Incident and Problem Management Specialist

4 weeks ago

Coventry, Coventry, United Kingdom Coventry Building Society Full time

About the Role

We're seeking a highly skilled and experienced Incident and Problem Management Specialist to join our team at Coventry Building Society. As a key member of our IT Service Management team, you will be responsible for owning and driving the use of ITIL best practice across the organisation, ensuring all CBS Systems and Applications maintain a strong Service foundation.

About You

We're looking for an authentic 'servant-leader' who takes responsibility for ensuring the team's success ahead of their own needs. You will have a proven record of working with Major Incident & Problem Management functions, with the skills and experience to deliver the following:

  • Lead investigations of serious incidents, engaging with internal and external parties, effectively coordinating resources to restore service, whilst managing appropriate lines of communication.
  • Chair post-incident reviews to determine and assign preventative and/or corrective actions to the appropriate audiences.
  • Provide leadership, direction, and guidance in assessing and evaluating future potential threats to incident and problem management and communicate with all concerned parties.

Essential Skills

The ideal candidate will have:

  • Professional ITIL certification or similar required.
  • Working knowledge of other ITIL processes outside of specialist area.
  • Experience of using the Microsoft Office products to create and manage documentation, as well as use of ServiceNow as the primary Service Management tool.

Desirable Skills

We're also looking for candidates with experience in mentoring and developing junior team members, working in Agile/Devops/SafE models, and financial services experience.

About Us

We're proud to be a building society and we're focused on our purpose of giving people the power to be better off through life. We're the 2nd largest building society in the UK, the 8th largest lender, we have more than 2,600 employees and we're still growing and protecting the interests of our members.

Diversity

We're building and nurturing teams where difference is valued, creating an inclusive and inspiring workplace. We think discrimination of any sort has no place in a modern society, including ours.

Location

This is a hybrid role, with the opportunity to work from home and in our office. We're committed to providing a flexible and supportive work environment that allows you to thrive and grow in your career.

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