Major Incident and Problem Management

Job content

Company: FedEx Express EU

Job Requisition Number: RC493318

Locations:

Atherstone Headquarters

Atherstone, United Kingdom

Time Type: Full Time

Scheduled weekly Hours: 37.5

Worker Type: Regular

Posting Date: 25-April-2022

Closing Date: 29-July-2022

Job Family: FXE-EU: Project/ Process Analyst (ID)

Position Summary

Position Summary:

We have an exciting opportunity for a Major Incident and Problem Manager to join our dynamic team. Are you calm and collected when dealing with a Major Incidents? Do you like getting to the root cause of Problems? Do you like to delight the customer? If so, then we would love to hear from you!

About The Role

The successful candidate will be working as an individual within a team to ensure that for all high priority incidents and Problem tickets, service is swiftly restored and stabilized with risks and issues mitigated.

The Major Incident and Problem Manager will be accountable for the lifecycle of all high priority incidents and associated communications; this includes the declaration of a critical incidents, ownership of incidents through to resolution, and follow on root cause investigation and fix implementation. The successful candidate will be required to communicate to all stakeholders regarding the status of a Major incident or Problem tickets, so must be comfortable, confident and effective with written and verbal communication to all levels of stakeholder up to SVP.

The Major Incident and Problem Manager will be required to prepare and run Major Incident Reviews, Major Problem calls, Problem closure calls, Vendor meetings and Supplier calls, so must demonstrate a good level of analytical and report writing skills to ensure all reporting is accurate, descriptive and targeted to achieve the CSI that the team is striving to deliver.

About You

We are looking for a proactive, self-motivated individual who is looking join a fast paced environment.

What You’ll Need

• ITIL Foundation qualification/knowledge, or equivalent
• Excellent working knowledge of service management processes (Incident, Problem and Change Management)
• Experience working in a Major Incident Manager/Problem Manager role
• Exceptional communicator, a sound influencer with the ability to communicate at all levels
• Good customer service skills, and able to proactively manage customer expectations.
• Strong time management and efficiency skills, organized and delivery focused, good planning skills, and process driven
• Ability to work on own initiative rather than to a strict process
• Strong report writing and analytical skills
• A team player but with the ability to work on own and under pressure
• Able to negotiate in difficult situations to reach a successful conclusion
• Ability to manage and resolve conflict and able to work effectively at all levels of the organization
• Knowledge and experience of corporate service management toolsets in order to assess/ determine business impact of incidents
• Able to work collaboratively with teams from other disciplines
• Balance of high standards and pragmatism to get a job done, whatever it takes
• Ability to step up when needed and offer support even when outside normal hours if required
• Ability to step is as deputy to supervisor when require
  

What We’ll Offer You

• Private medial cover
• Excellent pension
• Remote working
• 25 days leave, increasing by 1 day per year up to a maximum of 30 days, excluding public holidays
• Competitive salary
• Training allowance
  

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all

Our Company

FedEx Express is one of the world’s largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.