Key outputs Manage and take responsibility for the overall remediation of all critical service disrupting incidents (including RCA [root cause analysis] and remediation plans and actions ) Drive for timely workarounds, document known issues and oversee problem management of incidents Analyze, determine operational impact and act as final authority for all change implementations Analyze, monitor and predict trends and develop plans designed to maintain service effectiveness Conduct regular tests to simulate disasters and prepare in the event of real situations Act as liaison for all stakeholders with interests and input in incident management processes Communicate very effectively with frontline service specialists and BU staff in case of disasters Manage and record any changes which are implemented in the environment Maintain a cross functional / multi-vendor escalation matrix Ongoing refresh of the Business Continuity Plan (BCP) Qualifications required Prescribed: An undergraduate qualification (bachelors degree or equivalent) in the relevant IM discipline. Preferred: It would be advantageous to have a post graduate qualification in the relevant IM discipline OR a proven track record of extensive practical experience in a role and context of similar complexity Certifications required ITIL Certification and solid understanding of ITIL processes Technical knowledge The specific IM field, controls and risk mitigation Business Unit plans and initiatives Frontline IM services, toolsets, compliance and standards Outsourced team management to ensure effective resource utilization across the portfolio Deliver a portfolio of IM services to a defined client base Hold vendors to account on SLA indicators Liaise with solutions design and architecture to make sure that roadmaps are followed, and services are introduced with excellence Analyze and identify risk root causes and quantify potential business impact Engage with key stakeholders and understand their process requirements Implement best-fit solutions to meet stakeholder requirements and contribute to IM process enhancements Perform continuous monitoring reviews and measure defined quality and quantity indicators Interpret policy and explain why work needs to be completed in a particular manner Explain how a particular process task needs to be fulfilled Assign and re-assign work to ensure that outputs and the elimination of waste Participate in business initiatives/projects and the different processes involved
