Incident and Problem Manager (temporary maternity cover, eligible for graduates as well)

Would you like to act as internal incident & problem management "policeman/woman" and client's advocate on IT service he is getting?

[Story / sample case]: A SwissRe HR administrator is using on daily basis an HR application for his work; or a Claims specialist an expense processing application. They are having issues in some of the applications and need to open tickets to IT teams to fix them. IT function takes over, solves the issue and HR admin, Claims specialist (or any other internal application user) can continue to work with the application. But … sometimes the user is not satisfied with having repetitive issue he/she needs to address, sometimes the user is not satisfied with the resolution/response time based on issue priority, or with the quality of the answer.

It is YOU who can change this by controlling the IT service quality according to the company standards and having satisfied internal customer.

HOW do you do that? 1.) You help the 1st level support team / service desk to have enough information for solving basic customer's issues 2.) You evaluate how good job does the IT service provider (2nd level support) do and if that is aligned with agreed KPIs/SLAs 3.) You point to potential improvements of provided IT service and identify repetitive problems to address the need of a permanent solution

WHAT do you do:
- Manage internal incident and problem management process for SwissRe Operations applications is followed correctly (evaluate related KPIs measurements).

WHO do you work with:
- Applications Managers (inside the team) relying on your analysis of repetitive issues and concerns from endusers
- IT support team (external provider) – checking and communicating KPI measurements and identify next actions
- Internal customer – application user expecting none or minimum problem when working with an application
- First level support team (service desk)

Your activities will cover:
- Daily follow ups on high priority tickets in available dashboards whether they are getting proper attention by the external IT support team
- Daily check on overdue tickets in the ticketing system (if they are set up correctly in ticketing system and next action is planned), and addressing where needed
- Monthly check on various KPI's / criteria based on random tickets sample and communicating the results to external IT provider representatives
- Adopting global processes for the usage on team/division level
- Driving a ticket resolution by the external IT support team in case customer is not satisfied with the solution / problem is still persisting
- Monthly data evaluation of customers satisfaction survey, elaborate on customer feedback for individual tickets in case the feedback does not contain sufficient information
- Analyze repetitive incidents and address the findings and need for innovative solution to responsible counterparts
- Acting as facilitator for involved IT functions in case coordination is required to reach a solution for the internal customer
- Maintain and coordinate updates in available documentation

About the Team

Customer Experience and Digital Delivery (CEDD) is mandated to shape and improve customer experience and drive the digital transformation within Group Operations, beyond traditional silos and across divisions, services and touchpoints. In addition, the unit delivers managed customer care services on behalf of Group Operations divisions through multiple channels and acts as a single point of contact for customers through the ContactOne portal and a central service desk for all Group Operations services.

The Operations unit consists of teams that drive the continuous improvement of Group Operations services together with the respective Service Delivery Units within our partner organisations. Also, they operate a diverse portfolio of IT applications with the objective to seamlessly integrate these into the end-to-end service offering of Group Operations towards our customers. To do so, the Operations team extensively collaborates and appropriately involves other units within CEDD (e.g. Customer Experience & Analytics) and directly interacts with representatives/SMEs from our partners.