Senior IT Process Manager

This person will be responsible for handling Major Incident (Outages), Problem and Change Management processes to ensure effective end to end delivery of IT services. To be successful in this position, you will need to able to demonstrate strong analytical, communication (written and verbal) and process improvement skills. Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required.

PRINCIPAL RESPONSIBILITIES:

Incident Management

Ensure ITIL Service Operation services are managed, operated and supported in accordance with the ITIL service model. This role is responsible for overall coordination of the incident management process, whenever there are major incidents, the responsibilities for this role are typical:

• Responsible for driving, managing and coordinating the response to all major incidents including escalation, follow through, dissemination of workarounds or resolution advice and closure.

• Responsible for timely, clear, accurate and punctual communications to stakeholders and customers.

• Driving the efficiency and effectiveness of the incident management process.

• Ensuring that all IT teams follow the incident management process for every incident.

• Responsible for chairing and driving major incident management bridges to reduce MTTR (Mean Time to Repair).

• Maintain and uphold Incident Management policies and procedures in accordance with ITIL processes

• Acting as process owner of incident management and liaison with other service management processes.

•Gathers, consolidates and refines data to publish executive, operational, and management level reporting and analysis.

•Drive improvements to ensure that lessons are learned from incidents and that any work required to prevent a future reoccurrence.- 34%

Change Management

During service transition, this key role exists to coordinate the review and approval of planned changes to the IT infrastructure and services, the responsibilities for this role are typically:

• Ensuring that all production changes are processed according to Change Management policies and procedures. Ensuring Change Requests are fully completed and validated

• Responsible for the effective implementation of the process "Change Management" and carries out the respective reporting procedure.

• Planning and managing support for change management tools and processes

• Maintaining the change schedule and projected service outage

• Coordinating interfaces between change management and other processes

• Reviewing specific categories of RFC

• Planning, scheduling, managing and chairing CAB meetings

• Formally authorizing changes at agreed points in the change lifecycle

• Participating in the change review before changes are closed.

• Participating in the internal and external change management audits- 33%

Problem Management

Once incidents are solved, the ball is passed to the problem manager to coordinate investigation into the root cause, identifying workarounds and following up for permanent resolution, the responsibilities for this role are typically:

• Managing life cycle of Problem management.

• Responsible to supervise the progress of all Problem Records to ensure they are actively moving through the Problem Management Process

• Facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports

• Developing and ensuring problem management policy and procedures are fit for purpose, updated and are correctly implemented.

• Analyzing problems for correct prioritization and classification

• Able to pose questioning techniques to obtain clear, concise answers to complex issues (by breaking down logic and questioning, probing to get details as needed)

• Ensures, analysis and RCAs are completed within defined performance metrics (SLA, KPIs etc.).

• Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents

• Updating the KEDB with new or updated known errors and workarounds - 33%

MINIMUM REQUIREMENTS

EDUCATION:  Bachelor's                     FIELD OF STUDY:  Any

EXPERIENCE:  2-5 Years of experience

CERTIFICATION(S):  ITIL V3 or V4.

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

Should resemble the unique requirements for the role.  May include more than one of each type.  Each requirement should have its own bullet point.

• Should have extensive knowledge on ITSM
• Good knowledge of Microsoft Office Tools, Good communication skills
• Good knowledge of all the ITSM processes at Organization level & Stakeholder management skills.
• Awareness of the role IT plays in enabling the business objectives to be met & Customer service skills.
• The competence, knowledge and information necessary to complete their role
• The ability to use, understand and interpret the best practice, policies and procedures to ensure adherence

PREFERRED QUALIFICATIONS

Education, experience, and/or skills that would help contribute to success in the role but are not considered required to perform the responsibilities of the job.  “Nice-to-have” qualifications.

EDUCATION:  Bachelor's                     FIELD OF STUDY:  Any

EXPERIENCE:  Additional experience that would help; quantify where possible

CERTIFICATION(S):  ITIL Intermediate

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

May include more than one of each type. Each preferred qualification should have its own bullet point.

• Excellent interpersonal skills Ability to deal with support groups and external vendors
• SIAM, COBIT, Agile would be a plus.
• Analytical, extremely organized, Energetic, Hardworking, Team player, Multi-tasking.
• Good Reasoning and Process defining abilities.

What We Offer

We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU.  We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.

About Us

Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status, or any other status protected under applicable law. If you wish to discuss potential accommodations related to applying for employment, please contact careers.india@mcmcg.com