Description
Incident/Problem Manager – Volvo Group Connected Solutions
At Volvo Group Connected Solutions we work at the forefront of connectivity with data from over 1 600 000 Volvo Group customer assets. Together with customers, partners and the Volvo Group we create real value, not only for our customers but also for society at large.
This is us, your new colleagues
- The purpose of Incident Management is to secure that normal service operation is restored as quickly as possible and to minimize the adverse impact on business operations.
- The purpose of Problem Management process is to prevent problems and resulting incidents from happening. With the objective of finding the root cause of incidents, document and communicate known errors and initiate actions to improve or correct the situation.
The responsibility of the Incident Manager and Problem Manager is to ensure that the respective process is being managed, that the supporting structures are in place, that incidents and problems are handled efficiently, and that the organization is aware of and follow set processes and way of working. The Incident Manager also takes an active role in supporting the task force leads in the occurrence of severe incidents.
We need to strengthen our team of ITIL process managers and the governance of severe incidents. If you want to contribute in a dynamic delivery organization working in a role with multiple interfaces, impacting our customers’ perception of our services, then this is the role for you!
The roles
The responsibilities of the Incident Manager are to govern the Incident management process by:
• Drive the efficiency and effectiveness of the Incident Management process across all teams
• Review and audit the Incident Management process
• Drive, develop, manage and maintain the incident management way of working.
• Drive, develop, manage and maintain the major incident way of working.
• Follow up and secure that cases are given proper attention by the teams.
• Initiate the Problem process for problems identified by Incident Management.
• Secure management information, including KPIs and reports
• Act as key user for ServiceNow
• Plan and perform training in process and tool
• Support continued rollout of ServiceNow rollout of additional capabilities.
• Lead the Critical Incident Management team
The responsibilities of the Problem Manager are to govern the Problem Management process by:
• Review and audit the Problem Management process
• Drive, develop, manage and maintain the Problem management way of working.
• Secure execution of Problem Management process
• Drive quality of problem and outcome
• Follow up and reporting
• Proactive Problem Management Analysis
• Train and support the organization in the process and its execution
• P1 problem coordination and assist RCA from critical incidents
Your profile
We are looking for a person with good knowledge and hands-on experience from IT applications and/or infrastructure.
• You have shown a positive attitude and great persona in combination with a strong track record.
• You are customer-focused, self-driven, committed and strive for quality in everything that you do.
• You easily interact with other people, enable collaboration, and drive improvements in delivery as well as way of working.
• You have a Master’s degree or equivalent as the basis for your career.
• You are fluent in English. Fluency in Swedish is a merit.
• You have a Swedish work permit.