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Major Incident and Problem Management Team Lead

2 weeks ago

Remote, United Kingdom Brakes UK Central Support Full time

**Major Incident and Problem Management Team Lead**

Business Technology

Homebased

The role of Major Incident and Problem Management Lead is responsible for managing Major Incidents to resolution, leading and managing the Problem Management Function while leading the teams members by example for both functions.

The role will be working in our Business Technology team reporting to the Senior Service Delivery Manager while focusing on two important parts, Incident Management and Problem Management.

**The Role**:
**Incident Management**:
The role will focus on improvements, stability, reporting, governance and effective resourcing of the function,
- Assessing business impact and urgency, declaring major incidents and triggering business continuity procedures or disaster recovery as applicable
- Managing and overseeing service restoration or impact reduction (implementation of workarounds); running Major Incident Calls.
- Ensuring timely Service Provider engagement (cross-tower, external, etc.)
- Providing end-to-end appropriate and timely outage and business communications.
- Participating in postmortem meetings and driving Service Providers and resolver groups to identify root cause including well defined corrective/preventative action plans
- Acting as an escalation point for Service Providers where resolution ownership is disputed
- Provides technical and process guidance support for resolver groups and Service Providers
- Provides guidance and assistance to Service Providers to ensure a globally consistent approach to the Major Incident Management process
- Ensuring customer business interests are maintained over and above those of any specific Service Provider
- Collaborating with Service Provider teams, Service Managers, Incident Managers, and Change Managers to ensure effectiveness of the Major Incident Management Process.
- Developing and owning all major incident management reporting

**Problem Management**:
To focus on improvements, service stability, reporting for SDMs and their suppliers, governance and control.
- Managing problem record lifecycle by ensuring that Problems are identified, recorded appropriately and tracked to resolution in line with agreed resolution plans.
- Pro-actively identify operational issues and trends, raise proactive Problem records.
- Providing appropriate reporting and drive resolution working directly with Service Providers and resolver groups.
- Monitoring problem management performance metrics and Key Performance Indicators (KPIs).
- Scheduling, owning, participating and facilitating in problem management meetings with focus on recent major incidents, RCA status, corrective actions, incident trending, and operational issues.
- Building a Known error and knowledge base to constantly drive forward improvement.
- Developing and own Problem Management reporting.

**You**

Knowledge, skills, experience and competencies:
You will hold an understanding and experience of ITIL, particularly Incident, Request and Problem Management. Be proficient with the technologies involved in the provision of IT services in a complex operating environment, especially highly available and resilient systems.
You will be a have good knowledge of service management tools and have formal qualifications such asITILv3 Service Management Foundation Certificate (or equivalent).

In return, you will receive a competitive salary, company car/allowance, annual bonus incentive, competitive pension scheme, the option to purchase additional annual leave, home-based working agreement, flexible lifestyle benefits package, discount across the full range of our award-winning food and private medical health care

**About Sysco**

Sysco is the global leader in selling, marketing and distributing food products to restaurants, healthcare and educational facilities, lodging establishments and other customers who prepare meals away from home. Its family of products also includes equipment and supplies for the foodservice and hospitality industries. With more than 71,000 colleagues, the company operates 333 distribution facilities worldwide and serves approximately 700,000 customer locations.

**Sysco in Great Britain**

Sysco operates some of Britain’s most well-known and respected foodservice businesses.

Built on a passion for food and feeding the nation, the Sysco team is dedicated to making life as easy and efficient for the chefs, cooks and caterers we serve across the country.

As Britain’s leading national broadline supplier, Sysco GB delivers the highest quality fresh and frozen food and ingredients from its nationwide network of distribution centres to some of the nation’s most famous pubs and restaurants, as well as schools, caterers, care homes and hospitals. It has the biggest range of award-winning products in foodservice.