[online recruitment]
The Incident Management Process Specialist reporting to the Incident Management (IM) BPL is responsible for supporting the Global Incident Management team as well as contributing to the strategic direction of the Incident Management process within Credit Suisse: the identification and execution of process improvement projects and focus on optimizing the Incident Management tool and reporting functionalities via automation to ensure continues improvement in the service capabilities provided by the Global Central Incident Management team.
The ideal person in this role is expected to continuously drive for improvements through the identification and implementation of automated solutions to improve the adherence to the Global Incident Process and Standard Documentation, drive down aging incidents, identify reoccurring incidents and instability trends and working closely with the other ITSM process functions to drive IT stability within the firm. Responsibilities also include defining and/or implementing process guidelines and standards practitioners and stakeholders, ensuring process critical metric reports are produced and monitored, and governance of the process maintained.
Team of 4; 1 x VP, 1 x AVP, 2 x Staff level 3
- You will support day-to-day activities and actively contribute to the vision and direction of the team.
- Actively contribute to continual service improvement initiatives (from a people, process and tool perspective), improving operational efficiencies, evolving existing processes and enhancing the user experience of incident management
- You will guide and collaborate with other teams in various geographical locations.
- You will build relationships and partner with the key stakeholders both in and out of region.
- You will actively contribute to improving communication and training capabilities of the process team to stakeholders
- Contribute to monthly working groups for Incident Management, which represent all areas using Incident Management and will also chair this forum as and when required.
- Define and document in-scope processes working with business partners across IT and the business and aligned to the ITIL framework.
- Assist with the prioritisation, UAT co-ordination and post implementation testing of the Incident Management portion of regular Servicenow releases
- Participate in process ownership governance activities and meetings to ensure effective process management and adoption across the organization.
- Oversee and drive projects relating to IM Process across all areas within Credit Suisse
- Actively contribute to the identification and implementation of automation initiatives to remove manual overhead and at the same time improve the process governance provided by the Global Incident Management team. These automated initiatives covers tools, reporting, data quality and improved flow of data between the different ITSM functions within the bank.
- Strong knowledge of ITSM processes, especially incident
- Proven experience in execution of (but not limited to) incident management
- Proven and strong experience of working in the IT Service industry
- Confident personality with effective relationship management skills to interact with team member and senior stakeholders across various departments and regions
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- International projects for clients all over the world
- Competitive salary
- Individual development plan
- Managerial Targeted Training programs
- BRIDGE Mentoring Program
- Luxoft Training Center
- Language Classes
- Self-learning online library
- Global Relocation Program
- Internal Mobility (a chance to gain experience in varied projects and technologies)
- Professional communities for knowledge-sharing (Agile, Tech, Business)
- Group Life Insurance
- Travel Insurance
- Private Healthcare (dental care, unlimited consultations of specialist physicians)
- Medical costs reimbursement for employees
- Benefit Program (Cafeteria and Multisport Card)
- LuxGood Program (a wide range of health and well-being initiatives)
- After-hours groups (sport, trips, board games, cultural activities)
- Company and Team events
- BeLux - discount offers program (banking, car leasing, other)
- Convenient locations in modern offices
- International projects for clients all over the world
- Competitive salary
- Individual development plan
- Managerial Targeted Training programs
- BRIDGE Mentoring Program
- Luxoft Training Center
- Language Classes
- Self-learning online library
- Global Relocation Program
- Internal Mobility (a chance to gain experience in varied projects and technologies)
- Professional communities for knowledge-sharing (Agile, Tech, Business)
- Group Life Insurance
- Travel Insurance
- Private Healthcare (dental care, unlimited consultations of specialist physicians)
- Medical costs reimbursement for employees
- Benefit Program (Cafeteria and Multisport Card)
- LuxGood Program (a wide range of health and well-being initiatives)
- After-hours groups (sport, trips, board games, cultural activities)
- Company and Team events
- BeLux - discount offers program (banking, car leasing, other)
- Convenient locations in modern offices