Incident & Problem Manager

Incident & Problem Manager role sits within the Service Management Office in a team that supports core service management functions Change, Problem and Incidents. SMO team is accountable within Rank for the level and quality of the holistic service delivery and performance. The candidate will be expected to have deep knowledge of delivering IT services with-in the ITIL v4 framework and have previous experience of managing IT Major Incidents

Key Responsibilities

Management and ownership of all Incident and Problem Management processes including a 'P1'  &’P2’ Major Incident process.

Lead Major incident resolution through-out the incident life cycle, coordinating activities of resolver teams including third-party suppliers.

Provide communication to business and IT through the MIM process, during the major incident life cycle, until resolution.

Ensure that progress on incidents is continually assessed, making appropriate interventions, directing and facilitating resolution activity.

Act as escalation path for major incidents to ensure service is restored urgently.

Monitor and in some circumstances manage potential service disrupting Incidents at P3 level

Collaborate with other Operational Management teams to ensure that events, alerts and changes are defined & understood to enable faster response to incidents

Build a knowledge base and recovery plan to constantly drive forward improvement.

Conduct regular review of major incident management process and drive improvement to the process, tools, templates, documents and reports

Production and management of all IT Problem Records, ensure agreed dates and timescales are met and any issues escalated.

Trend Analysis; ensure that full investigation of issues occurring weekly/monthly with Root Cause and Plans to prevent re-occurrence.

Weekly Reporting: ensure that all reports are sent in time to stakeholders and teams on their current progress and identify possible escalations beforehand.

Present the Weekly Service Review to Head of SMO and Tech Service Review to Tech Managers

Qualifications

Experience of leading and managing Major incidents.

Excellent understanding of ITIL

Have a flexible and 'can do' attitude and a strong sense of initiative with the ability to learn fast and deal calmly with situations under pressure.

Be able to communicate clearly, both written and verbal, to technical teams, Business users and 3rd party support teams, tailoring your communication based on your audience.

Ability to organize and chair Major Incident resolution discussion.

Be able to listen to and to question colleagues and influence where required.

Have strong organization skills enabling the management of multiple incidents simultaneously and be effective in their prioritisation based on impact to the business.

Familiar with ITSM tool (Preferably ServiceNow)

Ability to work within a team 

Personal Qualities

Demonstrates sense of passion and pride about own work. Positive attitude and adapts well to change. Inspires passion and excitement around shared goals, promoting environment of achievement.

Ability to develop and deliver clear, concise communication and communicate highly complex technical information clearly and articulately.

Ability to identify, influence and work collaboratively with internal Stakeholders and key external service providers.

Demonstrates strategic thinking and planning ability, whilst being tactically responsive to changing needs.

Confronts and works through tough issues, demonstrating perseverance and a sense of urgency.

Has a passion for technology, keeps up to date of new technology and developments and understands the potential impact and value to the business.

An ability and desire to learn new skills and technologies.

Positive attitude can work with ambiguity and adapts well to change.

Fostering a supportive team atmosphere