Incident & Problem Manager

**Incident and Problem Manager**

**Job Overview
**This is a multi-faceted role, located within the core processes area of the Service Management team.
The role is responsible for the oversight and management of both the incident and Problem Management processes and directly manages all in-scope Major Incidents.
On a day-to-day operational level, the Incident and Problem Management function covers several key activities that are critical to the success of the IT operation, including the resolution of major incidents, ongoing trend analysis/operational reporting andthe oversight of follow-up activities designed to identify and eliminate root causes of issues.
It is also responsible for providing clear guidance and direction to central Incident and Problem Management teams, outsourced in Bangalore.
**Who You Will Work With
**This role works closely with our other core process roles to ensure that our Incident, Problem, Change and Release Management processes dovetail appropriately. As such the role holder must also retain a strong working knowledge of our Change & ReleaseProcesses in order to cover the full suite of core processes where necessary.
The Incident and Problem Manager will be required to provide out-of-hours, on-call Major Incident Management as part of a rota.
**What You Will Do**:

- Major Incident Management within shift and OOH on rotation - rota agreed within the team.
- Oversee and drive Incident Management activities, including the resolution of Major Incidents. This will often involve bringing together multiple global teams and resources in order to bring about the efficient and effective restoration of service. In additionto managing technical resolution, the team is expected to communicate progress within the wider IT community. It is therefore essential that the Incident and Problem Manager is highly customer-focused and is able to effectively communicate with people acrossall levels of IT management.
- Drive both reactive and proactive Problem Management activities, including the collation and analysis of data that helps manage activities in the follow-up to major incidents and identifies general trends. Work with technical teams using this data to driveroot cause elimination as part of an incident reduction programme.
- Retain a working knowledge of the Change and Release Management processes to enable appropriate feedback/decisions on Changes linked to Major Incidents and to ensure that the processes within this area, in general, dovetail appropriately and remain fitfor purpose.
- Compile and present regular management information (operational reporting, global KPIs, service reporting) through PowerBI, ServiceNow and MS Products to support senior management decision making and timely interventions.
- Own and manage various Service Operations Groups (SOGs).
- Guide and manage the outsourced Incident and Problem Management teams.
- Ensure the Incident and Problem Management processes and templates are clear, fit for purpose, communicated and followed.
- Work towards targets and ensure documentation is produced in a timely and accurate manner.**
Your career experience so far**:

- Experience of managing major, and complex, system failures and issues. This will include demonstrable, and structured, diagnostic and problem-solving skills.
- Deep knowledge of service management processes, particularly Incident, Problem and Change Management.
- Dealing with complex operational IT issues, ensuring that they are resolved and communicated in an effectively and timely fashion.
- Working in high-pressured projects to tight timescales.
- Producing statistics and reports through PowerBI, ServiceNow and MS Products, reflecting the performance of an operational service.
- Maintaining appropriate, accurate and robust templates, processes and documentation.
- Using ServiceNow as a Service Management toolset.
- Awareness of local and regional sensitivity issues.
- Exceptional customer service and working relationships with other technical and non-technical teams.
- Managing third party teams, ideally in India.
- Ideally ITIL qualified (Incident Management, Problem Management, Service Operation etc).
- You will have the ability to work on your own initiative, find service issues, and work with teams to resolve them.
- You will have experience working with a large user base, approximately 5500 users.
- To deal with the varied user base, you will need to have strong client-facing skills, including excellent written and verbal communication skills.
- Excellent organisation, communication, and presentation skills
- Proactive, resilient and comfortable with change

**Qualifications**:

- The post-holder should be qualified to minimum of ITIL Foundation (v3) level.

Written and Verbal Communications
- Highly developed written communication skills and capable of producing global and sensitive communications to a varied audience at all levels in both Practice Areas and Business Services.
- Excellent verbal and interpersonal communications skills - some form of customer-facing interaction or consulting experience is a plus.

**How We Will Support You
**From your first day with us, you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning.
**Hybrid Working
**This role follows our 'balanced' hybrid working approach and as long as business needs allow, you will be supported to work in a hybrid way with the expectation of working from the office for a minimum of 50% of your time.