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Incident and Problem Manager
3 months ago
Job Description:
We are looking for an IT Incident and Problem Manager to come and support our wider IT Service Delivery function and assume day to day responsibility for overseeing the response and management of Major Incident that have significant impact to our business operations and production services. You will lead multidisciplinary teams to coordinate IT Incidents from identification through to resolutions and then follow up with root cause analysis. You will also being responsible for owning and Implementing our IT Problem Management process, taking a proactive approach to identifying and managing ongoing IT Problems and ensuring management through to completion.
You’ll make recommendations for improvement, help to improve service standards by using and building a comprehensive knowledge base, sharing best practice and liaising with customers (internal and external) to provide excellent service for our customers across the region.
Main Duties & Responsibilities:
The IT Incident and Problem Manager will own the IT Incident and Problem process and end to end and be responsible for:
Major Incident Management
- Coordination of all Priority 1 and Priority 2 Incidents
- Chairing Major Incident Bridge calls for all active Major Incidents
- Incident Impact and Priority assessment
- Ensuring Service restoration as soon as possible
- Ensure all stakeholders are aware of Major Incidents and the business are kept informed of progress at the appropriate intervals
- Ensure that RCAs are completed and distributed for all business impacting Incidents
- Ensure all remediation tasks are completed and lessons learned are followed through to completion
Problem Management
- Management of all IT Problems and Known errors
- End to end process ownership
- Take a proactive approach to identifying and managing ongoing problems through various channels including trend analysis
- Ensure all problems are managed and seen through to completion
General Responsibilities
- Work with the Service Desk team leaders to identify trends in Incidents and reduce Incident volumes
- Work with the Release and Change Manager to ensure Service stability and protection through production changes and deployments
- Work with key stakeholders across the business to reduce Incidents and Problems
- Create and distribute weekly and monthly Incident and Problem Reporting
- Chair monthly Incident and Problem review and prioritisation meetings
- Chair the Month RCA authority board
Knowledge, Skills, Qualifications and Experience:
- Demonstrates a clear knowledge of Incident & Problem Management, with practical experience in assessing, analysing, developing, documenting and implementing Incident processes and procedures
- Demonstrates a clear knowledge of Service Delivery Management standards & practices. Applies these standards & practices.
- Excellent written and oral communication skills
- Customer Service experience
- Planning and organisational skills
- Modelling to support operational performance management and information decision making
- Knowledge of IT Systems, processes and concepts
- Experience working in a Service Management environment
- Experience working in a role responsible for Operational IT Service
In return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.
Your package will include:
* Competitive Salary and pension scheme with life assurance
* 25 Days Holiday (plus 8 statutory Bank Holidays)
* Holiday buy-back scheme (5 additional days available)
* Employee Assistance Programme supporting wellness with immediate access to:
1. GP consultation and second opinions
2. Mental health support
3. Financial and Legal support
4. Wellbeing and healthy living support
* Employee referral scheme with financial reward
* Cycle to work scheme
* Professional Membership and Study Sponsorship
* Pass scheme (£100 to undertake training of your choice)
At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.
If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.
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