Incident Management Analyst

Kuala LumpurCentral
05 Nov 2016
03 Jan 2017
Oil and Gas
Contract Type
Full Time
Role synopsis
IT&S Service Management (ITSSM) deliver and manage a suite of common processes and services for IT&S, based upon the ITIL framework. The team aims to deliver the processes, standards and tools to support Service Delivery teams across IT&S in delivering a stable and highly reliable suite of applications and infrastructure. Processes include Incident, Crisis, Problem, Change, Configuration, Capacity, Reporting, and for ensuring compliance to processes across IT&S. In addition, the group has responsibility for key management toolsets including Remedy and CMS that support ITSSM process.

The team also has responsibility for continuous improvement of these areas. The team is based in Kuala Lumpur. Kuala Lumpur will become a strategic location and delivery centre for BP in support of its service management objectives. At the heart of the operation in Kuala Lumpur is an enterprise Command Centre providing 24x7 incident, event monitoring & change management globally for BP.

This is an exciting opportunity to be part of a team that will change the landscape of IT&S Service Management delivery in BP. The Incident Management Analyst will run the incident management processes to undertake service restoration of major incidents occurring within BP. They will ensure that
service is restored as quickly as possible, minimising the adverse impact on business operations, and ensuring that the best possible levels of service quality and availability are maintained. They will responsible for assessing situations, directing and facilitating resolution activity. Ensuring appropriate escalation within SDO, resolution teams and service management, if required during an incident.

This role will involve working within the 24x7 Command Centre

Key accountabilities
  • Undertake the day to day resolution of incidents impacting BP responsible for the investigation, diagnosis and resolution of incidents
  • Ensure that interventions and escalations are taken to minimise service outage time
  • Ensure that business impacts are quickly and clearly understand for inclusion in stakeholder communications
  • Collaborate with other Service Management teams within the Command Centre ( & Change) Team to ensure that events, alerts and changes are defined & understood to enable faster response to incidents
  • Ensure that Service Management tools are kept up to date such that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded
  • Collaborate within the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs
  • Support continuous improvement through identification of opportunities to enhance the quality, productivity and culture of the service, ensuring that the operational documentation is kept up to date
  • Ensure that SDOs meet SLAs; foster open communications with SDOs whilst ensuring the relationship is professional and properly regulated
  • Collaborate with the Problem Management team to actively contribute to relevant parts of the Problem Management process, such as Root Cause Analysis

Essential Education
  • Bachelor degree in Information Technology or equivalent

Essential experience and job requirements
  • Minimum 3-5 years of relevant working experience in a large scale IT environment
  • Has a strong understanding of service management within a diverse global organisation and relevant experience in IT Operational Management
  • Experience managing incidents with demonstrable understanding of both business and service impact in a global organisation
  • Demonstrate effective stakeholder engagement across a globally-distributed organisation and hierarchy across differing time-zones and geographical boundaries
  • Good collaboration skills, confident and structured when dealing with conflict
  • Proven commitment to IT Service Management best practices, especially Problem Management and Incident Management
  • Able to communicate effectively in the English language (written and spoken)
  • Foundation qualification in ITIL V3
  • Comfortable working as part of a team and on own initiative
  • Experience of working a 24*7 shift pattern

Other Requirements (e.g. Travel, Location)

Desirable criteria & qualifications
  • Experience of Service Delivery in a large multi-location operation
  • Experience in use of BMC Remedy Service management Tools
  • Membership of a professional organisation, e.g. Service Desk Institute; IT Service Management Forum; IT Service Management Institute

Relocation available

Travel required
Negligible travel

Is this a part time position?

About BP
Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. With a workforce of 80,000 employees, BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.

BP is one of the three largest energy companies in the world, operating in over 100 countries across 6 continents. Information Technology and Services (IT&S), provides a full range of IT services to BP's global business segments. IT&S Global Operations and Infrastructures (GOI) plays the critical role of delivering defined world-class operational services that the BP businesses can rely upon in support of their own performance. Our specific accountabilities include the delivery of services to specified target levels, including availability, recoverability and cost to the corporation. These services must also be delivered safely and secured against the growing risk of viruses and other security threats. GOI's goals for working with its customers are to: Deliver reliable, secure and recoverable infrastructure services, achieve base levels of enterprise integrity, ensure transparency of costs and services, provide customers with choices that meet their needs, demonstrate superior performance through benchmarks. We aim to benchmark our performance favourably against a defined peer group of the world's best and intend to raise our levels of performance and professionalism to rival any major business corporation in the world - this is what we mean by being "World Class". To achieve this exciting level of performance will require a commensurate level of enthusiasm, commitment and expertise in our people.

Corporate & Functions

Closing Date
[ "03-Jan-2017" ]