At Bayer we're visionaries, driven to solve the world's toughest challenges and striving for a world where ,Health for all, Hunger for none' is no longer a dream, but a real possibility. We're doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining 'impossible'. There are so many reasons to join us. If you're hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there's only one choice.
Incident Management Process Owner
POSITION PURPOSE:
This position is globally accountable for the portfolio, the functional strategy and roadmap of IT Service Management processes, the definition of provided services, the definition of technologies (what) and the accompanying processes (how), as well as for the respective rules and regulations.
The Incident Management Process Owner is the individual accountable for the overall process operation and performance. The accountability aims to emphasize that the IM Process Owner ensures that the entire IM process is followed.
Incident Management Process Owner is:
Accountable for the overall process operation and performance as per the defined and agreed SI processes
Accountable for approving the design, update of the process/procedures and KPl's aligned with contractual obligations
Accountable for monitoring and reporting of process performance metrics and Key Performance Indicators (KPls)
Identifies and reviews opportunities for process improvements and provides approval for process enhancements
Ensures timely communication to senior leadership and the business stakeholders
Ensure quality reports are produced, distributed, and utilized
Ensure that the defined process is followed by all stakeholders including: Suppliers, Customer representatives
Ensures tight linkage between the Incident Management process and other related processes
Oversees process audits and enforces the IT Incident Management process
Provide priorities and direction regarding areas of emphasis for total incident reduction
Monitor Incident Management reports and dashboards and provide direction or correction as required based on cross-service trends
YOUR TASKS AND RESPONSIBILITIES:
Within the context of the process area(s); the person accountable for ensuring that the process is 'fit for purpose'. The Process Owner defines the strategy, supports the process from a high level and provides organizational support for Process Managers and Process Coordinators/Analysts.
Responsibilities:
Is accountable for the end-to-end IT process.
Defines the goals and core requirements of the process.
Defines Key Performance Indicators (KP ls) to evaluate the effectiveness and efficiency of the process and design reporting specification.
Approves /denies process changes.
Identifies and reviews opportunities for process enhancements and for improving efficiency and effectiveness.
Ensures that all relevant staff have the required technical and business understanding, the process knowledge and are aware of their role in the process. Ensures that there is an optimal fit between people, process, technology/tool and steering
Ensures agreed communication to senior leadership and the business occurs
Promotes the Service Management vision to management.
WHO YOU ARE:
University degree in business administration and/or informatics or similar education
Extensive experience with setting up key performance indicators and operations planning
Knowledge and experience in process management for global environments
Proven leadership, motivational and interpersonal skills as well as experience in managing governance in matrix organizations & multi partner eco-system
Strong know-how in IT Service Management Processes and IT Operations procedures and tool architecture, ITIL certified
Good experience on Service management tool (eg service now), analytical tools and good understanding of agile project management skills Profound Knowledge of information technology and/or infrastructure operations
Strong communication skills, analytical, structural and strategic skills
Deliver responsibilities with rational, expertise, accuracy, persistence, resilience, and creativity seeking to work both independently and collaboratively Profound English language skills and intercultural communication
Ever feel burnt out by bureaucracy? Us too. That's why we're changing the way we work- for higher productivity, faster innovation, and better results. We call it Dynamic Shared Ownership (DSO). Learn more about what DSO will mean for you in your new role here
https://www.bayer.com/enfstrategyfstrategy
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YOUR APPLICATION
Bayer is an equal opportunity employer that strongly values fairness and respect at work. We welcome applications from all individuals, regardless of race, religion, gender, age, physical characteristics, disability, sexual orientation etc. We are committed to treating all applicants fairly and avoiding discrimination.
Location:
India : Maharashtra : Thane
Division:
Enabling Functions
Reference Code:
833978
Contact Us
+022-25311234