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Problem and Major Incident Manager - Glasgow

Technology - IT- Infrastructure
Ref: 4814 Date Posted: Thursday 08 Jun 2017
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Nine Twenty are delighted to be assisting in the recruitment of a Problem and Major Incident Manager in Glasgow.

The problem manager uses a modern ITOA toolset and an ITIL-based process approach to identify and remove errors impacting client operations, delivering productivity gains and cost savings as incident volumes decrease. Where errors cannot be fully removed, the problem manager establishes workarounds that minimise impact and document them in the knowledge base.

The major incident manager coordinates service restoration efforts and is accountable for all communications around a major outage, working to 15 minutes response times and 2 or 4 hour service restoration SLAs. Typically this involves chairing conference calls and using other modern communication tools to enable efficient information exchange.

This role has direct client interaction and may involve occasional business travel. The team operates with a 1:4 rotation for out of hours cover 365 days per year.

Responsibilities/Accountability:

  • Carry out regular trend analysis on a six-month data set to identify errors
  • Manage the full life cycle of problem records
  • Deliver double digit reductions to incident volumes for supported accounts
  • Use ITOA tools to understand actual user experience
  • Maintain known error records
  • Assist with shift left opportunity identification
  • Build close partnership with service desk and resolver teams to drive process improvements
  • Maintain problem records and tracker
  • Chair weekly problem management calls
  • Author major incident reports
  • Maintain major incident register to a high standard
  • Drive efforts to ensure no major incident recurrence
  • Provide monthly problem management report to service delivery
  • Chair major incident calls with clients, 3rd parties and internal resolver groups
  • Document and communicate technical recommendations with supporting cost/benefit analysis

Skills/Experience

  • Excellent verbal and written communications with proven report writing skills
  • Ability to adhere to governance standards and processes
  • Strong interpersonal and relationship building skills. You must be able to work as part of a team.
  • IT knowledge (broad rather than deep) of IT systems and technology
  • Data analysis experience and structured approach to problem solving
  • Strong Excel skills including pivot tables and experience using other Microsoft Office applications
  • Proven customer support experience in a large global IT service support environment
  • Experience with Service Now or another ITSM tool preferred
  • An understanding of Service Level Agreements and their application
  • Experience and a strong understanding of ITIL process areas
  • Excellent customer service skills and an ability to listen and understand the customer's requirements

To apply for this position, please get in touch with Rachael at Nine Twenty.