$ads={1}
At The Estée Lauder Companies (ELC), we believe that technology will power the future of beauty. Across more than 25 globally recognized brands sold in over 150 countries and territories, we use technology to reinvent and redefine how consumers worldwide explore and express their individual beauty. Infused throughout our organization is a passion for creativity and innovation and a desire to push the boundaries and invent the unexpected.
Our Digital Technology Centers are made up of talented individuals who exemplify ELC’s heritage of high performance, innovation, and family values. We’re looking for creators, leaders, and visionaries with the passion and imagination to shape the next generation of beauty products and experiences. We’re hiring technologists at all levels.
The Lead, Incident & Problem Management will belong to the IT Service Management Team as part of the wider Technology Operations Team.
She/he will have accountability for driving the strategy appropriate and timely Critical Incident, Problem, and CSI management and ensuring alignment with overall company priorities. The role will measure the performance of the processes in terms of their contribution to business performance; and be responsible for developing and managing appropriate service improvement initiatives to adequately support the IT infrastructure.
The role will work with the executive teams and vendors in the ecosystem to ensure proper adherence of the different teams to the process in scope. The role will serve as an SME and will actively work to improve the process based on input from the different stakeholders and own observations.
The role supports and guides global and regional teams on technology domains.
The successful candidate will move the organization to the next level of maturity and accountability for the Service Management Function.
This position is responsible for the orchestration and governance of the ELC Critical Incident, Problem, and CSI functions within the IT Service Management Team
This includes but is not limited to:
Responsible owner of the ELC Critical Incident, Problem, and CSI Processes.
Escalation points for owned processes in terms of adherence and operations.
Monitoring (Critical) Incident Occurrences to ensure near-immediate response by the support team
Ensuring restoration activities progress continuously with the right resources engaged
Overseeing the management of the appropriate and timely responses to Critical Incident reports according to agreed procedures and resolution activity
Addressing ad-hoc requests regarding the preparation, collection, and distribution of reporting and metrics for the organization related to all aspects of Critical Incident resolution and management
Ensuring proper ITIL standards are maintained as incidents spawn problem records; following up to ensure timely resolution of such related problems.
Ensuring the integrity of problem resolution in the information system lifecycle, including classification, prioritization, initiation of action, documentation of root causes, and implementation of remedies to prevent future incidents.
Ensuring that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
Coordinating and assisting in the implementation of agreed remedies and preventative measures.
Assisting with the handling of major incidents and identifying the root cause as overall ELC Process Owner.
Developing, managing, monitoring, and reporting Continual Improvement Plans and appropriate initiatives to adequately support the IT infrastructure in aligning with business needs and service strategies
Managing IT governance and optimizing technology’s role in the organization to impact business needs with respect to areas under this role’s control.
Ensuring strategies are in place to monitor and manage the performance of processes under the control of this role with respect to business performance and benefits to the business
Hold regular senior leadership reviews to provide visibility to the performance of the organization with respect to processes owned.
Oversight of Outsourced IT Provision with respect to owned processes.
Collaboration:
Collaborating with senior leaders to align service operations with the broader IT strategy
Coordinating with senior-level customers and project teams to ensure that the infrastructure is managed to provide agreed levels of service
Leading efforts to engage all levels of management in understanding and supporting problem resolution and enabling continuous improvement of IT systems and services.
Monitoring and gauging the progress of initiatives to implement agreed remedies and preventative measures for Critical Incident and Problem resolution and initiatives to implement processes and tool necessary to meet business needs
Establishing strong relationships with key stakeholders in service operations and service strategy.
Projects & Other Activities:
Leading and managing investigations of problems throughout the information system lifecycle
Leading and managing the deployment of resources to align with service operations for IT-related systems and services
Leading resolution initiatives and executing agreed remedies and preventative measures.
Managing the deployment of resources to align with the service strategy for IT-related systems
Representing Critical Incident, Problem, and Knowledge Management as well as Continual Service Improvement and providing analysis, recommendations, and input on high-priority initiatives
Working with New Vendors to onboard and ensure that in-scope processes are adopted.
Qualifications
Skills/Qualifications:
This individual must demonstrate the ability to assume leadership and project management responsibilities for influencing change across a diverse range of stakeholders.
Core Capabilities:
5+ years of experience in problem and knowledge management and/or service improvement in information systems and services, with increasing leadership responsibilities.
Possess the ability to influence up, down, and across the organization with the ability to interface with the senior leaders of the Firm.
Strong track record of driving operational improvements (design and build) to support IT strategies, able to lead/influence organizational change.
Specific experience and thought leadership in proactive and reactive problem resolution and service improvement through the use of innovative and progressive remedies and preventative measures.
Proven results in building, managing, and developing a high-performance work team and gaining credibility with multiple stakeholders.
Significant Service Operations experience presenting to the Board of Directors, CTO, and Other Top Executives.
Expertise in MS Excel, PowerPoint, Word, and Visio.
Job: Information Technology
Primary Location: Europe, Middle East, Africa-RO-B-Bucharest
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 2311584
