Incident and Change Specialist

  • Chiasso, Switzerland
  • Full-time

Company Description

As a member of the lastminute.com group you’ll be heavily involved in our mission of simplifying our travellers’ life.

We are the European market leader in the online travel and leisure industry. Our company consists of well known brands like lastminute.com, Bravofly, Rumbo, Volagratis and Jetcost. More than 10 million customers worldwide discover and book their trips through our mobile apps or websites which are available in 15 languages across 35 countries.

We are a technology company at our core. We build and develop our own scalable and resilient platforms to support an ever growing number of customers.

Job Description

An exciting new opportunity in our Service Management Team dedicated to provide the governance and processes designed to maximize site and operational stability and availability. The candidate will be required to challenge the status quo proactively, and to work with all areas and levels of the business to design process solutions that maximize the efficiency of the Group.

The Service Management team is a global team that works alongside the global tech teams and business units in order to ensure production releases and changes are fit for purpose. We also strive to detect, record, progress, notify and resolve incidents as swiftly and as efficiently as possible.

Being technically focused is not an essential requirement for this role. If you have a natural disposition for driving improvements and providing value across the organization, then this role will provide the opportunity and support for you to do so.

Key Responsibilities

  • Manage and facilitate all Service Delivery processes

  • Provides effective interface with users ensuring all diagnostic information is ready for error resolution and incident analysis.

  • Work together with teams across all levels of the organisation to embrace the ITSM best practices (changes, incidents and problems management)

  • Removing all obstacles to customer satisfaction and/or financial performance

  • Communicating across organisational boundaries – from engineers through to senior managers, and collaborating with senior management on achieving delivery targets

  • Generates statistical service reports on logged issues and changes.

  • Ensuring all stakeholders are aware of changes and are prepared

  • Delivery policies, processes and procedures and spread their value

  • Occasional Coordinate maintenance required with 3rd party vendors and internal teams.

  • Initiating the procedure for handling detected incidents, including recording basic details of the incident (symptoms, basic diagnostic data, etc.)

  • Assisting in the investigation of problems and other requests for support, monitoring progress of requests for support

  • Making initial diagnosis of any problems and advising on known solutions, where applicable, providing information on updates, known errors, changes in availability, new facilities, etc.

  • Maintaining and updating incidents records throughout the incident life cycle

  • Providing creative solutions to resolve business problems via customer requirements based on system capability, process gaps (ITSM/ITIL) and cultural challenges.

  • Capability to recognize and note problems and poor performance trends to be addressed with assistance from more senior colleagues where necessary, to improve performance and to avoid recurrence of the same problems

Qualifications

Skills and Experience

Essential

  • Minimum 3 years relevant work experience Technical background ideally in ITSM

  • Proven team player and team builder

  • Excellent communication skills (both written and verbal) around facilitation skills, issues and opportunities

  • Services and IT Knowledge of Systems management platforms, Service Management solution, ITIL

  • Working knowledge of Ticketing and Change management tools (e.g. Jira, ServiceNow)

  • Excellent documentation skills and attention to detail

  • Ability to deliver technical presentations competently

  • Ability to understand and deliver services which are provided on a 24x7x365 basis

  • Ability to work proactively and under pressure

  • Proven decision making skills

  • Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks

 

Desirable

  • Strong understanding of software development lifecycle and IT infrastructures.

  • Good understanding of Agile methodologies

  • ITIL Foundation, V2 or V3 Certification

  • Must be open to other’s ideas, strategies, etc., as part of a decision making team

  • Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity

  • Availability for occasional travel required in Europe.

Additional Information

Abilities/qualities

  • Able to work in a fast paced production environment

  • Able to handle multiple tasks and projects with various and changing levels of priority

  • Highly self-motivated, uses initiative and “go to” problem solver.

  • Good relationship builder and able to position the role as a key ally, support and help to delivery teams

  • Able to influence at all levels of an organisation

  • Able to work to tight deadlines whilst maintaining a can-do attitude

  • A passion for the web and the potential of eCommerce

  • Willingness to go beyond the call of duty to get things done, and make things happen

  • Committed to, and actively works towards, continuous self-improvement and growth of others around him/her

  • International standing and presentation

  • High level of interpersonal and negotiation

  • Providing training and mentoring to other members of the ITSM team

  • Conduct communications to build long-term client relationships within departments/divisions and with middle level contacts in partner and vendor

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