We are looking for an Incident and Problem Manager, to work with our client a Global Omni-Channel Communications business.
As the Incident and Problem Manager, you will be at the heart of the incident management process, with a primary focus on restoring normal service operations as quickly as possible and minimising any adverse impact on business productivity. You will oversee both day-to-day incident management and long-term problem resolution, working closely with technical teams, business stakeholders, and third-party suppliers to ensure the smooth and timely resolution of issues.
Main Responsibilities:
Incident Management:
- Restore Normal Service Operations: Act as the primary point of contact for managing major incidents, coordinating efforts between technical resolver teams, third-party suppliers, and key business stakeholders to ensure rapid resolution and minimal business disruption.
- Communication and Coordination: Provide clear and consistent updates to both internal teams and the business throughout the incident lifecycle. Ensure that all parties are kept informed of progress and resolution timelines.
- Major Incident Management: Lead the resolution of high-priority incidents, ensuring appropriate resources are mobilised and that actions are taken within agreed timeframes to restore services.
Problem Management:
- Root Cause Analysis: Identify and analyse recurring incidents to determine their root causes. Work with technical teams to implement permanent fixes or effective workarounds that prevent future occurrences.
- Continuous Improvement: Develop and implement problem management strategies to eliminate the underlying causes of incidents and improve service stability.
- Prioritisation: Assess and prioritise incidents and problems based on business impact and criticality, ensuring that resources are focused on the most important issues first.
Supplier and Stakeholder Management:
- Supplier Performance Management: Review incident and problem resolution with third-party suppliers, ensuring that service levels and KPIs are met. Highlight areas for improvement and work with suppliers to implement corrective actions where needed.
- Escalation and Reporting: Monitor service delivery performance against KPIs, providing regular reports to senior management and product owners regarding supplier performance, service disruptions, and major incident trends.
Risk and Service Delivery:
- Risk Mitigation: Evaluate incidents and problems for potential risks to business operations, and work with stakeholders to develop appropriate mitigations. Assist in minimising the risk of incident recurrence and service degradation.
- SLA Management: Ensure that incidents are managed within agreed SLAs, proactively identifying and escalating potential risks to meet delivery targets. Support product owners in addressing any risks affecting service delivery.
Documentation and Knowledge Management:
- Documentation: Ensure all incidents and major incidents are thoroughly documented, with troubleshooting steps, service restoration details, and follow-up actions clearly outlined.
- On-Call Support: Participate in the on-call rota and provide out-of-hours support as required for incident resolution.
- Process Adherence: Ensure incident and problem management processes are followed according to ITIL best practices and company standards.
Required skills and experience:
- ITIL Foundation Certification (required); further ITIL certifications (such as ITIL Intermediate or Expert) would be a distinct advantage.
- Relevant experience in Incident and Problem Management within a fast-paced IT environment.
- Experience with incident management tools (e.g., ServiceNow, Jira, BMC Remedy) is preferred.
You will be required to participate in an on-call rota and provide out-of-hours support as needed. You can choose to work on-site, hybrid or remote.
Please note that due to the high volume of responses we receive, only successful applicants will be contacted.
Devonshire is an equal-opportunity employer, and we encourage job applications from people of all backgrounds. All qualified applicants will receive consideration regardless of gender, race, religion, age, disability, sexual orientation, or marital status.
Salary: £50,000 - £60,000 plus a £5K on-call allowance
Contract: Permanent
Location: Remote, UK