Incident & Problem Manager - Glasgow, United Kingdom - Steria Recruitment

Steria Recruitment

Verified Company

Glasgow, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role Purpose:

The Major Incident Manager coordinates service restoration efforts and is accountable for all communications around a major outage, working to 15 minutes response times and 2- or 4-hour service restoration SLAs.

Typically, this involves chairing conferencecalls and using other modern communication tools to enable efficient information exchange.

The Problem Manager uses a modern ITOA toolset and an ITIL-based process approach to identify and remove errors impacting client operations, delivering productivity gains and cost saving as incident volumes decrease.

Where errors cannot be fully removed,the problem manager establishes workarounds that minimise impact and document them in a knowledge base.

Reporting to the Team Leader Major Incident & Problem Management, the role has direct client interaction and may involve occasional business travel.

The team operates with a 1:4 rotation for out of hours cover 365 days per year.

Responsibilities/Accountability:

Problem Management:

Carry out regular trend analysis on a sixmonth data set to identify errors.
Manage the full life cycle of problem records.
Deliver double digit reductions to incident volumes for supported accounts.
Use ITOA tools to understand actual user experience.
Maintain known error records and knowledge base.
Assist with shift left opportunity identification.
Maintain problem records and tracker
Chair weekly problem management calls.
Drive efforts to ensure no major incident recurrence.
Provide monthly problem management reports to Service Delivery.
Document and communicate technical recommendations with supporting cost/benefit analysis.

Major Incident Management:

Liaise with internal and 3rd party technical resolver groups to define and drive investigation and resolution actions
Deliver stakeholder communications in line with agreed SLA's
Set up and chair technical and customer facing conference calls for the purpose of driving resolution and maintaining communication
Maintain required touchpoints with other ITIL functions such as Change Management, Knowledge Management etc.
Author Major Incident Reports for internal and external distribution
Build close partnership with service desk and resolver teams to drive process improvements

Skills/Experience

Excellent verbal and written communications with proven report writing skills.
Ability to adhere to governance standards and processes.
Strong interpersonal and relationship building skills. You must be able to work as part of a team.
IT knowledge (broad rather than deep) of IT systems and technology.
Data analysis experience and structured approach to problem solving.
Proven customer support experience in a large global IT service support environment.
Experience with ServiceNow or another ITSM tool preferred.
Experience and understanding of ITIL process areas.
Excellent customer service skills and an ability to listen and understand the customer's requirements.
Experience of working with technical staff and 3rd
Previous experience working with senior client stakeholders (director or Clevel).
Ability to multitask and priorities effectively.
Willingness to travel and a flexible approach to working hours.

Qualification/Certification requirements

2 years experience in MIM and/or Problem Management
ITIL certification preferred
IT or business degree preferred
Driver's licence preferred

Intelligent Resource is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.