Major Incident and Problem Manager

Job Description

Major Incident and Problem ManagerConcept: Supply Chain Location:UK remoteSalary: £45,000pa plus £5,000 car allowanceWe are working with a global supply chain business that provides food and beverage into healthcare, wholesale, hospitality and education. We are looking for someone that will be responsible for end to end management of all major incidents and problem records.INCIDENT MANAGER KEY RESPONSIBLITIES:

• Assessing business impact and urgency, declaring major incidents and triggering business continuity procedures or disaster recovery as applicable
• Managing and overseeing service restoration or impact reduction (implementation of workarounds); running Major Incident Calls.
• Ensuring timely Service Provider engagement (cross-tower, external, etc.)
• Providing end-to-end appropriate and timely outage and business communications;
• Participating in post mortem meetings and driving Service Providers and resolver groups to identify root cause including well defined corrective/preventative action plans
• Acting as an escalation point for Service Providers where resolution ownership is disputed
• Provides technical and process guidance support for resolver groups and Service Providers
• Provides guidance and assistance to Service Providers to ensure a globally consistent approach to the Major Incident Management process
• Ensuring customer business interests are maintained over and above those of any specific Service Provider
• Collaborating with Service Provider teams, Service Managers, Incident Managers, and Change Managers to ensure effectiveness of the Major Incident Management Process.
• Developing and owning all major incident management reporting
• Managing problem record lifecycle by ensuring that Problems are identified, recorded and tracked to resolution in line with agreed resolution plans;
• Pro-actively identify operational issues and trends, raise proactive Problem records;
• Providing appropriate reporting and drive resolution working directly with Service Providers and resolver groups;
• Monitoring problem management performance metrics and Key Performance Indicators (KPIs);
• Scheduling, owning, participating and facilitating in problem management meetings with focus on recent major incidents, RCA status, corrective actions, incident trending, and operational issues.
• Building a Known error and knowledge base to constantly drive forward improvement
• Developing and own Problem Management reporting

Who will you be as an Incident Manager

• Understanding and experience of ITIL, particularly Incident, Request and Problem Management;
• An understanding of the technologies involved in the provision of IT services in a complex operating environment, especially highly available and resilient systems;
• A strong background in customer service and proven relationship management skills;
• Excellent communication skills;
• Reporting on pro-active and reactive trend analysis;
• Reporting to all levels on summary and progress reports;
• Strong time management and efficiency skills, organised and delivery focused, good planning skills, and process driven
• A team player but with the ability to work on own and under pressure
• Able to negotiate in difficult situations to reach a successful conclusion
• Adaptability, flexibility and the ability to deal with ambiguity associated with working in a fast-paced environment
• Influencing others without having direct authority
• Demonstrate strong commitment and drive for results
• The ability to work independently and under pressure

Desired:

• ITILv3 Service Management Foundation Certificate (or equivalent);
• Knowledge of service management tools

If you are keen to discuss the details further, please apply today or send your cv to Get social.http://https://COREcruitmentDOTcom/Tweet us @COREcruitment