ITIL Process Lead – Problem and Incident Management

Job title:

ITIL Process Lead – Problem and Incident Management

Company

SITA

Job description

Job Description:OverviewWELCOME TOWe’re the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.You’ll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?Are you ready to love your job? The adventure begins right here, with you, at SITA.ABOUT THE ROLE & TEAMWe are looking for a dedicated and experienced Process Owner to join our team, focusing on Problem and Incident Management. This role will play a pivotal part in managing, optimizing, and improving our Problem/Incident processes to ensure efficiency, reduce incidents, and enhance overall service quality. The ideal candidate will have a strong background in ITIL frameworks and experience in driving operational excellence within cross-functional teamsWHAT YOU’LL DOProblem/Incident Management:

• Own and manage the end-to-end Problem and Incident Management processes.
• Lead root cause analysis efforts for major incidents to prevent reoccurrence.
• Ensure timely incident resolution by collaborating with technical and operational teams.
• Track and report on the performance of Incident and Problem processes, identifying bottlenecks and inefficiencies.

Process Optimization:

• Design, implement, and continuously refine Problem and Incident management processes in alignment with ITIL best practices.
• Drive continuous improvement initiatives based on data analysis and key metrics.
• Conduct regular process reviews to ensure compliance and identify areas for improvement.

Stakeholder Engagement:

• Act as the primary liaison between various teams (engineering, operations, customer service) to ensure smooth communication during incidents.
• Facilitate post-incident reviews to identify lessons learned and improvement actions.
• Work closely with stakeholders to ensure processes meet evolving business needs.

Technology Integration:

• Collaborate with IT and automation teams to integrate tools and systems that enhance incident detection, reporting, and resolution.
• Stay updated on industry trends, ensuring the use of cutting-edge technology to improve the Problem/Incident Management process.

Reporting & Compliance:

• Ensure accurate documentation of incidents and problems, including root cause analysis and corrective actions.
• Maintain incident and problem logs and provide reports to leadership, highlighting trends and potential risks.
• Ensure compliance with ITIL standards and internal governance policies

QualificationsABOUT YOU

• Minimum of 3-5 years of experience in process engineering, preferably in the telecoms or aviation industry.
• Bachelor’s degree in Engineering, Information Technology, or a related field.
• ITIL certification (Foundation level or higher) is required.
• Proven experience working with ITIL processes and frameworks.
• Good project management skills, with a track record of successfully leading process improvement projects.
• Excellent analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in process mapping and documentation tools.
• Familiarity with process automation tools and technologies.

NICE-TO-HAVE

• Experience with Six Sigma or Lean methodologies.
• Advanced ITIL certifications (e.g., ITIL Practitioner).
• Experience with data analysis and reporting tools.

WHAT WE OFFERWe’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it’s like to join our team and take a step closer to your best life ever.🏡 Flex Week: Work from home up to 2 days/week (depending on your team’s needs)⏰ Flex Day: Make your workday suit your life and plans.🌎 Flex Location: Take up to 30 days a year to work from any location in the world.🌿Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health – a personalized platform that supports a range of wellbeing needs.🚀Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!🙌🏽 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.

Expected salary

Location

Montreal, QC

Job date

Thu, 05 Dec 2024 07:53:47 GMT

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