Bring your career aspirations to life with AIA!

This role will be an integral part of the team to support Incident and Problem Management.

Responsibilities:

Process

• Defines policies for the organization regarding the process

• Owns the process and supporting documentation for the process from a strategic and tactical perspective

• Approves all changes to the process and development of process improvement plans

• Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process

• Promote and reinforce adherence to the process and policies associated with Incident & Problem Management

• Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized

• Ensure the design of the Incident process aligns with the business and industry best practices

• Works in conjunction with Continual Service Improvement (CSI)

Incident Management

• Effective implementation of the Incident Management (including Major Incident Management) process and carries out the corresponding reporting

Problem Management

• Lead the process around the following topics

- Problem detection

- Problem logging

- Problem categorization o Problem prioritization

- Problem investigation and diagnosis

- Creating a known error record o Problem resolution and closure

- Major problem review

• Drive problem management to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.

• Meet with Problem Owner to review process and procedures

• Accountable for the formal closure of all Problem records for their support area

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.