Incident Resolution Specialist
7 days ago
At Haven, we are seeking an experienced 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 Haven's IT infrastructure and technology systems.
Key Responsibilities:
- Identify potential problems through trend analysis, incident reviews, and monitoring system performance.
- Conduct thorough root cause analysis for identified problems to understand underlying issues.
- Document all identified problems, their root causes, and resolution steps in a comprehensive problem management database.
- Prioritize problems based on their impact on business operations and services.
- Develop strategies to prevent the recurrence of known problems and define and track KPIs to measure problem management success.
Essential Skills and Experience:
- Extensive knowledge of IT and park infrastructure, including hardware, software, networks, and servers.
- Familiarity with various operating systems (Windows, Linux, Unix) and their configurations.
- Understanding of IT security principles, incident management, and change management.
- Ability to analyze 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.
- Project management skills, prior experience in incident management, and conducting root cause analysis.
- Experience with ITSM tools (e.g., ServiceNow, Jira).
What's In It For You?
At Haven, we offer a competitive salary, bonus, and benefits package, including holiday allowance that rises with service, 'Holiday Buy Scheme', and comprehensive wellbeing support.
Join our award-winning Bourne Leisure family, which includes Haven & Warner Hotels, and experience a unique blend of technology and hospitality.
We operate a hybrid working model, with 50% of your working week spent at the office, occasionally on Park, or at external events.
Our Breath of Fresh Air culture prioritizes openness, transparency, and supporting every team member to be their authentic selves.
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