Major Incident and Problem Manager

As our Business Unit brings more and more clients on to our Managed Service, it has become necessary to mature our Change Management and Service Transition processes. The role will be an approximately 50-50 split between the two disciplines.

We are seeking a highly skilled and proactive Senior Major Incident and Problem Manager to join our IT Service Management team. This hands-on role is crucial for managing major incidents, evolving our processes, and working closely with software teams to manage problems. The ideal candidate will have extensive experience in ITIL processes, particularly in Major Incident and Problem Management, and will play a key role in prioritizing focus to improve our service to clients.

Key Activities and Responsibilities

• Major Incident Management: Lead the management of major incidents, ensuring timely resolution and effective communication with clients and stakeholders throughout the incident lifecycle.
• Problem Management: Collaborate with software teams to identify root causes of recurring issues, manage problems, and implement solutions to prevent future incidents.
• Process Evolution: Continuously evolve and improve Major Incident and Problem Management processes to enhance efficiency and effectiveness.
• Client Engagement: Act as the primary point of contact for clients during major incidents, providing updates and ensuring their concerns are addressed promptly.
• Service Improvement: Work with cross-functional teams to prioritize and implement improvements that enhance the overall service delivery to clients.
• Performance Metrics: Develop and monitor key performance indicators (KPIs) to measure the success of Major Incident and Problem Management processes and drive continuous improvement.
• Training and Development: Conduct training sessions and workshops to promote best practices in Major Incident and Problem Management and enhance the skills of the IT service management team.
• Compliance: Ensure compliance with industry standards and best practices, including ITIL, ISO/IEC 20000, and other relevant frameworks.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL certification (Expert level preferred). ITIL certification at practitioner level.
• Experience: Minimum of 8-10 years of experience in a customer facing IT service management positions, with at least 3-5 years in a senior Major Incident and Problem Management role.
• Skills:
  • Strong knowledge of ITIL frameworks and best practices.
  • Proven experience in managing major incidents and problem management.
  • Excellent leadership and team management skills.
  • Strong communication and interpersonal skills.
  • Ability to work effectively with cross-functional teams.
  • Proficiency in IT service management tools and software.

Personal Attributes:

• Proactive: Takes initiative and drives continuous improvement.
• Analytical: Strong analytical skills with attention to detail.
• Collaborative: Works well with others and fosters a team-oriented environment.
• Adaptable: Able to adapt to changing business needs and priorities.
• Client-Focused: Dedicated to improving service delivery and client satisfaction.
• Empathetic: Able to communicate effectively and empathetically with both customers (technical and non-technical) and internal stakeholders.
• Organisation: Strong organisational, time management and prioritisation skills with proven track record.

Desirable Experience

• Experience in the insurance industry.
• Experience with Zendesk.
• Experience with AWS.
• Experience with Azure DevOps.
• Basic knowledge of SQL and relational databases.
• Experience with Microsoft SharePoint or other knowledge management tool.

#LI-CI1 #Hybrid

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. 

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland.  We value learning, caring and results and make inclusivity and diversity a top priority.  In addition to our Great Place to Work® Certification, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.

We’re 7,000 people strong.  We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Extreme Event Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk’s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.

https://www.verisk.com/company/careers/

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