Itil & Iso 20000 Incident And Problem Team Leader
Hbos Card Services
Cardiff
Overall responsibility for developing and co-ordinating Incident and Problem Management processes whilst managing a team of five staff. Responsible for integrating the Cards & Loans Incident & Problem Management process into Group Technology (responsible for 72,000 employees), aligning SLAs, OLA's, KPI's. Key participant in the holistic development (through evolutionary prototyping) of Incident & Problem Management in Cards & Loans to ensure process is mature & consistent with other Service Management processes. Adhering to both ISO 20000 and ITIL standards ensuring the effective resolution of high impacting incidents (including business critical major incidents), by restoring service to business users as quickly as possible. Identifying and implementing workarounds where applicable, communicating incident updates to all interested parties, assessing business impact and actual financial cost of incidents where required. Continually reviewing and recommending changes to support processes to ensure continuous improvement of the incident management process. Undertaking problem management using multiple methodologies, post incident resolution, establishing root cause and subsequent prevention. Identifying, communicating, and documenting known errors should a permanent fix for root cause be unavailable. Responsible for producing metrics for service performance both on a regular and an ad hoc basis. Non standard processes managed include Service Improvement Programmes, Recovery, Defect, and Risk management.
