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Incident and Problem Resolution Specialist

1 month ago

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

Job Title: Incident and Problem Resolution Specialist

Job Summary:

The Incident and Problem Resolution Specialist will be responsible for owning the design and delivery of a Global Incident, Major Incident and Problem Management function. This role will involve 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

Requirements:

  • 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
  • Broad exposure to IT infrastructure/application landscape

About Spirax-Sarco Engineering:

Spirax-Sarco Engineering 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.

Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones

Benefits:

You will receive a competitive salary (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. We also offer a range of additional support and benefits through our Everyone is Included Group Inclusion Plan, detailed below.

Everyone is Included at Spirax-Sarco Engineering:

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone's contribution is valued - across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We want everyone to be able to make their difference here, so we will always consider requests for flexible working.

We know that everyone needs some extra help from time to time too, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include gender-neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for anyone experiencing pregnancy loss or domestic abuse, menopause-friendly workplace principles and more. Learn more at .

We are also a Disability Confident Committed Employer. If you would like to apply using this scheme, please select this option in our application form or notify our recruitment partners.