Incident & Problem Manager

Job Description

Role Purpose:The Major Incident Manager coordinates service restoration efforts and is accountable for all communications around a major outage, working to 15 minutes response times and 2- or 4-hour service restoration SLAs. Typically, this involves chairing conferencecalls and using other modern communication tools to enable efficient information exchange.The Problem Manager uses a modern ITOA toolset and an ITIL-based process approach to identify and remove errors impacting client operations, delivering productivity gains and cost saving as incident volumes decrease. Where errors cannot be fully removed,the problem manager establishes workarounds that minimise impact and document them in a knowledge base.Reporting to the Team Leader Major Incident & Problem Management, the role has direct client interaction and may involve occasional business travel. The team operates with a 1:4 rotation for out of hours cover 365 days per year.Responsibilities/Accountability:Problem Management:

• Carry out regular trend analysis on a six-month data set to identify errors.
• Manage the full life cycle of problem records.
• Deliver double digit reductions to incident volumes for supported accounts.
• Use ITOA tools to understand actual user experience.
• Maintain known error records and knowledge base.
• Assist with shift left opportunity identification.
• Maintain problem records and tracker
• Chair weekly problem management calls.
• Drive efforts to ensure no major incident recurrence.
• Provide monthly problem management reports to Service Delivery.
• Document and communicate technical recommendations with supporting cost/benefit analysis.

Major Incident Management:

• Liaise with internal and 3rd party technical resolver groups to define and drive investigation and resolution actions
• Deliver stakeholder communications in line with agreed SLAs
• Set up and chair technical and customer facing conference calls for the purpose of driving resolution and maintaining communication
• Maintain required touchpoints with other ITIL functions such as Change Management, Knowledge Management etc.
• Author Major Incident Reports for internal and external distribution
• Build close partnership with service desk and resolver teams to drive process improvements

Skills/Experience

• Excellent verbal and written communications with proven report writing skills.
• Ability to adhere to governance standards and processes.
• Strong interpersonal and relationship building skills. You must be able to work as part of a team.
• IT knowledge (broad rather than deep) of IT systems and technology.
• Data analysis experience and structured approach to problem solving.
• Strong Excel skills including pivot tables and experience using other Microsoft Office applications.
• Proven customer support experience in a large global IT service support environment.
• Experience with ServiceNow or another ITSM tool preferred.
• An understanding of Service Level Agreements and their application.
• Experience and understanding of ITIL process areas.
• Excellent customer service skills and an ability to listen and understand the customers requirements.
• Experience of working with technical staff and 3rd
• Previous experience working with senior client stakeholders (director or C-level).
• Ability to multi-task and priorities effectively.
• Willingness to travel and a flexible approach to working hours.

Qualification/Certification requirements

• 2 years experience in MIM and/or Problem Management
• ITIL certification preferred
• IT or business degree preferred
• Drivers licence preferred

Intelligent Resource is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.Should you choose to contact Intelligent Resource regarding this role or apply for it, all personal data you submit to us will be processed in accordance with our Privacy Notice which you can find on our website.