Major Incident & Problem Manager

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Job description

Major Incident & Problem Manager

Can be based from any UK regional office with hybrid remote working

£50,000-60,000 + benefits

Leading professional services agency is actively recruiting for an experienced Major Incident & Problem Manager to join a rapidly expanding team leading the management and reporting of all Incidents and associated Problems.

You will take the role of Major Incident Manager in the event of high priority Incidents and be responsible for driving the restoration of business technology services and solutions and looking to improve processes across Major Incident, Incident and Problem Management disciplines.

Key responsibilities for the position of Major Incident & Problem Manager

• Co-ordinates rapid response to major incidents and problems, ensuring that appropriate action is taken to investigate and resolve them, with minimal downtime to systems and services.
• Initiation and management of relevant war rooms to manage major incidents whilst in progress. Undertake post Incident Reviews. Ensure processes are followed to engage all parties in the delivery of resolution and Root Cause Analysis for all major incidents.
• As the Major Incident Management lead be accountable for the day to day relationship with the service support and delivery owners and their service performance that will deliver the end to end service needed.
• End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring business updates are timely and of sufficient quality, arranging discussions and updates as required.
• Contribute to capacity, availability, problem management, change management and knowledge management activities within the team, and undertaking Continual Service Improvements as a day to day activity.
• Analyses incident and problem reports and statistics to propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible incidents
• Coordinate all activities required to respond to incidents in compliance with SLAs and OLAs

Key experience required for the position of Major Incident & Problem Manager

• Proven problem-solving experience and root cause analysis utilising 5 Whys techniques or similar approaches
• Recent experience as Major Incident Manager within an Enterprise scale environment demonstrating strong analytical fault finding, diagnostics and troubleshooting skills.
• Previous exposure to ITSM toolsets, specifically Service Now with a clear understanding of how tools should be used to support incident management process activities.
• Possesses the specific technical skills required to deliver an effective incident and problem management function providing gap analysis and roadmap for continual service improvements
• Proficient in knowledge of IT infrastructure and software (hardware, applications, databases, operating systems, local area networks, Cloud solutions, etc.)
• Has a broad knowledge and understanding of IT concepts and architectures, coupled with proven experience of successfully managing incidents and problems
• Relevant ITIL intermediate qualifications, ITIL Expert desirable.