Major Incident & Problem Manager

£50,000 | Coventry | Permanent
Posted 3 months ago

Major Incident & Problem Manager (permanent)
£50,000 Base salary benefits

The role is a key member of the service operation function with responsibility for providing industry leading incident and problem management support.

The Incident & Problem Manager will be responsible for ensuring that incidents, major incidents and problems are managed and controlled in a professional and consistent manner across all levels of information services. In this capacity, the person in this role will need to display leadership and assertiveness to ensure global conformance across all levels of support.

Because my client operates across a number of countries, the Incident & Problem Manager will liaise with IT resolver groups within and outside UK, and may therefore be required to periodically start early or work late in the day in order to ensure coverage of support.

Job Core Responsibilities

Provide SME knowledge and experience across incident management, major incident management and problem management.
Be the primary point of contact for the management and control of global major incidents.
Own the incident and major incident process. Ensure that all documentation is fit for purpose, available to those involved with the process, is understood and actively followed.
Own the problem management process. Ensure that all documentation is fit for purpose, available to those involved with the process, is understood and actively followed.
Put in place controls to measure and report on the ongoing effectiveness of the incident, major incident and problem processes, including performance of resolver groups involved with incident eradication, root cause investigation and solution provision.
Continuously own and drive the management, reduction and optimisation of incident and problem queues and service level achievement across IS teams.
Identify, own and manage opportunities for improvement to incident management, major incident management and problem management across .
Ensure the close alignment of incident and problem management processes to ensure that incident trends and repeating issues are effectively progressed through to root cause identification and eradication, known errors identified and published.
Ensure that all major incidents are managed in a consistent and professional manner, including the timely production and publication of appropriate communications to key stakeholder groups, coordination of restoration activities across resolver groups and post incident closure reviews and reporting.
Analyse incident data and produce high quality management information to identify patterns and trends.
Formulate proposals and work with stakeholder groups to drive improvements in service and incident reduction.
Host and chair major incident reviews, problem reviews and process governance meetings. Ensure that meeting minutes are issued and actions progressed to a successful conclusion.

Job Specifications

Proven experience in managing incidents and major incidents across large, complex global organisations.
Managing and coordinating third party service providers during incident resolution and escalation.
ITIL v3 Foundation qualified.
Strong knowledge of problem management, including the interrelation and integration points with incident management.
Excellent communication skills - written and verbal. Ability to converse with all levels of the organisation.
Experience of using ServiceNow for incident and problem management, query formulation and reporting.
Ability to share information, coach and mentor staff in the incident

For more information about this role, please contact:

Andy Banks
01442 509 072

See Andy Banks's jobs
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