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Major Incident & Problem Manager

Job Reference: MICPM/15339AD

Salary: £40000 - £50000 Per Annum + Bonus and Benefits

Salary per: Annum

Job Duration:

Job Start Date:

Vacancy Posted: 26-04-2018

Contract Type: Permanent

Location: Basingstoke, England, Hampshire

Major Incident & Problem Manager required for a leading British client in Basingstoke

The IT Major Incident & Problem Manager is responsible for both hands-on Major Incident Management, and at all other times the Problem Management of prior major incidents. You will be responsible for managing the Major Incident process, reporting & governance as well as the co-ordination and facilitation of high priority incident resolution by engaging a variety of support teams & vendors. You will also be responsible for managing the lifecycle of all Problems, with the aim of preventing Incidents from happening (those that can’t be avoided must have their impact to the business and customers minimised).

Role Specific Responsibilities & Accountabilities

* Execution of Major Incident process tasks in adherence with global and local requirements.
* Maintain the operational integrity and service continuity by the management of P1/P2 incidents through established channels.
* Apply standard Incident Management techniques to ensure disruptions to service stability and outage times are kept to a minimum.
* Host conference calls (Technical and Managerial) and facilitate effective incident management throughout the incident lifecycle, in-line with agreed service definitions.
* Drive Service Management best-practice and ITIL process compliance across the business.
* Provide communication to business and IT colleagues through the MIM process, during the major incident lifecycle, until resolution.
* Produce and maintain the MIR’s (Major Incident Reviews) to a variety of audiences including senior and executive management level.
* Be able to work rotational on call 24×7 (incl. weekends and bank holidays)
* Produce and maintain the MIR’s (Major Incident Reviews) to a variety of audiences including senior and executive management level.
* Improve overall availability of services by proactively identifying Problems and identify and solve Problems and/or provide suitable Workarounds before (further) incidents recur.
* Record and prioritise the Problem with appropriate diligence, to facilitate a swift and effective resolution.
* Identify the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround
* Ensure that – after a successful Problem solution – the Problem Record contains a full historical description, and that related Known Error Records are updated.
* Undertake a review the resolution of a Problem to prevent recurrence and learn any lessons for the future. Furthermore, it is to be verified whether the Problems marked as closed have been eliminated.
* Constantly monitor & report on outstanding Problems with regards to their processing status. Ensure that the other Service Management processes as well as IT Management are informed of outstanding Problems, their processing-status and existing Workarounds

Capability, Knowledge and Experience:

* Proven experience working within 24/7 IT operational environment
* Proven experience delivering continuous service improvements for the business
* Proven Major Incident Management experience with significant expertise in large regional companies.
* Sound understanding and experience with service level agreements and associated metrics.
* Enterprise IT experience and a good working knowledge of the broad suite of IT technologies and technical environments.
* Experience with performing and coordinating RCA and trend analysis, using established data techniques.
* Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills are required.
* Problem-solving skills with an emphasis on resolution of complex technical incidents.
* Demonstrated ability to quickly understand complex systems.
* Ability to work on many tasks simultaneously in a high-pressure environment.
* Ability to interact with individuals on all organisational levels.
* Organised and disciplined in the working environment, ability to adapt to varying stakeholder’s requirements.
* The ability to understand and articulate the business impact of a MIM within the organisation
* Communication and collaboration skills to ensure that the business are kept informed at all times through the MIM process
* Ability to translate between technical language and business language
* Ability to understand complex business problems and needs
* Ability to find balance and compromises between opposing forces and opinions
* Diplomatic, with the ability to act in an often-complex business environment
* Ability to work independently with limited guidance and able to collaborate remotely with other team members across the globe.
* Show strong interpersonal skills, competence in the English language, excellent written and verbal communication skills required.
* Have strong analytical and problem-solving skills.
* Enthusiastic and passionate about providing ‘best in class’ customer service.

Education and Qualifications:

* Educated to degree level or equivalent
* Related professional qualifications are beneficial, but not essential.
* ITIL version 3 Foundation (minimum). Preferable ITIL v3 Service Lifecycle Certification Service Operation

Benefits include – Annual Bonus, 25 Days holiday increasing with loyalty, Generous pension contribution, Childcare vouchers, Staff discounts and many more

Due to the volume of applications received for positions it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation


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