ITIL Incident/Problem Management Controller

Are you a Problem Management Controller looking for a new opportunity

Do you enjoy collaborating with teams to solve complex problems and deliver innovative solutions

Join our Digital Technology team

Our Digital Technology business provides intelligent, connected technologies to monitor and control our energy extraction assets. We provide customers with the peace of mind needed to reliably and efficiently improve their operations. Our team creates business value through continuous improvement in up-time, resilience, performance, time to market, security and compliance.

Partner with the best

As an ITIL Incident/Problem Management Controller, you'll be a key agent supporting the successful sustainability and operability of the global ITIL Incident and Problem Management programs across the enterprise. It include driving essential and effective delivery of incident response and mitigation practices daily, ensuring adherence to the Incident Management process, and contributing to reporting of Incident Management metrics.

As a ITIL Incident/Problem Management Controller, you will be responsible for:

Leading cross-functional teams to track problems within our environment and identifying areas of opportunity to improve the quality of product and service by applying preventative measures

Ensuring incident response procedures are followed to mitigate severe impacts. Enforce Incident Management policy and processes; notify participants when standards and procedures are not being followed

Reviewing and analyzing Incident Management metrics and report metrics to management. Work with suppliers to ensure adherence to Incident Management policy and processes

Identifying Incident Management process improvements where applicable. Monitor functionality of Major Incident Management and Problem Management modules in ServiceNow

Coordinating and manage Incident Management support from the Service Desk, DT groups, and suppliers during critical incidents.

Ensuring all appropriate groups are working on restoring service in a timely manner. Notify, escalate, and communicate to senior management and impacted stakeholders the existence of service impacts when required and follow-up notifications

Contributing to 24x7x365 coverage of severe incident response. Ensure timely and accurate handoff of problem and outage records

Fuel your passion

To be successful in this role you will:

Have Bachelor's degree and/or minimum of 3 years progressive IT Operations experience in supporting large IT environments.

Be able to work normal business hours, but also provide Global support when needed; able to work independently in a remote working environment

Have High level of personal initiative (high level of motivation/self-starter; ability to work independently as well as collaborate in teams)

Have Experience with ITIL processes, especially the Incident and Problem Management areas

Have High degree of creative ability, analytical and technical skills, and independent judgment

Have ability to translate technical and/or complicated process information into clear, concise language appropriate for various target audiences (customer, management, senior leadership, technical groups, etc.)

Have Ability to work well in a matrix/cross functional environment and under stress with ''time-critical'' deadlines and expectations

Have Strong familiarity with ServiceNow. Communications and presentation experience with senior-level management and key stakeholders

Have ITIL Foundations Certification or accredited in ITIL v4 Service Models. Have Previous role assignment as an ITIL Incident or Problem Management Controller or Coordinator is desired

Have Five years of experience with ITIL Incident or Problem Management. Have Experience applying ITIL v4 Incident and Problem Management concepts in a global large-scale Service Management environment

Have Familiarity with other ITIL areas such as Change Management, Configuration Management, Security, Continuity Management, Help Desk, etc.

Work in a way that works for you

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working with us

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

Working for you

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:

Contemporary work-life balance policies and wellbeing activities

Comprehensive private medical care options

Safety net of life insurance and disability programs

Tailored financial programs

Additional elected or voluntary benefits

About Us:

We are an energy technology company that provides solutions to energy and industrial customers worldwide. Built on a century of experience and conducting business in over 120 countries, our innovative technologies and services are taking energy forward – making it safer, cleaner and more efficient for people and the planet.

Join Us:

Are you seeking an opportunity to make a real difference in a company that values innovation and progress Join us and become part of a team of people who will challenge and inspire you! Let's come together and take energy forward.

Baker Hughes Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

R117440

Full time