Problem Management Lead in US

12/1/17
National Grid (https:\\careers.nationalgridus.com)
Other

/yr

  Full Time   Employee


Hicksville
New York
United States

Description
About the Position:
The Problem Management team is responsible for delivering robust and effective problem management across the National Grid IS Ecosystem resulting in the provision of stable and reliable IS Services to the National Grid business. Your focus will be on ownership of assigned problems and driving a thorough business-led root cause analysis for those problems to minimize the future impact of incidents, and to identify and address contributing factors to the root cause.
In addition there will be an increased focus on proactive analysis where the intent of the Problem Management team is to remove the causes of incident before they have had a detrimental impact.
Position Responsibilities (including but not limited to):
Lead the Root Cause Analysis (RCA) investigations across National Grid IS teams and National Grid IS Ecosystem partners to successfully identify the root causes of problems that impact National Grid IS Services.
Liaise with National Grid Service Owners to identify the full business impact of problems to ensure problems are correctly prioritised and addressed.
Initiate and manage the RCA process with IS Ecosystem suppliers on their assigned problems and then perform weekly reviews with IS Ecosystem partners on their assigned problems and where necessary escalate progress to the Global Head of Problem Management. During these weekly reviews you assess attainment of service levels and where necessary escalate supplier performance where service levels that are not being met to the Head of Supplier Performance Management.
Through root cause analysis to identify the options for root cause removal and corrective actions to provide acceptable solutions and/or workarounds. Such options should address any people, process, logistic, and technology areas that have the potential to detrimentally impact National Grid IS Services.
Proactively identify problem trends and known defects and work with necessary business and technology support teams to identify options for root cause removal and the corrective actions required to provide acceptable solutions and/or workarounds.
Oversee changes required to implement corrective actions, and once completed to liaise with the Service Owner to close problems.
Capture information required to enable effective proactive analysis and reporting.
Able to produce succinct business?led problem reports and able to articulate reports at an Executive level.
Problem Managers will be located in the US (Waltham,MA and Hicksville, NY) and the UK (Wokingham and Warwick).
Problems will be assigned to Problem Managers in accordance with their location, their knowledge of National Grid business and IS Services, their experience, and their current workload.
Assignments may change from time to time depending on business impact and demand.
The Problem Management team operates Monday to Friday during working hours and may also be asked to provide adequate coverage outside of the working day as required by the problem and/or the assigned IS Ecosystem partner.
Qualifications
Knowledge & Experience Required:
Successful candidates will:
Have a university or college degree in a relevant discipline, or an equivalent combination of education, training, and experience. A BS/BA degree or higher in a technical discipline in the US, or the UK equivalent.
Have at least 7 years of experience in a senior role in the service integration or the service delivery of complex technical environments involving primarily outsourced service providers.
Have at least 7 years of experience providing operational problem management in the delivery and management of global large scale IS Services.
Have at least 5 years working in a role that has required strong analytic and diagnostic skills and attention to detail.
Be able to demonstrate the ability to communicate, both verbally and in writing, with both technical and business people in terms they can understand.
Be able to demonstrate an ability to work collaboratively with colleagues and suppliers in other time zones
Be able to evidence of process-orientated approach and strong customer service skills
Be able to demonstrate the ability to achieve objectives via influencing others
Possess relevant industry and professional certifications (e.g. ITIL Expert, Kepner Tregoe)
National Grid is an equalopportunity employer that values a broad diversity of talent, knowledge,experience and expertise. We foster aculture of inclusion that drives employee engagement to deliver superior performanceto the communities we serve. NationalGrid is proud to be an affirmative action employer, committed to providingequal opportunity to employees and applicants for employment without regard torace, color, religion, creed, national origin, ancestry, alienage orcitizenship status, gender, sexual orientation, gender identity or expression,age, physical and mental disability, marital status, veteran status,predisposing genetic characteristics, or any other factor protected fromdiscrimination under municipal, state, or federal law. We encourage allinterested, qualified persons to join the National Grid team.
Job
:IS Service Delivery
Primary Location
:NY-Hicksville
Other Locations
:MA-Waltham
Organisation
:IS Service Delivery
Schedule
:Full-time
Job Posting
:Nov 29, 2017, 10:55:08 PM
Unposting Date
:Ongoing

 

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