Major Incident and Problem Manager-1

**Major Incident and Problem Manager**

**Main purpose**:
As the Major Incident & Problem Manager you are responsible for both hands-on Major Incident Management, and at all other times the Problem Management of prior major incidents. You will be responsible for managing the Major Incident process, reporting & governance as well as the co-ordination and facilitation of high priority incident resolution by engaging a variety of support teams & vendors. You will also be responsible for managing the lifecycle of all Problems, with the aim of preventing Incidents from happening.

Success in this role will be demonstrated by ensuring Major Incidents with potential or actual impact to the SLA businesses are dealt with effectively and with minimum disruption to live service. To manage record and manage problems through to resolution by performing root cause analysis, coordinating 3rd party analysis, and communicating with stakeholders to ensure workaround and solution suitability. The role does require 24/7 including weekend support as part of a rotating shift-based coverage.

**Key relationships with**:
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