Industrial Incident and Problem Resolution Specialist

2 weeks ago


Cheltenham, Gloucestershire, United Kingdom Spirax-Sarco Engineering Full time
Job Overview

Spirax Group is a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

About the Role

We are seeking an experienced Industrial Incident and Problem Resolution Specialist to own the design and delivery of a Global Incident, Major Incident and Problem Management function. As part of our team, you will be responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause; identify, record and resolve problems; and reduce incidents through trend analysis and service improvement plans.

Key Responsibilities
  • The successful and timely restoration of all Major Incidents that are assigned, whilst keeping the business and customers updated.
  • Accountability for Major Incident satisfaction according to SLAs and internal KPIs, implementing corrective actions as required.
  • Establishing and maintaining timely communications with all relevant stakeholders to ensure they remain informed of service improvement status.
  • Minimising and mitigating business-impacting incidents through controlled problem identification and responsive service improvement plans.
  • Reviewing and updating documentation for current processes to be in line with ITIL best practice.
  • Producing and maintaining Major Incident Reviews to a variety of internal customers, including senior and executive management level.
Your Background

We are looking for someone with demonstrable experience developing and leading ITIL Incident & Problem, driving process conformity, acting as an IT Incident and Problem authority for an organisation of more than 1,000 geographically dispersed colleagues, service management working within an ITIL framework, and broad exposure to IT infrastructure/application landscape.

What We Offer

You will receive a competitive salary (£60,000 - £80,000) and a discretionary bonus, flexible working and excellent benefits including 27 days holiday allowance (before bank holidays), 3 days' paid volunteering leave, comprehensive private healthcare, enhanced pension plan, life assurance, optional participation in a Share Ownership Plan, free onsite parking, flexible benefits, and access to a personal discounts' portal.



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