Incident & Problem Coordinator

5 months ago


Leeds, United Kingdom Bailie Group Full time

**About the CDS Technology team**:
We create and develop software that makes a difference to people’s lives. We work on projects that fit with the CDS core values of making a positive difference, and we feel good about our work.

Our hybrid working model is centred around a team delivery approach; meaning our people come first. Supporting each other to balance work and life is core to our success, so if it works for you and for the team we have a winning formula. We measure our successes by _what _we achieve in our working week, over when the work is done. Plus, with limited client site visits we really have adopted a flexible approach to project delivery which works for everyone.

**About the role**:
This role forms part of our Service Desk capability, managing Incidents, Requests & Problems in excess of 100 tickets per week, ensuring CDS provide a quality service where support tickets are managed in a timely manner to meet or exceed SLA’s.

**Responsibilities**:

- Responsible for co-ordinating Incidents, Requests and Problems across multiple clients, ensuring correct process and procedures are followed and Incidents, Requests and Problems are accurately recorded, updated, and resolved, wherever possible within agreed SLAs.
- Assess the priority of all Incident and Requests, based on impact and urgency.
- Performing triage steps to ensure the right information is gathered and that tickets are assigned to the most appropriate resolver group.
- Own and manage Incidents, Requests & Problems through an ITIL-based, ISO20000 certified lifecycle.
- Ensuring Incidents, Requests and Problems are updated effectively and in a timely manner so that customers are kept fully informed of progress, in accordance with applicable Service Management KPIs.
- Ability to lead technical discussions to derive positive outcomes for both the client and CDS.
- Monitor and manage alerts as part of the event management process.
- Co-ordination of Major Incidents, liaising between resolver teams, clients, and any other interested parties, ensuring regular Major Incident communications are sent.
- Create, prepare and distribute Incident and Problem Management documentation and communications including but not limited to:

- Major Incident Communications
- Local Work Instructions
- Major Incident Reports
- Root Cause Analysis
- Management Reports and Analysis
- Housekeeping and queue management of Incident and Problem records and their associated documentation within the service management toolset.
- Provide knowledge, support, and training to any relevant stakeholders.
- Identify opportunities and improvements for event monitoring.
- Ensure that customer service is consistently maintained.
- Monitor and analyse customer trends and feedback to identify opportunities for improvement.
- Interfacing with Change Management, Release Management, and Service Reporting processes.
- Assist in co-ordination of Incident and Problem records requiring Change or Release Management activities and associated transition to live.
- Contributing to Continual Service Improvement activities across the department and with customers.
- Maintain awareness of all contractual and ISO requirements to ensure compliance.
- Dealing with customer escalations as appropriate
- Other duties as reasonably requested.

**Requirements**:

- Minimum 2 years’ Service Management experience.
- Minimum 2 years’ Service Desk experience.
- Minimum ITIL V3 Foundation Certificate.
- Excellent communication and interpersonal skills.
- Strong analytic and Problem-solving skills (5 Whys, FMEA, Fault tree).

It would also be beneficial, but not essential to be/have
- ITIL 4 Foundation Certificate.
- Service Desk Institute (SDI) Management Certificate.
- Experienced in the support of Cloudflare.
- Experience in supporting Content Management systems.
- Experience in supporting Case Management systems.
- Experienced in Agile delivery.

**Vetting**:
Due to the nature of this role and the business, you will need to either currently hold UK Government clearance to a minimum of SC level and NPPV2 or be able to undergo and maintain this level of clearance.

**Hybrid & Homeworking**:
To ensure the health, safety & wellbeing of our employees we have minimum standards for homeworking environments which must be maintained. Further details available on request.

**Recruitment Agency Disclaimer**:
**In return we offer**:

- Attractive base salary
- 25 days holiday + public holidays
- Company pension and life assurance scheme
- Medicash health plan online GP access, support services & discounted gym membership
- Complimentary fruit, coffee, tea, and Friday drinks at the office
- Wellbeing events/services in Leeds office
- Cycle to work scheme
- Season pass loan for rail & bus travel
- A business focused on professional development and personal growth opportunities Smart, engaged co-workers and a culture of inclusion, innovation, and opportunity

**About CDS**:
CDS is an agency that enables str



  • Leeds, United Kingdom Bailie Group Full time

    **About the CDS Technology team**: We create and develop software that makes a difference to people’s lives. We work on projects that fit with the CDS core values of making a positive difference, and we feel good about our work. Our hybrid working model is centred around a team delivery approach; meaning our people come first. Supporting each other to...


  • Leeds, United Kingdom Bailie Group Full time

    **About the CDS Service Delivery team**: We're accountable for projects and services that makes a difference to people’s lives. We work on projects & with customers that fit with the CDS core values of making a positive difference, and we feel good about our work. Our working model is centred around a team delivery approach; meaning that creating a...

  • Problem Coordinator

    5 months ago


    Leeds, United Kingdom ASDA Full time

    Job Advert As a Problem Coordinator, you will be responsible for managing both proactive and reactive problems arising from incidents, conducting trend analysis, and finding effective solutions. You will collaborate and coordinate with other team members, both within the UK and internationally, including external vendors, to ensure problems are addressed...

  • Incident Coordinator

    6 months ago


    Leeds, United Kingdom TransUnion Full time

    TransUnion's Job Applicant Privacy Notice **What We'll Bring**: CyberScout is seeking a Incident Coordinator who will be responsible for working closely with consumer and breach clients, providing Client and Customer service, proposals, contracts, implementation and administration of breach services, and support clients throughout the process. **What...


  • Leeds, Leeds, United Kingdom DAZN Full time

    Incident Commander OpportunityWe are seeking an experienced Incident Commander to join the Global Live Operations team at DAZN. As a key member of our team, you will be responsible for driving the evolution of our Critical Incidents Technical Response Group, handling all incident types. Your role will involve managing the restoration of impacted services...


  • Leeds, Leeds, United Kingdom DAZN Full time

    Role OverviewWe are seeking an experienced Incident Commander to join the Global Live Operations team at DAZN. This is a challenging opportunity for a highly skilled and technology-focused leader to drive the evolution of the DAZN Critical Incidents Technical Response Group.Key ResponsibilitiesLead critical incidents, determining SMEs needed, identifying...


  • Leeds, Leeds, United Kingdom Netcompany Full time

    Netcompany is seeking a talented Major Incident/Problem Manager to drive forward our delivery capability and deliver optimum solutions to clients.The successful candidate will have considerable experience working with the ITIL Service Lifecycles in an ITIL-based Service Management environment and hold ITIL Foundation V4 or equivalent experience.The role...


  • Leeds, Leeds, United Kingdom Netcompany Full time

    Job Title: Major Incident/Problem Manager We are seeking a skilled Major Incident/Problem Manager to join our team at Netcompany.The role is responsible for ensuring SLA/KPI targets are achieved and the contracted scope of services is delivered efficiently within an ITIL framework.As a Major Incident/Problem Manager, you will maintain highly effective...

  • Incident Commander

    2 months ago


    Leeds, United Kingdom DAZN Full time

    THE ROLE: We are seeking an experienced Incident Commander to join the Global Live Operations team. We are seeking a highly skilled and technology-focused leader to drive the evolution of the DAZN Critical Incidents Technical Response Group handling all incident types. You will be responsible for Incident Management and will be the...


  • Leeds, United Kingdom ASDA Full time

    Job Advert **Do you love the thought of facing the unexpected every day? Are you **a Major Incident Manager who enjoys managing and co-ordinating incidents that have a huge impact on a business?** As a Major Incident Co-ordinator at Asda, you will be working alongside the Incident Response and Major Incident teams and will primarily work on co-ordinating...


  • Leeds, Leeds, United Kingdom FDM Group Ltd. Full time

    About the RoleWe are seeking an experienced individual to lead the development and delivery of a high-quality major incident process for our client.The successful candidate will be accountable for designing, implementing, and improving the Major Incident Management process and governance framework, ensuring consistent delivery across the client's estate.As...

  • Service Coordinator

    5 months ago


    Leeds, United Kingdom ASDA Full time

    Job Advert **“Everything about Asda”** We are a values-led organisation. As such we, encourage everyone to be open and honest. We work creatively and collaboratively, valuing everyone's input. Our collaborative culture, the size of our business and our belief in the empowerment of the individual means opportunities at Asda are abundant. We have...


  • Leeds, United Kingdom paretofm Full time

    Front of House & FacilitiesCoordinatorLeeds We are seeking ahighly organised and professional Front of House &Facilities Coordinator to oversee the daytoday operations of aprominent building in Leeds City Centre. In this role you willmanage frontofhouse operations act as a key point of contact fortenants and support building facilities management....


  • Leeds, United Kingdom ASDA Full time

    Job Advert Within Asda, the eCommerce and Logistics services are crucial making sure we're selling online and fulfilling customer orders across the Asda network and to our customers In addition, it also happens to be Asda's biggest growth area and we have an exciting opportunity if you're looking for a job that provides great career potential and flexible...


  • Leeds, Leeds, United Kingdom Lucid Connect Ltd Full time

    Job Title: Learning Experience CoordinatorWe are seeking a highly skilled Learning Experience Coordinator to join our team at Lucid Connect Ltd. The successful candidate will be responsible for coordinating and leading the production of e-learning content development, ensuring that the team meets customer briefs within time and budget while striving for...


  • Leeds, United Kingdom Asda Full time

    **Attention In-Store Marketing Planners! Are you ready to take your marketing skills to the next level? Join our dynamic team as an In-Store Marketing Planner and make a real impact on our Supermarkets, Superstores, and Asda Living stores.** As an In-Store Marketing Planner in the In-store Communications team, you will coordinate the delivery of POS &...


  • Leeds, United Kingdom CV-Library Full time

    Health and Safety Coordinator Leeds £25,000 - £28,500 + Bonus + Excellent H&S Training + 31 Days Holiday + Pension An exciting opportunity for a Health and Safety administrator / coordinator to join the UK's market leading independent distributor in a diverse position where you will gain internal and external training alongside career...


  • Leeds, United Kingdom Lucid Connect Ltd Full time

    We have partnered with a leading digital learning provider to support their search for a Learning Experience Coordinator. This role is to coordinate and lead the production of e-learning content development and will be responsible for the quality of the deliverables, ensuring that the team are meeting the customer brief within time and budget, whilst also...


  • Leeds, United Kingdom Lucid Connect Ltd Full time

    We have partnered with a leading digital learning provider to support their search for a Learning Experience Coordinator. This role is to coordinate and lead the production of e-learning content development and will be responsible for the quality of the deliverables, ensuring that the team are meeting the customer brief within time and budget, whilst also...

  • Care Coordinator

    5 months ago


    Leeds, United Kingdom Leeds Full time

    **Care Coordinator** £22,000 - £24,00 per annum (plus travel) Working for a well-established national franchise is not like working at any other care company; we make sure you are matched with the client to work within their care team. We train all our staff to the highest standards and support them fully in their careers in the care sector. We provide...