Major Incident and Problem Manager-1

rd 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 Excellence

• Maintain 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 teams

• Use 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 Management

• Responsible 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 workaround

• Ensuring 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.

Reporting and governance

• Review 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

Initiatives and other

• Adhere to other service management policies and processes relevant to the role, including change and release management, availability management and security management

• Undertake initiatives as directed by line management

• Assist with service improvements relating to IT service management

Competencies and experience

Experience

• At least 5 years Major Incident Management experience and experience in a similar role Sound understanding and experience with service level agreements and associated metrics

• Enterprise 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 certification

• Experience working within SIAM structure/environment

• Excellent communication skills

• Strong knowledge of Microsoft client and server architecture

• Sound understand knowledge of network infrastructure

Management

• Follows logical process for incident and problem identification

• Drives and commands major incident call

• Asks questions to clarify and verify information

• Demonstrates critical thinking

• Demonstrates passion for resolution

• Demonstrates urgency in speed of resolution

• Displays wide knowledge in relevant technical skills sets

• Uses fact-finding and diagnostic tools

• Performs well under pressure

• Assigns incidents for resolver groups to individuals in a fair and effective manner

Call Recording and Management

• Provides clear, understandable updates to the ‘call diary'

• Follows call-handling procedures

• Enters information quickly and accurately

• Summarises calls clearly and concisely

• Communicates status and changes to caller and other stakeholders

• Negotiates suitable outcomes to incidents

• Ensures customer requirements are met on time

• Uses proper closing

Characteristics and Behaviours

Customer Focus and Interpersonal Skills

• Focuses on customer needs and satisfaction

• Provides clear, understandable updates to people

• Builds positive rapport

• Makes extra effort to satisfy customer needs

• Makes a positive first impression

• Communicates in a courteous manner

• Exhibits tact and consideration

Personal Continuous Improvement

• Strives to increase personal productivity

• Develops efficient work methods

• Focuses on results rather than routines

• Seeks ways to improve systems and services

• Develops standards, procedures, and policies

• Ensures adherence to policy & processes

Team Member

• Establishes effective relationships with team

• Exhibits tact and consideration

• Displays positive outlook and pleasant manner

Documentation

• Records information accurately

• Follows documentation procedures

• Conforms to required style and format

• Submits documentation on time

• Writes clearly and concisely

• Develops complete and accurate content

• Creates materials that meet audience needs

• Habitually captures thought processes, activities and knowledge in appropriate documentation, not least reports, build documents and knowledgebase articles

Career Progression:

This position provides a career opportunity by managing and driving the activities related to the Major Incident Management process for critical applications and services. You will collaborate directly by engaging, assessing, commanding, and controlling major incidents where financial, reputation, and/or legal/regulatory impact to Aptiv is at risk.

In return we'll invest in your growth and career development at Aptiv, as you'll be working as part of a global network, supporting the newest and innovative cloud-based technologies

Benefits:

Join us:

Help us advance mobility, save lives and improve our planetSee effects of your work in showrooms of almost every car sellerLearn 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://https://www.aptiv.com/privacy-notice-active-candidates

Aptiv 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.

Privacy Notice - Active Candidates: https://https://www.aptiv.com/privacy-notice-active-candidates

Aptiv 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.