IncidentManager (Data Analysis & Data Mining)
Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
IncidentManager (Data Analysis & Data Mining)
Miejsce pracy: Wroclaw
Nr Ref.: VR-14882
Responsibilites
- Leading working streams with stakeholders in defining and agreeing the principles for incident management process standardization.
- Collaborating with the stakeholders in developing and prioritizing the Book of work for standardization of incident management
- Developing best practices in accordance to ITIL to support the principles and seeking sign-off from the organization
- Take responsibility to ensure incident management practices across the organization is harmonized and followed consistently
- Execution of the agreed principles and practices consistently across the organization
- Developing a harmonized reporting framework and dashboard which can be used by the organization to track trend of incidents, identify areas of improvement in the process across the organization.
- Develop data dictionary highlighting the key metrics to be measured and mechanism to measure them from the reporting data warehouse.
- Take responsibility for continuously improving incident management practices.
- Develop cohesive communication model between incident and knowledge management process both from practice and tool perspective.
- Establish a governance model to measure incident management maturity
- Define key metrics and Critical Success Factors to measure. Report on key metrics on regular basis, perform analysis and identify areas of improvements
- Driving requirements of ticket flow in the Incident Management tool (ServiceNow) to support the standardized process and practices
- Normalization of data in CMDB to support consistent and transparent reporting across the organization.
- Interact with various organizations, evaluating incident management process, identifying weakness and recommending improvement plans to mature the function
- Interact with the vendors to ensure incident management practices are consistently applied in resolving incidents thereby facilitating resolution of issues at Level 1 support
- Identify and drive data quality improvements.
- Collaborate with Incident and problem management business process leads to establish common operating procedures where knowledge becomes an integral part of the process
- Will be responsible for defining Target Operating Model for incident management
- Effectively deputise for incident management when required
- Provides ideas and recommendations for improvement and automation within the OPM team
Requirements
Supervision and will therefore be required to use their initiative in making sound decisions and judgments based on their Business and IT experience & knowledge.
Must Have:
- Minimum 3+ years relevant experience in financial industry
- ITIL v3 Foundation qualification
- Experience with ServiceNow tool with strong understanding of service management principles it supports
- Demonstrable experience in ITIL functions & processes - specifically Knowledge Incident Management
- Prior experience in standardization of incident management practices at process, reporting and tool level
- Must be able to develop an end state vision for the process
- Prior experience with building self-services methodology for End-Users
- Data Analysis & Data Mining experience
- Should be result oriented
- Capable of identifying and evaluating significant risks and identifying appropriate mitigation mechanisms
- Effectively build partnerships and influence senior managers and stakeholders.
- Strong communication, organization and presentation skills
- Should be capable of working in a complex and fast paced environment
- Should be capable of formulating strategic vision and demonstrating how to achieve it
- Knowledge of the software development life-cycle;
- Good knowledge of MS Excel, Powerpoint and Word
- Confident professional and an ability to represent the team in meetings with Business and other IT groups
- Good listening & spoken communication skills in English
- Good project management skills
- Good at prioritization / categorization /investigation / resolution skills
- Strong sense of ownership / responsibility / assertiveness / pro-activity
Nice to Have:
Advanced ITIL qualification in Service Transition, Service Operation or Continual Service Improvement.
We offer
Join our Development Center in Wroclaw and become a member of our open minded, progressive and professional team. In this role you will be working on projects for one our world famous clients. You will have a chance to grow your technical and soft skills, and build a thorough expertise of the industry of our client. On top of attractive salary and benefits package, Luxoft will invest into your professional training, and allow you to grow your professional career.