Team Leader - Incident & Problem Management

Team Leader, Incident & Problem Management.

Brennan.

Where true performance thrives.

At Brennan, we believe that how technology is delivered is every bit as important as what the technology is.

We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.

It is a claim backed by our True Performance System, a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

Why join Brennan:

True performance for our customers starts with a true belief in our people.

It is why we have structured our business to help our teams, and their talents, shine bright.

It is why we have created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered.

And it is why we have built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards:

In addition to competitive remuneration, Brennan offers extensive benefits, including:

- Training and certification bonuses.

- Culture Awards that recognise excellence.

- Brennan Daredevils our annual, all-expenses paid trip awarded to our top performers and outstanding contributors.

- Vibrant, fun social activities.

- An environment that embraces learning and development.

The Role:

The role acts as a central point of operational leadership across resolver teams, service delivery functions, security stakeholders, vendors and customer-facing teams.

It is responsible for driving service restoration, managing operational risk, supporting change governance, participating in CAB activities, coordinating security-related operational responses, and continually improving service performance through trend analysis, root cause management and process improvement.

The Team Leader also provides people leadership, operational governance and continual improvement initiatives that strengthen operational maturity, customer experience and service reliability across the organization.

Role Responsibilities:

1. Operational Incident Response (50%):

- Lead end-to-end Incident Management, ensuring timely logging, prioritisation, escalation, resolution, and closure of incidents.

- Act as the primary escalation point for high-impact, critical, and customer-sensitive incidents.

- Drive Major Incident Management activities, including bridge calls, stakeholder coordination, communications, and service restoration.

- Coordinate cross-functional teams (Service Desk, Infrastructure, Cloud, Network, Security, Vendors, and Service Delivery) to minimise customer impact and restore services quickly.

- Oversee Duty Management, expedite governance, operational risk assessment, and service continuity.

- Support Security Incident response, coordinating containment, remediation, recovery, and stakeholder communications.

2. Problem Management (15%):

- Identify recurring incidents, service trends, and operational issues requiring structured Problem Management.

- Facilitate Root Cause Analysis (RCA) and drive corrective and preventative actions to improve service stability.

- Maintain visibility of active Problem Records, risks, and remediation activities.

- Promote knowledge sharing through known errors, workarounds, and process improvements.

3. Change Management & CAB Participation (10%):

- Provide operational input into change assessments, ensuring risks, dependencies, and customer impacts are considered.

- Participate in CAB meetings and support emergency changes during critical incidents and service disruptions.

- Monitor the effectiveness of incident-related changes and escalate failed changes where required.

4. Team Leadership (10%):

- Lead, mentor, and develop the Incident & Problem Management team, ensuring high operational performance.

- Manage resource allocation, workload distribution, shift coverage, and operational readiness.

- Foster a culture of accountability, collaboration, customer focus, and continual learning.

5. Governance, Reporting & Continual Improvement (15%):

- Ensure compliance with Incident, Problem, Change, and Security Management processes and governance standards.

- Prepare and analyse operational reports, including SLA performance, incident trends, service risks, and major incidents.

- Drive continual service improvement initiatives focused on automation, process optimization, operational maturity, and customer experience.

Key Competencies and Qualifications required:

- Strong understanding of ITIL Incident Management, Major Incident Management, Problem Management, Change Management and service operations.

- Experience working in a Managed Services, Outsourcing or System Integrator environment.

- Ability to coordinate multiple technical teams across infrastructure, cloud, network, workplace, applications, security, vendors and service desk functions.

- Strong command of ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy or equivalent platforms.

- Excellent communication, stakeholder management, escalation management, decision-making and conflict-resolution skills.

- Demonstrated ability to remain calm under pressure and drive structured action during high-impact incidents, major service disruptions and security-related events.

- Strong analytical mindset with the ability to interpret operational trends, service risks, incident patterns and performance data.

- Experience supporting operational governance processes, including Change Management, CAB participation and security-related operational response activities.

- Proven ability to lead, coach and develop operational teams while fostering a culture of ownership, accountability and continual improvement.

Brennan is an equal opportunity employer.

Skills

IT Incident Management, IT Operations, IT Infrastructure, IT Change Management, ITIL