Provide regular reports on all Major Incident and Problem Management activity.Producing and maintaining the MIR's (Major Incident Reviews) to a variety of Aptiv and customer audiences including senior and executive management level.Assist in the reporting on key metrics, including but not limited to volumes / trends of escalations, chase ups, queue statuses, call age profiles.Constantly monitoring and reporting on outstanding Problems with regards to their processing status. Ensure that the other Service Management processes.Where required, provide feedback and input into the Service Operational management processes and otherAdhere to other service management policies and processes relevant to the role, including change and release management, availability management and security managementUndertake initiatives as directed by line managementAssist with service improvements relating to IT service management Competencies and experience ExperienceAt least 5 years Major Incident Management experience and experience in a similar role Sound understanding and experience with service level agreements and associated metricsEnterprise IT experience and a good working knowledge of the broad suite of IT technologies and technical environments.Previous experience of customer service / major incident focussed role (ideally manufacturing industry)ITIL Foundation V3 certificationExperience working within SIAM structure/environmentExcellent communication skillsStrong knowledge of Microsoft client and server architectureSound understand knowledge of network infrastructure ManagementFollows logical process for incident and problem identificationDrives and commands major incident callAsks questions to clarify and verify informationDemonstrates critical thinkingDemonstrates passion for resolutionDemonstrates urgency in speed of resolutionDisplays wide knowledge in relevant technical skills setsUses fact-finding and diagnostic toolsPerforms well under pressureAssigns incidents for resolver groups to individuals in a fair and effective manner Call Recording and ManagementProvides clear, understandable updates to the 'call diary'Follows call-handling proceduresEnters information quickly and accuratelySummarises calls clearly and conciselyCommunicates status and changes to caller and other stakeholdersNegotiates suitable outcomes to incidentsEnsures customer requirements are met on timeUses proper closing Characteristics and Behaviours Customer Focus and Interpersonal SkillsFocuses on customer needs and satisfactionProvides clear, understandable updates to peopleBuilds positive rapportMakes extra effort to satisfy customer needsMakes a positive first impressionCommunicates in a courteous mannerExhibits tact and consideration Personal Continuous ImprovementStrives to increase personal productivityDevelops efficient work methodsFocuses on results rather than routinesSeeks ways to improve systems and servicesDevelops standards, procedures, and policiesEnsures adherence to policy & processes Team MemberEstablishes effective relationships with teamExhibits tact and considerationDisplays positive outlook and pleasant manner DocumentationRecords information accuratelyFollows documentation proceduresConforms to required style and formatSubmits documentation on timeWrites clearly and conciselyDevelops complete and accurate contentCreates materials that meet audience needsHabitually captures thought processes, activities and knowledge in appropriate documentation, not least reports, build documents and knowledgebase articles Join us: · Help us advance mobility, save lives and improve our planet· See effects of your work in showrooms of almost every car seller· Learn new technologies thanks to the collaboration with our customers' technical centers Diversity and Inclusion are sources of innovation and creativity, both of which are essential to Aptiv's success. Everyday our diverse team comes together, drives innovation, pursues solutions, and meets challenges using their unique abilities, perspectives and talents, changing what tomorrow brings. When you join our team, you'll get encouraged to think boldly, express your viewpoint and innovate as a matter of habit. At Aptiv, we don't just see the world differently; we work to change reality. That means developing technology that rewrites the rules of what's possible in the pursuit of making transportation safer, greener and more connected. Today there are more than 160,000 of us globally, located in 44 countries, and united by one mission. Join the movement and together, let's change tomorrow. Privacy Notice - Active Candidates: https://www.aptiv.com/privacy-notice-active-candidatesAptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law. PRB