Incident Resolution Specialist
2 weeks ago
MI / Problem Manager Role Overview
Haven is seeking a skilled MI / Problem Manager to join our Technology Services team. As a key member of our team, you will play a pivotal role in managing and resolving problems within our IT infrastructure and technology systems.
Your Key Responsibilities:
- Proactively identify potential problems through trend analysis, incident reviews, and monitoring system performance.
- Conduct thorough root cause analysis for identified problems to understand underlying issues.
- Maintain a comprehensive problem management database, documenting all identified problems, their root causes, and resolution steps.
- Prioritise problems based on their impact on business operations and services.
- Work on strategies to prevent the recurrence of known problems and define and track KPIs to measure problem management success.
Essential Skills and Experience:
- Understanding of IT and park infrastructure, including hardware, software, networks, and servers.
- Familiarity with various operating systems (Windows, Linux, Unix) and their configurations.
- Knowledge of IT security principles, incident management, and change management.
- Ability to analyse data, trends, patterns, and correlations to identify potential problems.
- Strong communication skills, capable of conveying technical information clearly to both technical and non-technical stakeholders.
- Basic project management skills, prior experience in incident management, and conducting root cause analysis.
- Practical experience with ITSM tools (e.g. ServiceNow, Jira).
What's In It For You?
- Holiday allowance that rises with service, plus a 'Holiday Buy Scheme'
- Annual bonus
- 20% discount on both Haven and Warner Hotels holiday for you, family and friends
- Comprehensive wellbeing support
- Access to the Bourne Leisure corporate box at the O2 Arena, London
- Exclusive discounts with corporate partners
- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
- Enhanced family friendly policies and pay (eligibility criteria applied)
About Haven:
We're part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.
What's it like to work with us?
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.
We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events.
What can you expect during the recruitment process?
The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role.
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