Major Incident and Problem Manager


Bedrijf: FedEx Express EU
Opdrachtaanvraag Nummer: RC217909
Atherstone Headquarters
Atherstone, Verenigd Koninkrijk

Geplande wekelijkse uren: 37.5
Werknemer Type: Regular
Boekingsdatum: 31-January-2020
Sluitingsdatum: 31-March-2020
Job Family: FXE-EU: Project/ Process Analyst (ID)

Positie samenvatting:

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 specialist 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 Specialist 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.

Key Activities / Accountabilities

  • 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 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
  • 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

Preferred Experience and Knowledge

  • 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

Analytical Skills; Planning & Organizing Skills; Interpersonal Skills; Accuracy & Attention to Detail;

FedEx hecht het grootste belang aan zijn filosofie waarin mensen op de eerste plaats komen. Als werkgever met een gelijkekansenbeleid zijn we toegewijd aan een divers en inclusief personeelsbestand waarin we iedereen groeimogelijkheden bieden

Ons bedrijf

FedEx Express is een van 's werelds grootste express transportbedrijven en werd herhaaldelijk door het tijdschrift ‘Fortune’ geselecteerd als een van de 10 meest bewonderde bedrijven ter wereld. FedEx levert zijn klanten dagelijks transport- en bedrijfsoplossingen in meer dan 220 landen en gebieden over de hele wereld. We kunnen dit wereldwijde netwerk bedienen dankzij ons uitstekende team van FedEx-teamleden, die de taak hebben om elke FedEx-ervaring gedenkwaardig te maken.

Onze filosofie

De People-Service-Profit-filosofie (PSP) beschrijft de principes die van toepassing zijn op elke beslissing, elk beleid of elke activiteit van FedEx. FedEx draagt zorg voor onze mensen; zij leveren op hun beurt de onberispelijke service die onze klanten verwachten, die ons dan weer voorzien van de nodige financiële middelen om onze toekomst veilig te stellen. We benutten de People-Service-Profit-filosofie als een positieve factor voor het bedrijf door de cirkel te sluiten en onze winsten terug te geven aan het bedrijf en te investeren in onze mensen.

We hebben ons succes in de branche te danken aan onze mensen. Onze PSP-filosofie creëert een werkomgeving waarin teamleden worden aangemoedigd om innovatief te zijn bij het leveren van de best mogelijke dienstverlening aan onze klanten. Wij zorgen voor hun welzijn en waarderen hun bijdragen aan het bedrijf.

Onze cultuur

We hebben ons succes in de branche te danken aan onze mensen. Onze PSP-filosofie creëert een werkomgeving waarin teamleden worden aangemoedigd om innovatief te zijn bij het leveren van de best mogelijke dienstverlening aan onze klanten. Wij zorgen voor hun welzijn en waarderen hun bijdragen aan het bedrijf.