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Incident Resolution Specialist

2 months ago

Hemel Hempstead, Hertfordshire, United Kingdom Haven Full time
About the Role

We are seeking a skilled Incident Resolution Specialist to join our Technology Services team at Haven. As a key member of our team, you will play a crucial role in managing and resolving problems within our IT infrastructure and technology systems.

Key Responsibilities
  • Identify and Analyze Problems: Utilize trend analysis, incident reviews, and monitoring system performance to identify potential problems and their root causes.
  • Develop and Implement Solutions: Collaborate with cross-functional teams to develop and implement comprehensive solutions to prevent the recurrence of known problems.
  • Manage Problem Database: Maintain a thorough problem management database, documenting all identified problems, their root causes, and resolution steps.
  • Prioritize and Manage Problems: Prioritize problems based on their impact on business operations and services, ensuring timely resolution and minimal disruption.
  • Measure and Improve: Develop and track KPIs to measure problem management success and implement process improvements to enhance overall efficiency.
Requirements
  • Technical Expertise: In-depth knowledge of IT and park infrastructure, including hardware, software, networks, and servers.
  • Operating System Experience: Familiarity with various operating systems (Windows, Linux, Unix) and their configurations.
  • IT Security and Management: Understanding of IT security principles, incident management, and change management.
  • Analytical and Communication Skills: Ability to analyze data, trends, patterns, and correlations to identify potential problems and communicate technical information clearly to both technical and non-technical stakeholders.
  • Project Management: Experience in incident management, conducting root cause analysis, and managing projects.
  • ITSM Tools: Familiarity with ITSM tools (e.g., ServiceNow, Jira).
What We Offer
  • Competitive Salary and Bonus: A competitive salary and bonus structure, reflecting your skills and experience.
  • Holiday Allowance and Buy Scheme: A generous holiday allowance that rises with service, plus a 'Holiday Buy Scheme' to enhance your work-life balance.
  • Wellbeing Support: Comprehensive wellbeing support to ensure your physical and mental health.
  • Exciting Career Pathways: Opportunities for career growth and development, including Learning and Development programs.
  • Family-Friendly Policies: Enhanced family-friendly policies and pay, reflecting our commitment to work-life balance.