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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 and Problem Management function. This role will involve owning incident and problem resolution, working collaboratively across multiple departments to identify root cause, and reducing incidents through trend analysis and service improvement plans.

Key Responsibilities:

  • Timely restoration of all Major Incidents assigned, while 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 and Problem Management
  • 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, flexible working and excellent benefits including 27 days holiday allowance, 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.