Senior Problem and Major Incident and Analyst
SNC-Lavalin
Bangalore
5d ago

Job Description

As one of the world’s leading consultancies operating in the built and natural environment, we offer unparalleled opportunities for talented individuals in search of a rewarding career both in India and around the world.

Atkins India is committed to design excellence in the delivery of first-class solutions which combine innovation, imagination, and best practice.

Atkins is a member of SNC Lavalin Organization. Founded in 1911, SNC-Lavalin is a global, fully integrated professional services and project management company and a major player in the ownership of infrastructure.

The combined entity of Atkins and SNC-Lavalin has created one of the largest global engineering and project management consultancies with approximately 50,000 employees and operating across 50 countries.

SNC-Lavalin (SNC-L) has recently defined the IT Services organisational strategy in support of which IT Services is transforming to revolutionise the way it provides services to the organisation, moving from a BAU focus to a business value-driven organisation.

  • Key concepts include moving to digital products; adopting agile across the organisation; leveraging the Cloud; standardising IT services across all our IT partners;
  • and a focus on support for bids and delivery.

    How will you contribute to the team?

    To perform this role successfully, the individual will be responsible for but not limited to the following :

  • ITIL v4 Foundation certification.
  • At least 8 years’ experience of ITIL Service Management principles and processes.
  • Excellent reporting skills with experience of using ServiceNow and the Power BI reporting tool.
  • Experience of supervising teams and a proven understanding of the tools and techniques required to manage performance.
  • Ability to conduct effective performance reviews and identify development plans necessary to progress Individuals within the organisation.
  • Proven ability to drive and deliver improvements.
  • Proven experience of achieving SLAs.
  • Strong business focus and stakeholder engagement skills.
  • Clear understanding of the ITIL framework and its application in an IS delivery environment.
  • A strong appreciation of the contribution of IS to the delivery of an excellent service to an organization’s clients.
  • Solid technical knowledge.
  • Experienced in the development of, and adherence to, Service Level Agreements
  • IT Services work management systems.
  • Desirable :

  • ITIL Practitioner / Service Operation certification.
  • Experience of working in a high-pressure environment.
  • What will you contribute?

  • Manage the daily activities of the teams.
  • Responsibility for recruitment, training, objective-setting and performance development reviews for team members.
  • Create a performance culture throughout the teams.
  • Support and maintain Major Incident and Problem Management processes.
  • Support and update the IT Services Knowledgebase and associated processes / controls.
  • Ensure robust processes are followed to respond to high severity and major incidents.
  • Negotiate and maintain core SLAs for the teams.
  • Monitor and measure performance against SLAs and KPIs.
  • Aim to deliver 100% customer satisfaction and client focus, using Product Line Reviews to drive correct behaviour.
  • Manage Incidents and Requests according to defined SLAs - ensure 100% adherence to Incident and Request Management Best Practice guidelines.
  • Ensure Major Incidents, recommendations and Problems are recorded and managed in line with identified process.
  • Act as a liaison for Major Incidents and Problems, between IT Services teams and with our IT partners, the business and senior management.
  • Organise and chair Major Incident and Problem meetings to ensure customer focus and impact reduction (workarounds).
  • Document actions with updates for all stakeholders.
  • Chair Crisis Management Team (CMT) meetings and support the CMT process.
  • Prioritise and investigate Problems, according to priority, through to resolution or error identification.
  • Through effective problem management and dedicated improvement measures ensure :

    Reduction in number of :

  • Calls about service issues to the Global Service Desk.
  • Complaints about service.
  • Escalations.
  • Improved customer satisfaction.
  • All service level targets are met.
  • Develop, review and improve processes to maximise efficiency within the teams.
  • Ensure support readiness prior to the release of new technology.
  • Provide management information.
  • Support and continually improve the Product Level Review (PLR) process to :

  • Include interaction with senior IT Services team members (via formal reviews)
  • Highlight issues.
  • Maintain performance.
  • Deliver services that represent value for money.
  • Act as a point of escalation where appropriate.
  • Drive continuous service improvement.
  • Build a strong network of business contacts around the globe.
  • Ensure regular engagement with the business and business partners to understand their challenges.
  • Additional competencies :

  • Enthusiasm and dedication to drive improvement / change.
  • Excellent communication skills and customer focus.
  • Ability to build and maintain good working relationships and interact with all levels of the business and IS colleagues.
  • Process-orientated with a methodical approach to achieving goals.
  • Strong analytical skills.
  • Flexible approach.
  • Confident and professional.
  • What we offer at Atkins?

    At Atkins, you will enjoy a robust rewards package which includes :

  • Opportunity to work on various projects of various sizes.
  • Competitive salary.
  • Group Insurance.
  • Employee Assistance Program (EAP).
  • Learning and development programs, training, career opportunities.
  • Atkins is an equal opportunity, drug-free employer committed to diversity in the workplace. EOE / Minorities / Females / Vet / Disability.

    In today’s global market, diverse groups make better decisions and that better decisions lead to better business results, as such Atkins proactively recruiting and onboarding candidates from a diverse and talented applicant pool.

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