- Verisk Business: Specialty Business Solutions
Company Description
We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.
Job Description
As our Business Unit brings more and more clients on to our Managed Service, it has become necessary to mature our Change Management and Service Transition processes. The role will be an approximately 50-50 split between the two disciplines.
We are seeking a highly skilled and proactive Senior Major Incident and Problem Manager to join our IT Service Management team. This hands-on role is crucial for managing major incidents, evolving our processes, and working closely with software teams to manage problems. The ideal candidate will have extensive experience in ITIL processes, particularly in Major Incident and Problem Management, and will play a key role in prioritizing focus to improve our service to clients.
Key Activities and Responsibilities
- Major Incident Management: Lead the management of major incidents, ensuring timely resolution and effective communication with clients and stakeholders throughout the incident lifecycle.
- Problem Management: Collaborate with software teams to identify root causes of recurring issues, manage problems, and implement solutions to prevent future incidents.
- Process Evolution: Continuously evolve and improve Major Incident and Problem Management processes to enhance efficiency and effectiveness.
- Client Engagement: Act as the primary point of contact for clients during major incidents, providing updates and ensuring their concerns are addressed promptly.
- Service Improvement: Work with cross-functional teams to prioritize and implement improvements that enhance the overall service delivery to clients.
- Performance Metrics: Develop and monitor key performance indicators (KPIs) to measure the success of Major Incident and Problem Management processes and drive continuous improvement.
- Training and Development: Conduct training sessions and workshops to promote best practices in Major Incident and Problem Management and enhance the skills of the IT service management team.
- Compliance: Ensure compliance with industry standards and best practices, including ITIL, ISO/IEC 20000, and other relevant frameworks.
Qualifications
Qualifications:
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL certification (Expert level preferred) and ITIL certification at practitioner level.
- Experience: Minimum of 8-10 years of experience in customer-facing IT service management positions, with at least 3-5 years in a senior Major Incident and Problem Management role.
- Skills:
- Strong knowledge of ITIL frameworks and best practices.
- Proven experience in managing major incidents and problem management.
- Excellent leadership and team management skills.
- Strong communication and interpersonal skills.
- Ability to work effectively with cross-functional teams.
- Proficiency in IT service management tools and software.
Personal Attributes:
- Proactive: Takes initiative and drives continuous improvement.
- Analytical: Strong analytical skills with attention to detail.
- Collaborative: Works well with others and fosters a team-oriented environment.
- Adaptable: Able to adapt to changing business needs and priorities.
- Client-Focused: Dedicated to improving service delivery and client satisfaction.
- Empathetic: Able to communicate effectively and empathetically with both customers (technical and non-technical) and internal stakeholders.
- Organised: Strong organisational, time management and prioritisation skills with a proven track record.
Additional Information
For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.
At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.
Verisk Analytics is an equal opportunity employer. All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk’s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.
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