Incident & Problem Manager

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Incident & Problem Manger/6 month Contract/Buckinghamshire/£275

Are you looking for your next career move, a chance to become part of an established and sustained company, or just simply looking for a change, then this is a chance not to be missed!

Spring Technology are currently recruiting on behalf of one of our leading ICT Services Clients who are seeking a Incident and Problem Manager

The role and responsibilities will include

*Full accountability for the Major Incident Management and leading on all Incident Management activities.

*Fulfilling the role of the Major Incident Management Process Owner.

*Co-ordinating the recovery of the service across ICT Operations resolution groups and 3rd parties.

*Chairing Operational & Management Bridge(s), as required.

*Ensuring an effective plan of action is identified and being acted upon for resolution.

*Creating Major Incident Reports (MIR).

*Monitoring and progressing all Major Incident Management actions.

*Full accountability for the Problem Management function and Problem Management activities.

*Monitoring and progressing all Problem Management actions.

*Is accountable for the delivery of Root Cause Analysis and problem resolution within given target duration.

*Is responsible for acting as an escalation point to expedite problem resolution.

*Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks.

*Provision of update reports to senior leadership team, as appropriate to the urgency and impact of the Problem.

*Accountable for both the Major Incident Management and Problem Management processes within Service Operations, fulfilling the role of process owner.

*Accountable for the ownership of all Major Incidents (Priority 1 and Priority 2), managing all high priority incidents to successful resolution.

*Responsible for the creation/progress and communication of agreed technical restoration plans.

*Initiate and facilitate Post Incident Reviews (PIR) within 24hrs of Incident resolution/closure.

*Prepare written preliminary Major Incident Reports (MIR) for distribution to the Service Delivery Management community within 48hrs of Incident resolution/closure.

*Prepare written final Major Incident Reports (MIR) for distribution to the Service Delivery Management community within 5 days of Incident resolution/closure.

*Accountable for the creation and ownership of all Problem records throughout the Problem Management lifecycle.

*Lead on Major Incident and Problem Management improvement plans on a regular basis, contributing ideas and supporting any identified improvement initiatives ensuring that contributions are documented and progressed.

Essential

*ITIL v3 foundation Level (Minimum).

*Demonstrable experience of managing Major Incidents and Problems affecting critical IT systems and services in a managed services Major Incident and Problem Management function.

*Excellent communication skills both written and verbal with strong documentation and leadership skills.

*Experienced in conducting Root Cause Analysis (RCA) techniques.

*Experienced in performing trend analysis of recurring Problems/Incidents.

*Excellent communication skills both written and verbal with strong documentation and leadership skills.

*Matrix Management of 2nd/3rd line technical teams, third parties and suppliers.

*Proven ability to negotiate at all levels across IT, stakeholders and suppliers.

*Knowledge and understanding of enterprise IT systems.

*Knowledge and experience of corporate service management toolsets in order to assess/ determine business impact of incidents.

*Data Analysis skills.

*Excellent knowledge and use of MS Office Suite (especially Word and Excel).

Due to the nature of the work you are required to go through SC Clearance if not held already

If this role sounds of interest to yourself and you are suited to this role please send your CV to [email protected]

All candidates will be spoken to regarding the role prior to submission

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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