Major Incident and Problem Manager

Opis oferty pracy

Firma: FedEx Express EU
Numer zamówienia pracy: RC213905
Lokalizacje:
Atherstone Headquarters
Atherstone, Wielka Brytania

Zaplanowane cotygodniowe godziny: 37.5
Typ pracownika: Regular
Data wysłania: 26-November-2019
Data zamknięcia: 29-February-2020
Rodzinna praca: FXE-EU: Project/ Process Analyst (ID)


Podsumowanie pozycji:

TNT and FedEx officially joined forces on 25 May 2016; we’re starting our new future together. A combined FedEx and TNT will enable us to more effectively grow and compete, to better meet the evolving needs of our customers and the global marketplace. For our future team members, as part of one of the strongest transportation and logistics companies in the world, this means more opportunities to grow, learn and succeed.  

An exciting opportunity has arisen within Service Operations for a Project/Process Analyst
The successful candidate will be working as an individual within a team to ensure that on all high priority incidents and problem tickets service is restored and stable as swiftly and as accurately as possible with all risks and issues mitigated to ensure that a) any disruption will be fixed well within the service levels and b) that root cause is identified and the fix implemented to ensure the service will be stable.

The Project Process Analyst is accountable for the lifecycle of all high priority tickets and the communications associated; this includes the declaration of a critical incident through to resolution and following on to the investigation into root cause and fixes implementation. The successful candidate will be required to communicate to all stakeholders about the status of a major incident or Problem so must be able to communicate (written and verbal) confidently and effectively with all levels of stakeholder up to SVP.

The Project Process Analyst will be required to run Major Incident Reviews, Major Problem calls, Problem closure calls, Vendor meetings and Supplier calls so must demonstrate a good level of analytical and report writing skills to ensure all reporting is accurate, descriptive and targeted to achieve the CSI that the team is striving to deliver.

The role holder may be asked to participate in audits.

The role holder may be asked to travel for work related activities.

As a Project/Process Analyst within this area you will be responsible for:

  • Monitor systems and alerts to assess situations and responses, make interventions and facilitate resolutions to all major incidents and critical events
  • Investigate any issues in-line with SLAs to manage adverse impacts
  • Analyse system failures and identify ways to reduce future incidents 
  • Support wider IT operations as required
  • Take full responsibility for Major Incident management from initiation until an acceptable IT work around is in place
  • Own all communications and stakeholder updates during a major system outage
  • Ensure post event/incident follow-up actions are addressed as published in the Incident Management Process
  • Strive to continually improve the Major Incident Manager Procedures and Responsibilities with the Senior Incident Manager
  • Chair Major Incident and technical bridges for all P1/ P2 International incidents
  • Chair Major incident Reviews to ensure service improvements are put in place
  • Review communications history for executive alerts, coaching those who produce alerts that do not
  • Run Major Problem Reviews and Problem closure calls
  • Produces incident and problem review reports to stakeholders
  • Follow up on call problem tasks to ensure service improvements are managed and maintained
  • Liaise with the risk team to ensure all business issues where appropriate are handed over to the risk management team for follow up
  • Continual service improvement log is managed and maintained
  • Ensures vendors are adhering to all KPIs through quality and reporting checks
  • Represents the team on all CABs and major change walkthroughs
  • Manages any escalations or queries on the incident/ major incident process
  • Governs all vendor actions on the Incident/ Problem Process

To be successful in this role you will have:
  • ITIL Foundation qualification, or equivalent
  • Proven experience as an Incident Manager/ Problem Manager/ Major Incident Manager
  • Excellent working knowledge of service management processes (Incident, Problem and Change Management)
  • Exceptional communicator, a sound influencer with the ability to communicate at all levels
  • Good customer service skills, and able to proactively manage customer expectations.
  • Strong time management and efficiency skills organised and delivery focused, good planning skills, and process driven
  • Ability to work on own initiative rather than to a strict process
  • Strong report writing and analytical skills
  • A team player but with the ability to work on own and under pressure
  • Able to negotiate in difficult situations to reach a successful conclusion
  • Ability to manage and resolve conflict and able to work effectively at all levels of the organisation
  • Knowledge and experience of corporate service management toolsets in order to assess/ determine business impact of incidents
  • Able to work collaboratively with teams from other disciplines
  • Balance of high standards and pragmatism to get a job done, whatever it takes
  • Ability to step up when needed and offer support even when outside normal hours if required
  • meet or exceed our quality and timeliness standards
  • Ownership of vendor/ supplier for vendor management and CSI
  • Run root cause investigation bridges until root cause has been identified and eradicated

  • ITIL Foundation qualification, or equivalent
  • Proven experience as an Incident Manager/ Problem Manager/ Major Incident Manager
  • Excellent working knowledge of service management processes (Incident, Problem and Change Management)
  • Exceptional communicator, a sound influencer with the ability to communicate at all levels
  • Good customer service skills, and able to proactively manage customer expectations.
  • Strong time management and efficiency skills, organised and delivery focused, good planning skills, and process driven
  • Ability to work on own initiative rather than to a strict process
  • Strong report writing and analytical skills
  • A team player but with the ability to work on own  and under pressure
  • Able to negotiate in difficult situations to reach a successful conclusion
  • Ability to manage and resolve conflict and able to work effectively at all levels of the organisation
  • Knowledge and experience of corporate service management toolsets in order to assess/ determine business impact of incidents
  • Able to work collaboratively with teams from other disciplines
  • Balance of high standards and pragmatism to get a job done, whatever it takes
  • Ability to step up when needed and offer support even when outside normal hours if required

The working shifts for this position are 4 days on, (2 x Day Shift + 2 x Night Shift) 4 days off on a rolling rota basis


Firma FedEx poważnie podchodzi do filozofii, która stawia pracowników na pierwszym miejscu. Jesteśmy pracodawcą zapewniającym równe szanse rozwoju dla wszystkich i zaangażowanym w budowanie różnorodnego i wolnego od dyskryminacji zespołu pracowniczego.


Nasza firma

FedEx Express to jedna z największych firm świadczących usługi transportu ekspresowego, która konsekwentnie uznawana jest za jedną z 10 najbardziej podziwianych firm w rankingu magazynu „Fortune”. Każdego dnia FedEx dostarcza rozwiązania transportowe i biznesowe dla swoich klientów pochodzących z 220 krajów i na obszarze całego świata. Obsługa tej globalnej sieci jest możliwa dzięki wyjątkowemu zespołowi pracowników FedEx zaangażowanych w dostarczanie usług najwyższej jakości.


Nasza filozofia

Filozofia P-S-P (ang. People-Service-Profit – Ludzie-Usługa-Zysk) określa zasady leżące u podstaw każdej decyzji, polityki lub działania firmy FedEx. Nasza firma troszczy się o swoich pracowników, a oni w zamian zapewniają perfekcyjną obsługę naszych klientów, którzy z kolei nagradzają nas dochodem niezbędnym dla zabezpieczenia naszej przyszłej działalności. Najważniejszym elementem, dzięki któremu filozofia People-Service-Profit ma tak pozytywny wpływ na firmę, jest zamknięcie tego koła poprzez wprowadzenie zysków z powrotem do działalności i inwestowanie w naszych pracowników.

Nasz sukces w branży jest zasługą naszych pracowników. Dzięki naszej filozofii P-S-P stworzyliśmy środowisko pracy zachęcające członków zespołów do stosowania innowacyjnego podejścia podczas świadczenia jak najwyższej jakości usług dla naszych klientów. Troszczymy się o ich dobro i doceniamy ich wkład w działalność firmy.


Nasza kultura

Nasz sukces w branży jest zasługą naszych pracowników. Dzięki naszej filozofii P-S-P stworzyliśmy środowisko pracy zachęcające członków zespołów do stosowania innowacyjnego podejścia podczas świadczenia jak najwyższej jakości usług dla naszych klientów. Troszczymy się o ich dobro i doceniamy ich wkład w działalność firmy.