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.
