About the Role

The successful candidate will be working as an individual within a team to ensure that for all high priority incidents and Problem tickets, service is swiftly restored and stabilized with risks and issues mitigated.
 
The Major Incident and Problem Manager will be accountable for the lifecycle of all high priority incidents and associated communications; this includes the declaration of a critical incidents, ownership of incidents through to resolution, and follow on root cause investigation and fix implementation.  The successful candidate will be required to communicate to all stakeholders regarding the status of a Major incident or Problem tickets, so must be comfortable, confident and effective with written and verbal communication to all levels of stakeholder.
 
The Major Incident and Problem Manager will be required to prepare and run Major Incident Reviews, Major Problem calls, Problem closure calls, Vendor meetings and Supplier calls, so must demonstrate a good level of analytical and report writing skills to ensure all reporting is accurate, descriptive and targeted to achieve the CSI that the team is striving to deliver.
 

About You

We are looking for a proactive, business minded and self-motivated individual who is looking to join a growing team.

What you’ll need

·         ITIL Foundation qualification/knowledge, or equivalent

·         Excellent working knowledge of service management processes (Incident, Problem and Change Management)

·         Exceptional communicator, a sound influencer with the ability to communicate at all levels

·         Good customer service skills, and able to proactively manage customer expectations.

·         Strong time management and efficiency skills, organized and delivery focused, good planning skills, and process driven

·         Ability to work on own initiative rather than to a strict process

·         Strong report writing and analytical skills

·         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

·         Ability to manage and resolve conflict and able to work effectively at all levels of the organization

·         Knowledge and experience of corporate service management toolsets in order to assess/ determine business impact of incidents

·         Able to work collaboratively with teams from other disciplines

·         Balance of high standards and pragmatism to get a job done, whatever it takes

·         Ability to step up when needed and offer support even when outside normal hours if required

·         Ability to step is as deputy to supervisor when require

What we’ll offer you

·         Private medial cover

·         Excellent pension

·         Remote working

·         25 days leave, increasing by 1 day per year up to a maximum of 30 days, excluding public holidays

·         Competitive salary

·         Training allowance