Incident, Problem & Change Manager

Role Overview

The IT Service Management team is a Global Operation, in a follow the sun model and is responsible for ensuring that the objectives of the IT Service Management Policies and Processes are clearly understand and executed by the user community.

The team will be responsible for managing day to day activities on a regional level, whilst aligning to overall and consistent strategic goals to deliver our services to a high standard, globally.

This role is responsible for ensuring that the key processes of Major Incident, Problem and Change Management are fully understood for operating in the APAC region, providing education or refresher training as required.

Role Responsibilities

Proactively monitor performance metrics and KPI’s to ensure we are working to high standards.

Identifying areas for continual service improvement.

Change Management

• Manage the Change lifecycle in accordance with the TP ICAP Change Management Policy.
• Publish and organize all changes for the Change Advisory Board (CAB) meetings
• Chair Change Advisory Board (CAB) Meetings
• Review all changes to ensure they are fit for purpose.
• Prepare reports on changes for management and stakeholders.
• Provide additional support to ensure Major Release Checklist & Operational Acceptance Criteria has been executed prior to being presented at CAB, for Major upgrades.

Major Incident Management

• Manage the MIM lifecycle in accordance with the TP ICAP Major Incident Management Policy.
• Provide ownership of major IT incidents and co-ordination of the incident resolution process and recovery activities.
• Facilitate the close liaison with the business and various internal IT teams, to effectively manage incidents and problems impacting the business.
• Ensure incidents are fully documented within the reporting system, providing a clear audit trail of activities and decisions via the Major Incident Report.

Problem Management

• Manage the problem record lifecycle in accordance with the TP ICAP Problem Management Policy. Ensure that respective Incidents / Problems / Changes are identified, recorded and tracked through to satisfactory resolution in line with agreed resolution plans.
• Facilitates and participate in Problem Management meetings, for example, RCA meetings following service impacting issues, outstanding Problem and Problem Tasks Reviews, inter-departmental Problem Status meetings, Platform Review meetings.
• Proactively leading investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives, (including People, Process and Technology elements).

DR and significant Release events

• Provide weekend resource support to cover Service Continuity, DR, Major Release and any other events

Specific Job Requirements

• Bank Holidays & Weekends (Operational cover required)

Experience / Competences

Essential

• Solid experience in a Service Management Role within a complex corporate environment.
• Strong analytical and problem-solving skills, preferably evidenced by previous experience in a similar role.
• ITIL v3 or v4 Foundation qualified
• Knowledge of the ServiceNow ITSM Tool or equivalent Service Management tooling.
• Good practical knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook etc.)
• Experience of working in a global support environment.

Desired

• Strong communication skills, experience managing relationships with senior stakeholders.
• General technical knowledge over a range of infrastructure and applications. The ability to understand how it all connects together.
• Any relevant industry certifications are desirable and may include Microsoft MCSA, ServiceNow, ITIL practitioner or other, or individual Microsoft specialist training such as Excel, Word, PowerPoint, Outlook or other.
• Broad understanding of the Wholesale Financial Markets, with prior experience in a Financial Services/Investment Banking environment is advantageous but not essential.

#LI-M ID #LI-Hybrid

Not The Perfect Fit?

Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.

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