British CouncilHiring for Manager Incident Management (Major Incident) at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Manager – Incident Management (Major Incident) & Service Request Management

Purpose of job:
Accountable for end to end management of all major incidents. Responsible for the overall Major Incident Process delivery for British Council, measuring compliance, reporting and Identifying & driving improvements. Follow up with resolving groups that includes suppliers to ensure early resolution. Responsible to run and manage the major incident team on 24×7 basis with both on premise and on call support.

The post holder will coordinate activities to restore service, communicate to the staff and stakeholders and perform timely escalations to ensure that the major incidents are resolved within the agreed service levels. This post will ensure that the processes defined are followed to record, respond and resolve incidents. This will involve engagement and management of work with all other service management processes primarily including problem, change and configuration mgmt.

The Incident manager will take responsibility for Quality monitoring and performing the Duty ISR role and represent incident management during the post incident reviews.

Responsible for driving process efficiency and effectiveness and management of process risks in consultation with the Incident and Service Request Senior Manager and follow up with resolving groups that includes suppliers to ensure process compliance.

Role context

The post is in the Incident and Service Request Management team and is based in BC Management Services in NOIDA, India.

This role will administer, manage and carry out all aspects of the Major Incident Management process for the British Council. As a Major Incident Manager, the candidate will be responsible for leading all Major Incidents in British Council. The primary goal of this position is to restore normal service operation within service level agreements (SLAs) and to minimize negative effects of unplanned service outages or interruptions on business operations.

The candidate will engage and work with key resolving groups including suppliers of the GIS (Global Information Services) to restore service within agreed service levels, and will also update impacted staff, senior stakeholders and business leaders as to the status and progress to service level restoration.

The job holder will design, implement, maintain and improve Major Incident Processes and reporting metrics. This role will also be responsible for developing and managing interfaces with other service management processes that are responsible to support resolution of a major incident.

The job holder will report to the Incident and Service Request Senior Manager and will be required to work both from office and on call basis to cover 24×7 hours requirement

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:
Incident Process Management: Supporting the delivery of the Incident and Service Request Management process

support staff performance of Incident and Service Request Management (ISRM) coordinated

incidents tracked through the Service Management tool (Major Incidents and P1)

assistance provided on escalations including moving an Incident from Active to Technical

review to Management review level

resolution agents/ owners assisted through the Incident & Service Request Mgmt process

coordinating vendors and resolving groups through the ISRM Process

possible Problems detected and flagged to the Incident & Service Request Manager

Ensuring process compliance with the resolving groups including Global Service Desk

Monitoring of Incidents for ticket quality and follow-up with resolving groups.

Work required involves coordination with GSD and review of the Call logging instructions on a regular basis

Service request mgmt. & business analysis: Develop & manage the Service Request Catalogue

Design new Service requests using various analysis techniques like feedbacks received, interviews, requirements workshops, surveys, business process descriptions, and analysis of logged incidents.

Analysis of information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding

Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements

Develop requirements specifications according to standard templates

Management of all service request workflows

Marketing of service request catalogue

Major incident Management:Managing the delivery of the overall Major Incident Management for British Council

Perform Duty ISR manager role to validate a suspected major incident with the service line owner, user or site reported and validate it as major incident/standard incident.

Deploying and directing resources during the Major Incident to ensure all appropriate resources are engaged and that restoration efforts are properly prioritized.

Craft business appropriate communications for the affected users that includes Senior stakeholders & management

Leading Daily Major Incident conference call with the appropriate technical stakeholders, senior management & vendors.

Managing and co-ordinating the response to the Major Incident through to a confirmed resolution.

Co-ordinating planning activities during a Major Incident.

Leading progress reviews throughout the Major Incident.

Ensure all actions are documented while conducting authorized activities

Monitor incident, problem and event management applications and interfaces as required

Liaising with Major Incident Managers/ Incident Management Teams/Service Manager within vendors.

Co-ordinating management and vendors escalation activities.

Deciding whether a Major Incident needs to be passed to another team at the end of their working day as per the handover guidelines.

Confirming that a Major Incident has been resolved & craft business appropriate communications for the affected users to inform them about resolution.

Preparing MI review report and participating in the MI reviews.

Continually evaluate lower priority incidents for business critical services to determine if they need to be raised to a higher priority.

Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction

To prepare, agree, implement and manage interfaces with other processes, such as change management, problem management, event management etc.

Support senior analysts in incident management. Ensure proper trainings and KT is provided to the senior analysts for handling major incidents.

Highlight gaps in the process and work with process owner towards process improvement and maturity.

Work as first escalation point for major incident management team

Responsible for driving CSI projects in major incident management process.

Continual Service Improvement and Service Reporting: Monitor service delivered by the team for all Customers being served

Reporting metrics for the MI Management process, and working with the ISR Sr. Manager to identify improvement opportunities

Reviewing the effectiveness and efficiency of the Incident and Service Request Management process

Ensuring adherence to the process

Trend analysis reports produced.

Action plans monitored to ensure continuous service and process improvement

Process Compliance and Monitoring:Ensure process compliance and monitoring on Major Incidents as per standards.

Monitoring of all Major Incidents for process compliance and follow-up with resolving groups & vendors.

Trending analysis on quality monitoring for Major Incidents

Process compliance with resolving groups, vendors and Global Service Desk

Qualifications

University Graduate/B.Tech

ITIL Intermediate Service Operations

Technical certifications & Project management qualification

Role specific knowledge and experience

Experience in end-to-end management of Major Incidents at an organisation level

Experience of Incident Management guidelines as per ITIL, interacting with 3rd party vendors/service delivery managers

An understanding of Severity Matrix, Service Level Agreements, Support matrixes & Escalation matrixes

Ability to lead and coordinate a large group of technical team members during high priority incidents and retain control of fast-paced conference calls

Must be confident presenting and updating senior business and IT senior stakeholders.

Through knowledge of other service management (ITIL) disciplines (Service Desk, Incident Management, Problem Management, Change Management)

Experience in analysis & reporting of major incidents for identifying process gaps and resolution of assignment disputes.

Interacts extensively and builds relationships with internal teams and customers at all levels

Capable of understanding and communicating technical issues with resolving groups/ non-technical colleagues. Immediately responsible for maintaining agreed service levels.

Handling multiple vendor and complex major incidents.

Experience of identifying and running improvement projects in Incident management.

Strong communication & interpersonal skills

Strong analytical and problem solving skills

Experience working in IT in the Incident Management field specifically on Major Incidents with in a large global environment

Further Information

Pay Band – 7

Contract Type – Indefinite

Department/Country- GIS/ India – Noida

Closing Date (Time) – 24th May 22 (IST -23:59)

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.