Service Management Specialist - Incident & Problem Management (4) București

Service Management Specialist - Incident & Problem Management (4)
Bucureşti
București, București, Romania

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Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.

Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

The Edenred Digital Center (EDC) in Bucharest, Romania is Edenred Group's largest Digital hub for strategic tech projects.

Context/ ROLE

As part of the company’s digital transformation, Edenred has launched a major program to support this and add value to the organization.

Position SCOPE & Key Responsibilities

»Build, manage and own the problem management process in accordance to the corporate needs.

»Identify and classify problems and their root causes and provide timely resolution to prevent recurring Incidents in accordance with the Problem Management plan.

»Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, reduce costs and improved convenience and satisfaction by reducing the number of operational problems

»Define and implement criteria and procedures to report problems identified, including problem classification categorization and prioritization

»Investigate and diagnose problems using relevant subject matter experts to assess and analyze root causes

»Perform proactive problem management, collect and analyze operational data (especially incident and change records) to identify emerging trends that may indicate problems.

»Participate in and assist with the facilitation of
- hoc and recurring meetings pertaining to problem management and process related gaps.

»Revise and maintain a problem management plan, policies and procedures that reflect industry best practices

»Develop, measure and analyze the Critical Success Factors and Key Performance Indicators and generate metrics reports.

»Develop various procedures for effective implementation of all processing activities.

»Coordinate with internal management and provide consultation to all process services.

»Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process

»Remediate deviation of a process for its particular division/department

»Responsible for communicating with the Incident Process Owner

»Point of contact for all Major Incidents

»Responsible for the effective implementation of the process "Incident Management" and carrying out the respective reporting procedure.

»Represent the first stage of escalation for Incidents

»Monitor the incidents to ensure that the Service Level Agreement is respected

»Identify, initiate, schedule and conduct incident reviews.

»Ensure the closure of all resolved and
-
- confirmed Incident records.

»Provide guidance to the Incident Process Coordinators

»Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Required skills & profile

Experience

»+ 7 years of experience IT Operational experience

»+ 5 Years if experience in Incident Management

»ITIL V3 Foundation Certified

Knowledge and Skills

»Strong
- how in ITIL processes

»Experience with different ticketing tools such as Service Now and Jira

»Experience in working and interacting with multiple cultures

»Strong skills in documentation and capability to articulate issues and tasks for
- IT staff

»Strong in communication and organization, be able to prioritize task and
- prioritize constantly

»Fluent spoken and written English

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