BP is looking for an experienced Regional Incident and Problem Management Specialist to join its IT&S End to End (E2E) Service Management team in Sunbury. As a valued member of the service management team you will help deliver and manage a suite of processes and services aligned to the ITIL framework, including incident, crisis, problem, change and much more. Utilising your incident management and problem skills, you’ll manage the incident process through to full restoration of services after a major incident and perform a root cause analysis. You’ll also seek to minimise adverse on the business operations and whilst ensuring the best possible service quality is maintained.
Your key responsibilities will include:
Resolving of Incidents impacting BP including the investigation, diagnosis and closure of incidents.
Ensuring the interventions and escalations are actioned to minimise service outage time
Identifying appropriate resources to support the incident resolution and problem investigation
Ensuring the business impacts are quickly and clearly understood in support of stakeholder communications
Collaborating with other services management teams to ensure that events alerts and changes are defined and understood enabling faster response to incidents
Assuring activities such as root cause analysis and trend analysis are performed over problems, incidents and adverse events such that permanent fixes to problems, incidents and negative event are found and implemented.
As part of the Service Management Team, you’ll work closely with the other incident management teams to ensure that performance KPI’s are met as well as keep the service management tools up to date with accurate records of incidents, problems and configuration changes. You will also support continuous improvements where opportunities arise to enhance productivity and quality of services. You will also play a strong role in the operationalization of the E2E Service Management taking accountability for incident prioritisation, communication and resolution.
Foundation qualification in ITIL V3
Essential experience and job requirements
To apply, you should be have a strong understanding of service management within a global organisation and have relevant experience in IT operational management. With a minimum of ITIL v3 Foundation qualification, you’ll have strong experience of managing incidents and problems together with an understanding of the business and service impacts. You’ll have well-honed interpersonal skills and a proven track record of successfully managing stakeholders across a globally distributed organisation. As well as having excellent conflict and collaborative skills, you need to be committed to achieving IT Service Management Best practice. It’s an exciting prospect, and a great opportunity for anyone looking to develop their career in Service Management within a complex, global business.
Other Requirements (e.g. Travel, Location)
There are no additional requirements.
Desirable criteria & qualifications
Experience of Service Delivery in a large multi-location operation
Experience in use of BMC Remedy Service management Tools or similar
Membership of a professional organisation, e.g. Service Desk Institute; IT Service Management Forum; IT Service Management Institute
Experience of integrated oil major businesses
Is this a part time position?
Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.
BP is one of the three largest energy companies in the world, operating in over 100 countries across 6 continents. Information Technology & Services (IT&S), provides a full range of IT services to BP's global business segments.
IT&S plays a critical role in the delivery of defined world-class operational services that BP businesses can rely upon in support of their own performance. Our specific accountabilities include the delivery of services to specified target levels, including availability, recoverability and cost to the corporation. These services must also be delivered safely and secured against the growing risk of viruses and other security threats.
We aim to benchmark our performance favorably against a defined peer group of the world's best and intend to deliver our services with professionalism to rival any major business corporation in the world - this is what we mean by being 'World Class'. To achieve this exciting level of performance will require a commensurate level of enthusiasm, commitment and expertise in our people.
Corporate & Functions