Problem Resolution Specialist

2 months ago

Hertfordshire, United Kingdom Haven Full time

Job Summary:

Haven is seeking a skilled Major Incident 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.

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.
  • Prioritize 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.

Requirements:

  • 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 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.
  • Basic project management skills, prior experience in incident management, and conducting root cause analysis.
  • Practical experience with ITSM tools (e.g. ServiceNow, Jira).

What We Offer:

  • 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 Us:

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.

Our Culture:

We take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritize openness and transparency in our interactions, allowing our team members to be their authentic selves.

What to Expect:

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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