IT Incident

5 days ago


London, United Kingdom Experis LTD Full time

**IT Incident and Problem Manager**

**Central London - £70,000 - £80,000 + Benefits**

**Insurance**

We have an exciting opportunity with one of our clients, a world leader in reinsurance. They stand for exceptional solution-based expertise, consistent risk management, financial stability and client proximity.

**Overview**:
As an Incident and Problem Manager, you will have the ability to make a significant impact to the organisation by supporting ongoing incidents through to resolution.

You will work with the wider team to enable service restoration including classification, prioritisation and documentation of major incidents by driving of task forces and communication of results according to global process guidelines.

**Role Responsibilities**:

- Tracking of delivery issues and identified mitigating actions across IT Services, IT Providers and other IT Units derived from Incident and Problem records
- Management and monitoring of operational key metrics (SLAs, KPI trends) and identification of adjustments from a customer resp. user perspective
- Real-time stakeholder communication of major incidents
- Proactive identification of performance deterioration (Proactive Major Incident
- and Problem Management)
- Driving of root cause identification and tracking of permanent fix implementations or continual service improvements
- Continuous collaboration with Service
- and Application Owners and ITIL Global Process Owners, regarding performance issues, scheduled service improvements and planned activities
- Providing support with the implementation of agreed remedies and preventative measures incl. reporting regarding the current state of incidents and problems.
- Provision of IT service reports i.e. incident statistics, problem management data and root cause analysis for operational reviews

**Experience required**:

- Wide operational Major Incident and Problem Management experience in a global IT environment.
- Practical knowledge of Change Management processes
- Experience in managing external service providers
- ITIL knowledge (at least Foundation, ITIL Expert V3/ Managing Professional V4 desirable)
- Practical project management experience
- Outstanding ability to think in a global meta-organizational, networked manner
- Strong planning, coordination and organizational skills
- Self-confidence, assertiveness, commitment

**Desirable**:

- University Degree and/or relevant professional qualification
- ITIL Foundation and Asset/Configuration Management certification
- Service Now Asset/Configuration Management certification
- Fluent in English

If you have the relevant skills and would like to apply, please follow the link provided.



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