Accountabilities -

Take the lead to manage resolution of major incidents impacting bp
Take responsibility for investigation, diagnosis and resolution of major incidents
Ensure progress assessment on major incidents, making appropriate interventions, directing and facilitating resolution activity. Ensuring appropriate escalation within resolution teams and service management at their discretion during a major incident
Manage the quality of communications to stakeholders ensuring that major incident communications are relevant, concise and timely.
Collaborate with Service Management teams to ensure that incidents, problems and changes are defined & understood to enable faster response to incidents.
Ensure adherence to major incident management process, accurate reflection of actions of major incident and problem records, and that changes to Configuration Items are recorded
Work as part of the Major Incident Management team to ensure team performance
Conduct the Problem calls once Major Incident is restored to identify RCA, improvement actions and permanent fix.
Engage proactively to look for repeated patterns, conducts deeper analytics to identify vulnerable areas
Manage the Service Performance and relevant reporting activities related to the services/products offered and help advance bp's technology-related transformation drawing meaningful insights from data and supporting innovation and delivery of iterative solutions.
Protect, evolve, innovate, enhance and optimize the services managed, the products offered and the overall customer experience.
Participate in the capacity as a citizen developer to develop no-code, low-code digital product to drive service automation in support of bp's digitalization journey.
Contribute to community knowledge sharing and drive a culture of continuous improvement within your team.
Build awareness of internal and external technology developments; manage the delivery of process and system improvements

Education -

Bachelor's (or higher) degree, ideally in Computer Science, MIS/IT, Mathematics or a hard science

Key Capabilities Including Mindset/values And Behaviors/leadership Expectations

Essential experience and Job requirements

Years of experience: 6 to 10 years, with a minimum of 5 to 7 years of relevant experience

Experience operating within a business-critical and regulated environment

Required Criteria

ITIL Core Process
Specialized in Major Incident Management, Problem Management, Change Management, Crisis & Continuity
Service Design
Business Risk Management
Business Process Improvement
Requirements Definition & Management
Compliance and regulated environments

Preferred Criteria

Agile team (Scrum / Kanban)
Dev ops / site reliability engineering
Information Security
Application Support
Performance Management
Service Level Management
Operational Support
Customer Service Support
ServiceNow development experience will be an advantage

Key Behaviours

Empathetic: Cares about our people, our community and our planet
Curious: Seeks to explore and excel
Creative: Imagines the extraordinary
Inclusive: Brings out the best in each other

Why join bp

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner! At bp, we support our people to learn and grow in a diverse and challenging environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.

Disclaimer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Even though the job is advertised as full time, please contact the hiring manager or the recruiter as flexible working arrangements may be considered.

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