FedEx Hiring – Senior Major Incident and Problem Manager role for days

Job Description:

The successful candidate will be working as the lead of a top performing major Incident and problem team under the critical reliability function within Express Europe. You will be reporting directly into the Manager of the CRT function.

Job Responsibilities:

• Manage the handling of the Major Incident function in the event your peer is on leave.
• Drive the target operating model with clear ownership, governance, and responsibility.
• Deliver a comprehensive knowledge management framework that ensures the wider teams understand lessons and knowledge uncovered as part of your teams’ work.
• Delivering and developing the overall technology problem framework, policy and operating model within FedEx Express Europe that sets the precedent for other regions.
• Coach, support, and mentor the problem analysts reporting into you through 121s, PDPs and team meetings.
• You will set the vision, priorities and requirements for service reliability and process improvements around problem management.
• Continuous drive for reliability; you will contribute to driving support teams to implement capabilities to proactively identify service risk and effectively mitigate; to optimise the approach for reacting to an identified issue.
• Working with the Major Incident Team to ensure full 360 feedback on incidents and warm handover and knowledge transfer is completed during a critical issue.
• Leading reliability best practises to drive service protection through continuous enhancements of data trending analysis, predictive identification, engagement, technical automation, and communication.
• Provide visibility to the accountable teams where a risk has been, or service improvement is required.
• Set the reporting framework for problem management which will be presented to the Express Leadership team.
• Act as an escalation point for your direct team and leadership on any problem reports or follow up.
• You will contribute to the delivery of continuous learning and improvement, identifying and mitigating future risks to our services.
• Chair problem board meetings and any additional problem calls to ensure maximum output is delivered.

Job Requirements:

• Experience of rota and team management.
• Experience of the ITIL processes and any relevant qualifications
• Comfortable with working across an extensive range of technologies. You will have a deep understanding and knowledge of the complex architecture and platforms that underpin our services which include middleware and Cloud.
• Experience of analytics and reporting to board member level.
• Passionate about our business and the impact any IT issues can have.
• Experience of managing and motivating a high performing function and team.
• Excellent communicator on all levels.
• Highly visible, credible in gaining trust and building relationships with stakeholders at all levels with aptitude to influence, empower, guide and lead groups.
• Experience of working within the Major Incident Process and the handling of a critical incident through its lifecycle.
• The ability to help set and contribute to a best-in-class operating model.
• Keeping the customer at the heart of everything we do.
• You’ll have strong experience and a desire to deliver service excellence; to lead the function in parallel to the business priorities.
• Delighting customers is as important as your technical delivery.
• Proven experience of driving satisfaction for the business with both our internal and external customers.
• A Passion for culture and continual service improvement.
• Demonstrable experience of creating and delivering team objectives in line with company strategy.
• Experience working on Servicenow and O365 products.
• A brilliant people leader with boundless optimism, passion, and experience.
• You’ll have the skills, motivation and aptitude to lead in a high profile, fast paced environment which includes driving virtual teams, addressing immediate risks, as well as dealing with multiple complex situations all at once and across multiple countries.

Qualification & Experience:

• Training allowance
• Private healthcare
• A generous pension package
• Flexible home working arrangements
• Competitive salary

Job Details:

Company: FedEx

Vacancy Type:  Full Time

Job Location: Atherstone, England, United Kingdom

Application Deadline: N/A

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