Job Ref: 215133013

Date: 2021-11-11 09:50:28

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If you think you could support bp pulse as an Incident Manager, we want to hear from you – together, let’s make bp pulse a great place to work.

What’s it all about?

You will be Leading in the UK region managing the local team and working closely with your Global counterparts. Ensure all policies, processes, services and systems are running optimally. You will act as a conduit between the technology and business areas, ensuring agreed SLA//Targets are achieved and improving upon when required.

Ensure the accuracy of Incident reporting data within ITSM tools that used for Executive Management reporting. You will be required to create and distribute incident executive summary reporting to key stakeholders with key points summarizing event details, ensuring that non-technical audiences can also understand the content.

You will oversee monitoring trends for Incidents, Problems & Changes driving issues locally as appropriate but also collaborate with the global teams to ensure risks and compliance with best practices.

What we expect of you, day to day.

* Take ownership of all Critical and High priority incidents for Bp pulse technical services

* Make sound critical decision making ensuring effective and appropriate incident escalation and reporting at varying levels Business and Technical communications to stakeholders

* Strive to enable the team to restore IT services as soon as possible using Incident Management techniques

* Timely communication/update to all stakeholders, including senior/executive management

* Ability to make quick decision to escalate and drive service restoration by sensing incident progression on complex incident that may not match to a priority matrix

* Logical navigation through complex landscape of Bp pulse service components to drive quick service mitigation/restoration

* Comfortable in making ad-hoc exception in order to drive incident progression.

* Drive Improvement of Service Quality by preventing future interruptions to service by way of Continuous Improvement via Problem Management interfacing with Global Problem Management & Support teams

* Organisation and effective utilisation of the global on-shift staff, internal groups and vendors, providing governance for IT Operations activities, holding the Line Management functions accountable for actions of their teams

* Ensure accurate logging of incidents, producing incident summary reports/executive summaries, other reports, appropriate for use in post incident review or for formal internal/external customer review

* Ensure all functions adhere to all policies and procedures to meet the requirements of the Audit, Regulators and Compliance guidelines.

* Ability to prioritise and multitask. Flexibility and adaptability in work approach

* Ability to work unsupervised and make key decisions based on the policies and procedures

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