British CouncilHiring for Senior Manager – Problem, capacity & availability 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: Sr. Manager – Problem, Capacity & Availability Management

Purpose of job:
Proficient execution of Vulnerability, Problem, Capacity and Availability management process in order to maximise process efficiency and effectiveness.

Experience areas:
Essential

Expert Level Business Experience, with strong hands on experience with

Problem Management Process.

Strong Communications Skills (Reading and Writing Speaking and Listening Skills)

ITIL Foundation

Strong business acumen along with persuasive skills.

BCS Problem Management Specialist Certification or Equivalent.

Ability to quickly break down complex problems and develop effective solutions.

Sound technical knowledge across the core supported applications base including MS Office.

Proficiency in at least one of the Problem Solving Techniques:

5 Whys/Ishikawa/ Pareto Pain Value Analysis.

Decision making abilities in complex situations.

Strong knowledge of the Infrastructure processes.

Strong knowledge of Capacity and Availability management processes.

Strong knowledge of Vulnerability Management & threat protection process

Desirable

ITIL Intermediate Certification from Lifecycle modules:
Service Strategy

Service Design, Service Transition, Service Operations Continual Service Improvement

Project handling experiences

MCP /MCPIT

Cyber Security & Vulnerability Management.

Knowledge of:
Follows process management framework

Analyses process data

Leads processes ownership, continual improvement.

Coordinates a diverse team with awareness of equality and diversity impact

Assures process standards

Develops and ensures the implementation of high-quality process management

Accountabilities, responsibilities and main duties:
(including people management and finance)

Accountabilities:

• Setting policies and providing leadership and direction for the development, design and integration of the Vulnerability, Problem, Capacity & Availability Management Processes.
• Overall health and success of the ITIL processes along with Vulnerability Management process.

Responsibilities:

• Strategic contribution to enhance value addition at business level.
• Function as a supreme point of escalation for the process.
• Attend top-level management meetings to assess the impact of organisational decisions on the Vulnerability, Problem, Capacity & Availability Management environment.
• Ensures that all these processes are defined, documented, maintained and communicated at an Enterprise level.
• Initiate improvements in the tool, process, steering mechanisms, and people issues.
• Review proposed changes to the ITIL processes along with Vulnerability Management process.
• Guiding operational teams to specialise in problem solving techniques for effective RCA
• Review integration issues between the various processes.
• Initiate and review Key Performance Indicators and reports design.
• Validating and developing justifications and business cases for proposed solutions, Agreeing solution options with stakeholders.
• Chairing MI Reviews and Vulnerability triage meetings prepare summary documents along with gaps, and ensures timely completion of important/ actions items.
• Provide effective leadership, performance management and development for staff and peers. Providing professional mentoring and guidance.
• Ensuring Problem Management interphase with other Service Management processes.
• Reviewing process performance and driving process efficiency and effectiveness
• Creating and executing action plans to ensure continuous service improvements are done.
• Taking part in new projects and Leading delivery of projects contributing to SSC strategy and British Council at large.

Information Security

• Ensure that their workforce are aware of the information security policies and comply with them
• Ensures that the team complies to ISO 27001 and IGA related requirements
• Send account opening requests effectively
• Disable accounts immediately for leavers and Absconders /on long leaves
• Document and monitor / review access levels of his/her team
• Provide security awareness and education to team
• Manage Records to ensure compliance to Freedom of information act
• Ensure incidents of their respective functions are closed within SLAs

Qualifications:
Essential

Degree level qualification or equivalent

ITIL V3 Expert Level

Desirable

Prince 2 Foundation/Practitioner

Further Information

Pay Band – 8

Contract Type – Indefinite

Department/Country-GIS/India – Noida

Closing Date – 14/Feb/2022

Other Requirements – Must have rights to work in India

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.