Summary of Role

Raytheon UK has an opportunity for an experienced IT Incident & Problem Manager to join the Service Management team and hold accountability for the major incident, incident, event and problem processes. In addition the holder of this role will work closely with members of the Service Desk and Desktop Support teams to identity items which can be moved from the third line support teams in order improve the overall speed of resolution.  The IT Incident and Problem Manager will also act as the major in incident manager to manage the coordination and communication of major incidents within the UK IT function. The function is responsible for the delivery of IT services to all UK based divisions to successfully enable our expanding business and assure operational delivery of critical IT services.

Main Duties

• Develop and maintain the Major incident (P1), Incident, Problem and Event Management processes within IT.
• Support the improvement of IT services and service levels through the identification and resolution of problems and through better integration and efficiency of the incident and even processes.
• Execute the Major incident (P1) and Problem process within IT, influencing support teams to ensure appropriate resolution and performance metrics are met.
• Develop and maintain service level reporting, trend analysis, KPI’s and supporting collateral.
• Oversee and drive process improvement and automation to drive down incident and problem recurrence.
• Work with support teams to identify items to ‘shift left’ to the Service Desk and Desktop Support teams to speed up resolution.
• Own the known errors database and manages long term lifecycle and reporting of those.
• Conduct and provides major incident reviews including lessons learned and root cause analysis.
• Track improvement actions relating to major incidents and problem reviews and provide metrics on the effectiveness of the outcomes.
• Provide communication to IT colleagues during the major incident and problem lifecycle.
• Influence locally based colleagues and global counterparts, creating trusted relationships and driving higher levels of engagement with our colleagues and customers.

• Meet IS assurance, governance and policies to ensure we operate with confidence, through effective maintenance of secure and stable IT platforms for the business, adherence to company security, accreditation and audit requirements.
• Proactively identify and manage risk via Risk Registers.
• Maintain consistently high levels of satisfaction as measured by regular surveys including net promoter feedback, post implementation, and formal annual surveys.
• Deliver cross functional improvement projects were applicable utilising the Raytheon CORE methodology.
• Collaborate with colleagues towards achieving strategic, departmental, and business objectives.
• Identify development opportunities for yourself and against the Raytheon Behaviours and Team Effectiveness Models.
• Work with toolset owners to develop Self Service capability tools such as self-help, support guides, FAQ’s Wiki Pages etc…
• Carry out any other operational duties as reasonably required.

• Proactively report and progress incident and problem resolution through collaboration with supply side competency centres.

• Maintain effective internal customer alignment through a strong understanding of your customers and their strategies, environments and support requirements and match the service delivery and development accordingly.
• Create a Service Improvement Plan for your service area and ensure this is clearly understood and communicated to peers and customers through regular Service Review meetings and events.
• Maintain Service quality levels, overseeing diverse and complex customer service events that require drive and focus to resolve.
• Meet IS assurance, governance and policies to ensure we operate with confidence, through effective maintenance of secure and stable IT platforms for the business, adherence to company security, accreditation and audit requirements.
• Collaborate with colleagues towards achieving strategic, departmental, and business objectives.
• Influence locally based colleagues and global counterparts, creating trusted relationships and driving higher levels of engagement with our colleagues and customers.
• Carry out any other operational duties as reasonably required.

Demonstrable Skills and Levels - SFIA Foundation Definitions

• Autonomy - Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.
• Influence - Influences customers, suppliers and partners at account level. May have some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives.
• Complexity - Work includes a broad range of complex technical or professional activities, in a variety of contexts. Investigates, defines and resolves complex issues.
• Business Skills - Selects appropriately from applicable standards, methods, tools and applications. Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets. Rapidly absorbs new information and applies it effectively. Maintains an awareness of developing technologies and their application and takes some responsibility for driving own development.

Candidate Requirements

Essential

• Proven experience of developing, maintaining, improving and managing incident and problem management lifecycle and associated processes and procedures.
• Experience with performing and coordinating root cause analysis and trend analysis, using established data techniques to ensure service delivery meets agreed service levels.
• Ability to operate in a manner consistent with the Raytheon Competency framework.
• Ability to demonstrate a challenger profile, balancing courage and confidence with pragmatism.
• Proven track record of ensuring appropriate action is taken to anticipate, investigate problems and coordinating the implementation of agreed remedies and preventative measures.
• Demonstrated ability to quickly understand complex business issues and technical systems.
• Demonstrated experience in preparing and managing of the KPI reports and SLA metrics
• ITIL qualifications and practical application experience within a service centric organisation.
• Excellent communication skills - written, verbal, presentation and influencing, at all levels within an organisation.
• Bachelor’s degree in Information Technology, Engineering, Science, or Mathematics.
• Previous experience working in a complex, highly regulated environment such as defence.
• SC cleared or the ability to become SC cleared.

Desirable

• Professional IT technical certifications (MCSE, CISSP, Cisco, etc)
• Experience of service management tool sets

About Raytheon UK

With facilities in Broughton, Waddington, Glenrothes, Harlow, Gloucester, Manchester with presence across other customer sites also. Raytheon UK is invested in the British workforce and the development of UK technology. Across the country Raytheon UK employs 1,700 people and supports 8,000 jobs. As a prime contractor and major supplier to the U.K. Ministry of Defence, Raytheon continues to invest in research and development, supporting innovation and technological advances across its core mission areas Weapons & Sensors, and Cyber, Space & Training.
 
Raytheon UK is a landed company, part of the Raytheon Technologies organisation and sits within the Raytheon Intelligence & Space business