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We are currently seeking an experienced professional to join our team in the role of Senior Consultant Specialist.

Business: WPB Technology

Principal responsibilities

Ensuring 24/7 availability of critical enterprise applicationsWorking with Digital, Non-Digital teams and third parties to assist with the identification, classification and prioritization of Production Incidents. Working with technical teams to ensure that root cause of incident is found as a priority and that actions are documented, assigned and tracked to meet SLA.Document incident and problem management reviews ensuring that all interested parties are invited to incident retrospectives. Daily management of the incident and problem ticket queues to ensure all open and aging tickets are being worked. Overseeing complex problem cases and associated actions to ensure teams are progressing and collaborating at all times. Ensuring that problem resolutions are implemented through the appropriate change management policy.Identifying trends and patterns of incidents and triggering reviews of these cases with the technical teams.Validate that problems have been documented correctly and contain accurate information. Quality check outage records to ensure that impact has been recorded accurately. Ensuring the problem management process encompasses adding new errors in to the Known Error KB. Producing regular and adhoc problem and incident management reports ensuring that the information is delivered within the agreed timescales. Input to the Service Improvement Initiatives, Major Incident Reviews and any adhoc Incident Retrospectives.Co-ordinate and promote the effective functioning of problem management activities across Digital Support teams and other teams we connect with.Ensure incidents and problems tickets are up-to-date working across Digital teams to ensure good ticket managementEnsure all technical and non-technical documentation is up-to-dateDesign, Author and Contribute to management reportsDrive Technology modernization initiativesConduct Release Readiness reviews and Milestone Reviews