Major Incident and Problem Manager

Help shape the future of mobility.

Imagine a world with zero vehicle accidents, zero vehicle emissions, and wireless vehicle connectivity all around us. Every day, we move closer to making that world a reality. Aptiv’s passionate team of engineers and developers creates advanced safety systems, high-performance electrification solutions and data connectivity solutions so that automakers can bring advanced capabilities to more people around the globe. This is how we enable sustainable mobility and help to prevent accidents caused by human error.

Your Role

The Major Incident & Problem Manager will be expected to work closely with all resolver groups including any customer and Aptiv 3rd parties. You will provide effective and coordinated updates throughout Major Incident and Problem lifecycles to all relevant stakeholders including Aptiv Senior Management, Service Delivery Managers and customer contacts of all seniorities.

Key accountabilities: - 

Service Excellence

• Maintain a high degree of customer service for all aspects of the role ensuring that relevant stakeholders are well informed and are highly satisfied.
• Build excellent relationships with both customers and internal Aptiv stakeholders. Be a collaborative partner with other internal departments to deliver the best possible customer experience.
• Take ownership of Major Incident & Problems facilitating the progress and resolution with stakeholders and functional units.
• Drive continual improvement to Aptiv’s systems and processes by identifying improvement opportunities, own and implement, improving our overall service offering.
• Management of Major Incidents and Problems to successful conclusion whilst delivering an excellent customer experience.

Major Incident Management  

• Accountable for the successful and timely restoration of all Major incidents that are assigned to them, whilst keeping the business and customers updated.
• Be accountable for Major Incident satisfaction according to contractual customer SLAs and internal KPIs, implementing corrective actions as required.
• Establish and maintain timely communications with all Major Incident stakeholders to ensure they are kept informed of Major Incident service improvement status.
• Hosting conference calls (Technical and Business) and facilitate effective incident management throughout the incident lifecycle, in-line with agreed service definitions.
• Monitor ITSM toolset queues, ensuring sufficient and appropriate focus given to Major Incidents, chased up / escalated calls.
• Manage people’s expectations and update people on progress or slippages.
• Co-ordinate / facilitate escalations of Major Incidents to resolver teams
• Use call logging tool (or other agreed mechanisms) to maintain accurate records of Major Incidents.
• Assist, provide cover and deputise for Technical Support Manager as and when required.
• Run major incident ‘blameless post mortem’ sessions after service restoration to ensure avoidance of repeat incidents.

Problem Management

• Responsible for minimising and mitigating business-impacting incidents through controlled problem identification and responsive / proactive service improvement plans.
• Be accountable for Problem satisfaction according to contractual customer SLAs and KPIs, implementing corrective actions as required.
• Establish and maintain timely communications with all Problem stakeholders to ensure they are kept informed of Problem service improvement status.
• Identifying the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround
• Ensuring that - after a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated.
• Undertaking a review the resolution of a Problem to prevent recurrence and learn any lessons for the future. Furthermore, it is to be verified whether the Problems marked as closed have been eliminated.

Reporting and governance

• Review and update the documentation for the current Major Incident and Problem Management processes to be in line contractually and ITIL best practice.
• Provide regular reports on all Major Incident and Problem Management activity.
• Producing and maintaining the MIR’s (Major Incident Reviews) to a variety of Aptiv and customer audiences including senior and executive management level.
• Assist in the reporting on key metrics, including but not limited to volumes / trends of escalations, chase ups, queue statuses, call age profiles.
• Constantly monitoring and reporting on outstanding Problems with regards to their processing status. Ensure that the other Service Management processes.
• Where required, provide feedback and input into the Service Operational management processes

Initiatives and other

• Adhere to other service management policies and processes relevant to the role, including change and release management, availability management and security management
• Undertake initiatives as directed by line management
• Assist with service improvements relating to IT service management

Your Background

Experience

• At least 5 years Major Incident Management experience and experience in a similar role Sound understanding and experience with service level agreements and associated metrics
• Enterprise IT experience and a good working knowledge of the broad suite of IT technologies and technical environments.
• Previous experience of customer service / major incident focussed role (ideally manufacturing industry) 
• ITIL Foundation V3 certification 
• Experience working within SIAM structure/environment
• Excellent communication skills
• Strong knowledge of Microsoft client and server architecture 
• Sound understand knowledge of network infrastructure 

Management

• Follows logical process for incident and problem identification
• Drives and commands major incident call
• Asks questions to clarify and verify information
• Demonstrates critical thinking
• Demonstrates passion for resolution
• Demonstrates urgency in speed of resolution
• Displays wide knowledge in relevant technical skills sets
• Uses fact-finding and diagnostic tools
• Performs well under pressure
• Assigns incidents for resolver groups to individuals in a fair and effective manner

Call Recording and Management

• Provides clear, understandable updates to the ‘call diary’
• Follows call-handling procedures
• Enters information quickly and accurately
• Summarises calls clearly and concisely
• Communicates status and changes to caller and other stakeholders
• Negotiates suitable outcomes to incidents
• Ensures customer requirements are met on time
• Uses proper closing

Characteristics and Behaviours 

Customer Focus and Interpersonal Skills

• Focuses on customer needs and satisfaction
• Provides clear, understandable updates to people
• Builds positive rapport
• Makes extra effort to satisfy customer needs
• Makes a positive first impression
• Communicates in a courteous manner
• Exhibits tact and consideration

Personal Continuous Improvement

• Strives to increase personal productivity
• Develops efficient work methods
• Focuses on results rather than routines
• Seeks ways to improve systems and services
• Develops standards, procedures, and policies 
• Ensures adherence to policy & processes

Team Member

• Establishes effective relationships with team
• Exhibits tact and consideration
• Displays positive outlook and pleasant manner 

Documentation

• Records information accurately
• Follows documentation procedures
• Conforms to required style and format
• Submits documentation on time
• Writes clearly and concisely
• Develops complete and accurate content
• Creates materials that meet audience needs
• Habitually captures thought processes, activities and knowledge in appropriate documentation, not least reports, build documents and knowledgebase articles 

Why join us?

Career Progression:

This position provides a career opportunity by managing and driving the activities related to the Major Incident Management process for critical applications and services. You will collaborate directly by engaging, assessing, commanding, and controlling major incidents where financial, reputation, and/or legal/regulatory impact to Aptiv is at risk.

In return we'll invest in your growth and career development at Aptiv, as you'll be working as part of a global network, supporting the newest and innovative cloud-based technologies

• You can grow at Aptiv.Aptiv provides an inclusive work environment where all individuals can grow and develop, regardless of gender, ethnicity or beliefs.
• You can have an impact. Safety is a core Aptiv value; we want a safer world for us and our children, one with: Zero fatalities, Zero injuries, Zero accidents.
• You have support. We ensure you have the resources and support you need to take care of your family and your physical and mental health with a competitive health insurance package.

Your Benefits at Aptiv:

• Higher Education Opportunities (UDACITY, UDEMY, COURSERA are available for your continuous growth and development);
• Life  and accident insurance;
• Sodexo cards for food and beverages
• Well Being Program that includes regular workshops and networking events;
• EAP Employee Assistance;
• Creche facility for working parents;

Apply today, and together let’s change tomorrow!

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Aptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.