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Incident Management and Change Control Specialist
2 months ago
Position: Incident Management and Change Control Specialist
Location: London (On-site)
Employment Type: Permanent
Essential Qualifications:
- Proven experience in service delivery with a focus on Incident and Problem management.
- Strong understanding of ITIL frameworks.
- Comprehensive knowledge of IT infrastructure systems.
- Skilled in generating and analyzing reports using Excel.
- Exceptional communication skills, capable of engaging with stakeholders at all levels.
- Effective workload management and accountability enforcement.
- Ability to navigate and implement change control processes.
- Robust stakeholder engagement capabilities.
- Minimum of 5 years of experience in a financial services environment.
- Familiarity with investment banking operations and trade flows.
Key Responsibilities:
- Oversee the management of business-critical incidents from initiation to resolution.
- Conduct Problem Management for all incidents under management.
- Ensure compliance with end-to-end Change ticket processes.
- Collaborate closely with client Service Delivery Managers and operational teams to uphold Incident, Problem, and Change protocols.
- Participate in on-call duties for Incident Management outside of standard hours on a rotational basis.
Role Description:
We are looking for a dedicated individual who is motivated to excel, a team player, and possesses strong communication abilities. This role is situated at our client site in central London and offers an excellent opportunity for those aspiring to build a career in Service Management. Comprehensive training will be provided on ITIL best practices.
You will be an integral part of a small IPC team within Service Delivery, focusing on Incident Management, Problem Management, and Change Management for our client.
Key Aspects of the Role:
- Manage high-impact incidents from start to finish until services are restored.
- Conduct Problem Management on all service-affecting incidents.
- Perform administrative tasks related to the Change Management process.
- Engage closely with client IT teams to ensure adherence to Incident, Problem, and Change processes.
- Work within the operational hours of 07:00 to 18:00, Monday to Friday.
Incident Management Duties:
- Lead the end-to-end management of significant incidents, ensuring swift resolution.
- Coordinate incident response efforts through conference calls, liaising with IT support teams.
- Provide regular updates to stakeholders regarding incident status.
- Document incident details in the ITSM tool, including impacts and timelines.
- Escalate incidents to management with clear and concise details.
Problem Management Duties:
- Facilitate Post-Incident Review meetings to identify root causes and corrective actions.
- Create and manage Problem Management tickets in the ITSM tool, ensuring all relevant details are captured.
- Monitor the lifecycle of Problem tickets and address any overdue actions.
- Collaborate with Service Delivery Managers to track remediation progress.
- Update the ITSM tool with known errors as necessary.
Change Management Duties:
- Coordinate IT change initiatives across the organization.
- Review proposed changes and ensure compliance with governance processes.
- Lead Change Advisory Board meetings with relevant teams.
- Update the ITSM tool as part of the change approval workflow.
- Generate change management reports for IT support teams and management.
Professional Standards:
- Act as a representative of Thebes Group, adhering to the company's Code of Conduct.
- Engage in ongoing professional development and training.
- Comply with all regulatory and internal policies.
- Collaborate with various departments to ensure understanding and compliance with company policies.
- Perform additional duties as required within the scope of expertise.
About Thebes Group:
Thebes Group is a prominent IT infrastructure consultancy across the UK, recognized for our skilled IT professionals and comprehensive training programs. We partner with leading vendors and financial institutions, including investment banks and hedge funds, to deliver tailored IT solutions. Our approach as an Assured Outcome Provider (AOP) focuses on delivering quality services and solutions, aligning our capabilities with client needs.
