Prudential - Assistant Manager - Incident & Problem Management

Assistant Manager - Incident and Problem Mgmt.

- Manage high severity incidents or lower severity incidents, where deemed necessary, during normal working hours and when on standby, until resolution.

- Manage ad-hoc assigned tasks / problems through to completion / resolution .

- Ensure correct resources are obtained to assist in investigation/resolution of the incident and where there are issues, escalate to Domain senior management.

- Clear, concise and effective communication regularly with affected business areas and escalate issues to PGDS Senior Management during and after incident recovery.

- Ensure the associated incident record in Service Desk is maintained accurately throughout investigation until service is recovered.

- Liaise closely with affected business areas to agree, accurately assess and record impact of the incident.

- Maintain an understanding of Service Lines v/s Business Users and maintain knowledge base to ensure most effective communication and impact assessment is applied.

- Provide support and share knowledge with IM's in other locations - working as a team.

- Build effective relationships with Operation Managers and the business to maintain understanding of the impact of incidents affecting the key service lines.

- Facilitate Knowledge Transfer or similar sessions where a resolution is not forthcoming to move the incident forward thereby supporting others in listening, understanding and resolving service challenges.

- Build effective relationships with the UK IT SERVICE DESK and ensure accurate information is gathered for allocating the severity level and that all information is complete.

- Maintain all Incident & Problem Management documentation (including the Incident Management procedures and standby listings). Ensure all changes are communicated and where necessary off sited for Disaster Recovery.

- Ensure all incidents are logged on the Daily Service Exception Report (DSER) in a timely manner and accurately maintained.

- Attend the PGDS Service Provision meeting and carry out proactive planning from an IM perspective in advance of major changes.

- Liaise regularly with PGDS contacts, including SI and Project Managers, to resolve issues and to understand future service impact/requirements. Use differing styles and approaches as required to work with other business areas.

- Own incident actions through to resolution that are identified at service meetings with the business. These will generally be assigned by the BSMs or the IT Business Relationship Manager.

- Co-ordinate, attend and contribute to Customer Forums where requested by the PPMS IT Manager.

- Provide input to reports and reporting processes in PPMS IT.

- Ensure all Incident Reviews are conducted according to guidelines and within SLA. Ensure incident review documents are created for severity 1 and 2 incidents that he/she manages.

- Ensure all root cause investigations and problem repetition avoidance actions are managed to completion.

- Proactively identifying and managing potential major incidents through the Problem Management process.

- Monitoring trends and alerts, in conjunction with Third Parties and other areas of PGDS and the Business, to identify, analyse, and manage any resultant actions to prevent major incidents from occurring.

- Proactively contributing to process and service improvements through the Problem Management process.

- Providing day-to-day operational support to the Business, PGDS and Third Parties on Problem queries, needs etc. This will include advice on using the Service Management tool, ServiceDesk, incident investigation queries, constructively challenge where necessary etc.

- Providing input to reports produced by other areas of Service Management, e.g. Service Provision Pack.

- Coaching new joiners to the group.

Compliance - To ensure that you understand and adhere to Prudential's Code of Conduct and, where appropriate, comply with all relevant regulatory policies. This includes completion of any mandatory training requirements.

- Support other areas of the PPMS IT team in their responsibilities as required, including the Service Support Analysts and Business Support Managers, where necessary and where possible.

- Undertake Incident Reviews or attend Incident Reviews where PPMS has been impacted, taking ownership for root cause investigations and problem repetition avoidance, as necessary

- Proactively identify and manage potential major Incidents through alert management and trend analysis

- Build and develop positive business and PGDS relationships (at all levels) in respect of service provided by PGDS.

- Provide for root cause investigations and problem repetition avoidance action for ongoing incidents or where incidents have been identified as having the potential to occur in other parts of the organisation. For example, server failure, identifying an underlying problem with an operating system and this device / operating systems exists in other business areas.

- Provide Incident reports in line with procedures and deadlines.

- Support the IT team in identifying and managing service issues and proactively identifying improvements.