{"id":2895737,"url":"https://alion.io/job/rank-group-incident-problem-manager","title":"Incident & Problem Manager","company":{"id":172402,"name":"Rank Group","domain":"rank.com","url":"https://alion.io/company/rank-group","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":80,"open_postings":12,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quatre Bornes, Mauritius"],"countries":["MU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-07-21T23:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-27T12:55:54Z","board_verified":true,"closed_at":null,"days_open":97,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":97},"description":"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\nKey Responsibilities\nManagement and ownership of all Incident and Problem Management processes including a 'P1' &’P2’ Major Incident process.\nLead Major incident resolution through-out the incident life cycle, coordinating activities of resolver teams including third-party suppliers.\nProvide communication to business and IT through the MIM process, during the major incident life cycle, until resolution.\nEnsure that progress on incidents is continually assessed, making appropriate interventions, directing and facilitating resolution activity.\nAct as escalation path for major incidents to ensure service is restored urgently.\nMonitor and in some circumstances manage potential service disrupting Incidents at P3 level\nCollaborate with other Operational Management teams to ensure that events, alerts and changes are defined & understood to enable faster response to incidents\nBuild a knowledge base and recovery plan to constantly drive forward improvement.\nConduct regular review of major incident management process and drive improvement to the process, tools, templates, documents and reports\nProduction and management of all IT Problem Records, ensure agreed dates and timescales are met and any issues escalated.\nTrend Analysis; ensure that full investigation of issues occurring weekly/monthly with Root Cause and Plans to prevent re-occurrence.\nWeekly Reporting: ensure that all reports are sent in time to stakeholders and teams on their current progress and identify possible escalations beforehand.\nPresent the Weekly Service Review to Head of SMO and Tech Service Review to Tech Managers\nQualifications\nExperience of leading and managing Major incidents.\nExcellent understanding of ITIL\nHave 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.\nBe 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.\nAbility to organize and chair Major Incident resolution discussion.\nBe able to listen to and to question colleagues and influence where required.\nHave strong organization skills enabling the management of multiple incidents simultaneously and be effective in their prioritisation based on impact to the business.\nFamiliar with ITSM tool (Preferably ServiceNow)\nAbility to work within a team \nPersonal Qualities\nDemonstrates 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.\nAbility to develop and deliver clear, concise communication and communicate highly complex technical information clearly and articulately.\nAbility to identify, influence and work collaboratively with internal Stakeholders and key external service providers.\nDemonstrates strategic thinking and planning ability, whilst being tactically responsive to changing needs.\nConfronts and works through tough issues, demonstrating perseverance and a sense of urgency.\nHas a passion for technology, keeps up to date of new technology and developments and understands the potential impact and value to the business.\nAn ability and desire to learn new skills and technologies.\nPositive attitude can work with ambiguity and adapts well to change.\nFostering a supportive team atmosphere","description_format":"text","description_chars":3847,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["iGaming & Gambling"],"lifecycle":[{"event":"open","at":"2026-10-20T04:41:38Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":1,"p_active":0.144,"p_room":0.28,"age_days":97,"expected_fill_days":15,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/rank-group-incident-problem-manager","json_url":"https://alion.io/job/rank-group-incident-problem-manager.json","meta":{"generated_at":"2026-10-27T15:19:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4291,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":172402},"rest":"https://alion.io/mcp/rest/get_company?id=172402"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frank-group-incident-problem-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frank-group-incident-problem-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frank-group-incident-problem-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rank-group-incident-problem-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frank-group-incident-problem-manager"}]}