MAJOR INCIDENT & PROBLEM MANAGEMENT SENIOR SPECIALIST, AMERICAS 

About Us  

WSP is a global leader in engineering and professional services.  We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide.  In order to achieve the priorities and enablers defined for IT Services in support of the business strategy, IT is undertaking a global transformation program.  This role is part of the Americas Hub, reporting to the IT Service Manager. 

Position Summary  

The Major Incident & Problem Management Senior Specialist coordinates the operational response to a significant unplanned event or service interruption to restore service to its operational state and also manages the lifecycle of all problems that happen or could happen in an IT service.  Whilst these roles are distinct, they may be interchangeable. 

Job Responsibilities: 

Responsibilities of this role include (but are not limited to): 

Through adherence to defined proactive and reactive Problem Management processes, work closely with operations teams to ensure focus on removing Known Errors from the environment, in parallel with their other work activities.  Hold teams to account and track Known Errors to ensure these are being removed in a timely manner. 

Ensure trends are being identified proactively and addressed through Problem Management to reduce the likelihood and impact of Incidents affecting business productivity. 

With increased focus on first contact resolution and improved user-experience, ensure Knowledge, Known Errors and Workarounds arising from Problem Management activities are captured and documented via defined processes. 

Manage Major Incidents with authority and leadership to achieve speedy resolution of Major Incidents and to ensure the smooth and timely transition from Major Incident to the Problem Management phase for root cause analysis. 

Ensure effectiveness of Major Incident Management handling across all operations teams by running the Major Incidents, coordinating resources and suppliers, establishing, and defining the frequency of ‘Bridge’ calls, and providing ownership on those calls as well as making sure that hand-offs are effective for 247365 cover.  Address gaps as necessary. 

Assess the impact and urgency of Major Incidents to ensure the priority is correctly set and escalation is timely and appropriate within SLA targets. 

Leverage technical knowledge and experience to contribute to the Major Incident recovery process and to assist teams in identifying solutions and/or workarounds to ensure timely restoration of service to customers. 

Create and distribute Root Cause Analysis reports post Major Incident with particular focus on recommendations for service improvement and the removal of Known Errors. 

Ensure effective Major Incident communication is in place and effective using standardized templates for consistency (for both IT and end-user communications). 

Make sure the escalation path for when a Major Incident becomes a crisis is clearly understood and followed. 

Through local governance and by preparing detailed operational metrics analysis, (using PowerBI dashboards as the single source of truth), highlight operational gaps and issues that require focus, ensure these are addressed as required in alignment with ITSM practices. 

Where processes and/or operating procedures may need adjusting to drive improvement, raise as required to ITSM Practices and provide feedback/inputs as necessary. 

Support transitional activities as required as operations are internalized. 

Skills and Qualifications: 

Required  

A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard. 

5-10 years of experience working in an ITIL aligned operational role (Major Incident Management, Problem Management or similar). 

Solid knowledge and experience of ServiceNow. 

Proven ability to get inter-disciplinary and multi-vendor teams to work together effectively. 

Enthusiasm and dedication to drive continual improvement and, or change. 

Excellent analytical and communication (both verbal and written) skills. 

Experience of working to (and exceeding) Service Level Agreements. 

Process orientated with a methodical and planned approach to achieving goals. 

Ability to quickly gain the confidence of the business and colleagues through building efficient working relationships and by exhibiting assertiveness and through excellent communication and influencing skills. 

Be comfortable with ambiguity, thrive on change and engender a collaborative approach. 

Act as an advocate for the IT Organisation both externally and internally. 

Excellent written and spoken English is required, with additional competency in French or Spanish as an asset. 

Preferred  

Bachelor’s degree in Information Technology or a related field. 

WSP Benefits

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Compensation

Expected Salary (all locations): $100,000 - $140,000

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

www.wsp.com

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.