Incident and Problem Manager

2 weeks ago

Leeds UK, West Yorkshire, United Kingdom EMIS Full time

Here at EMIS we have an opportunity for an Incident and Problem Manager to join us on a permanent basis.


We are a tech for good business, and everyone who works here genuinely makes an impact every day on the healthcare industry, what could be more rewarding? You will be joining our collaborative incident and problem management team that are responsible for delivering success to both EMIS and its customers.


Our Incident & Problem team work 37.5 hour week covering shifts between 8-6PM. There is a requirement to be on call 1 day in 5 in this position.


So, if you are someone with a passion for delivering customer success within incident and problem management with excellent stakeholder management, then apply today


What you’ll do

We are a busy team, managing all aspects of the incident and problem lifecycle to ensure service is restored in the least time possible. Working collaboratively, our team share responsibility of incidents and work closely with internal stakeholders to resolve incidents.


Customers are at the heart of what we do at EMIS, you will be working with internal communication teams to relay messages to our customers to ensure that they receive updates on incidents. On resolution of incidents we would look for you to perform incident reviews by working with internal and external customers and updating documentation.


Like any Incident & Problem Management role, stakeholder engagement is key, and it is no different here. You will manage and maintain cross-functional relationships to deliver a consistently high quality of service.


Other key responsibilities and accountabilities will include;

  • Management and co-ordination of resource across the business and provision of communications to the wider organisation for all major and critical incidents on a 24x7x365 basis.
  • Ownership and provision of major incident and problem reviews and provision of metrics on the effectiveness of the outcome.
  • Contribute to the design and development of incident and problem processes, tools, templates and reporting.


Who you’ll be

You will have previous experience of working within IT Service Management with exposure to managing the incident and problem lifecycle activities. You will have excellent organisational skills and the ability to manage multiple incidents simultaneously.


With excellent communication skills, you will support and drive communication and collaboration between customers, business functions, management teams and subject matter experts. Within this role you will work with all levels of internal colleagues during resolution meetings to ensure that excellent customer service is upheld.


Other skills and experience we are looking for you to demonstrate include;

  • ITIL 4 certified or equivalent service management experience at scale and familiarity.
  • Ability to operate with own initiative, as well as work as part of a team.
  • Understanding and demonstration of problem-solving techniques.


Our Vision and Your Impact

Our vision is to be the leading provider of innovative healthcare technology that improves people’s lives. Are you interested in becoming part of that vision?


Working with our customers, we are leading the way in the delivery of patient centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not for profit organisations and specialist services. Ranked in the top five Healthtech organisations in the UK, we are committed to developing the next generation of healthcare technology that will truly make a difference.


Equality, Diversity, and Inclusion

At EMIS, we are committed to providing an inclusive, equitable culture where people feel able to bring their whole selves to work and to reach their full potential. This is a foundation stone of EMIS, anchoring the employee cycle from recruitment through to ongoing personal development and genuine, continuous two-way employee engagement, supported by our company values which determine everything we do.


EMIS is an equal opportunities employer, and we welcome applications from all suitably qualified candidates regardless of race, colour, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law. We will always work to accommodate individual needs during your application journey. If you require any adjustments, please advise the talent team.

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