Problem and Incident Manager
Problem and Incident Manager
Do you want to be part of an elite Information support team and work alongside some of the most skilled and innovative IT Professionals? Are you driven by the challenge of finding solutions to complex problems in a dynamic environment? If so you should come and work as a Problem and Incident Manager at Camelot UK Lotteries Limited.
Dynamic, pioneering and inspiring, Camelot transforms lives - of National Lottery winners, of the beneficiaries of the Good Causes, and of our staff. We're licensed to run The National Lottery until 2023, and are committed to maximising returns to the Good Causes in the most efficient and socially responsible way. We have more than 36,000 retailers nationwide, run the world's most successful lottery website and operate four of the UK's biggest brands. Of these, Lotto is the single biggest FMCG brand in the country. Total lottery sales each year are bigger than Coca Cola, Warburtons, Walkers Crisps, Hovis, Cadbury Dairy Milk, Nescaf??, Kingsmill, Andrex, Lucozade and Robinsons combined.
The National Lottery may well be one of the UK's biggest brands, but Camelot is a comparatively small organisation. Essentially we are an SME in all but our turnover. With average weekly sales of around GBP100 million which resulted in 2013 annual sales of GBP6,720 million, we are a highly transactional operation.
The Service Delivery Team are core to providing efficient and effective IT services to support Camelot Business requirements. They are responsible for Ensuring service levels to our external customers and internal business users are maintained to highest standards providing minimum availability of 99.7%, per annum across all regulated systems. They also Manage the service delivery and effective performance of Operation 24x7 Data Centres, Networks and Service Management.
What the role entails?
• To implement and manage the Problem Management operation.
• To manage through to closure, problems as well as high impact and high priority incidents, to ensure minimal impact to the business.
• To analyse incoming information, identify trends, and develop working practices and resolutions to minimise the risk of potential problems.
• Co-ordinate and manage technical resources required to resolve all problems and high impact and high priority incidents.
• To implement and manage a Knowledge base so that it provides value to others.
Your Experience:
• Knowledge and practical experience of Service Management
• Experience of ITIL to at least foundation level
• Knowledge of project management methodologies, including PRINCE2
• Understanding of Knowledge Base Management
• Experience of Problem Management, including knowledge of how to develop and maintain problem and error control systems
• Understanding of the hardware and software that is utilised within Infrastructure
• Experience of working with major incident managers to identify root causes, advising on solution and remedial actions, during and after a major incident
• Experience of monitoring progress and resolution of problems and known errors
• Experience of chairing meetings involving technical and non-technical participants.
What's the deal?
We will provide you with a series of challenge projects together with the tools, equipment and support to give you the best possible chance of succeeding. Most importantly, we will give you the opportunity to work in a culture that is elite, energetic, passionate and innovative and you'll get to work with some of the most impressive people in technology! Bring your passion, curiosity, talent and innovation to our team and we will give you an environment full of challenges to flourish in.
Salary depends on experience but is as good as we've seen outside the City plus an annual bonus tied to both your and the company's performance. In addition we provide a range of other benefits including matched contribution pension up to 7.5%, private medial cover, life assurance, permanent health insurance, subsidised gym membership and childcare vouchers etc. as well as the opportunity to get involved in good causes initiative and events, team activities, sporting events, theatre and culture events etc. We also have an onsite subsidised restaurant and coffee bar as well as kitchen facilities throughout the site.
We don't do stuffy offices - our environment, like our culture is open, with space for collaboration and interaction. We're located in Watford just off junction 5 of the M1 and junction 17-18 of the M25 - it's commutable in under an hour from most of Berkshire (Reading), Middlesex (Uxbridge), Hertfordshire, Bedfordshire, Buckinghamshire (Milton Keynes) Northamptonshire, Cambridge and most parts of London. We like people to collaborate closely so you need to be in the office most days, but we do allow working from home occasionally (e.g. waiting for a delivery you can't arrange at any other time). Hours are 09:00 to 17:30, but we allow an element of flexibility to account for rush hour.
How to apply;
If you're up for this challenge then you can apply via LinkedIn or by clicking the 'Apply now' button and tell us, in a few hundred words, who you are, what you've been working on recently, and why you're the right person for the job. Include your CV and any links to website/blog.
Do you want to be part of an elite Information support team and work alongside some of the most skilled and innovative IT Professionals? Are you driven by the challenge of finding solutions to complex problems in a dynamic environment? If so you should come and work as a Problem and Incident Manager at Camelot UK Lotteries Limited.
Dynamic, pioneering and inspiring, Camelot transforms lives - of National Lottery winners, of the beneficiaries of the Good Causes, and of our staff. We're licensed to run The National Lottery until 2023, and are committed to maximising returns to the Good Causes in the most efficient and socially responsible way. We have more than 36,000 retailers nationwide, run the world's most successful lottery website and operate four of the UK's biggest brands. Of these, Lotto is the single biggest FMCG brand in the country. Total lottery sales each year are bigger than Coca Cola, Warburtons, Walkers Crisps, Hovis, Cadbury Dairy Milk, Nescaf??, Kingsmill, Andrex, Lucozade and Robinsons combined.
The National Lottery may well be one of the UK's biggest brands, but Camelot is a comparatively small organisation. Essentially we are an SME in all but our turnover. With average weekly sales of around GBP100 million which resulted in 2013 annual sales of GBP6,720 million, we are a highly transactional operation.
The Service Delivery Team are core to providing efficient and effective IT services to support Camelot Business requirements. They are responsible for Ensuring service levels to our external customers and internal business users are maintained to highest standards providing minimum availability of 99.7%, per annum across all regulated systems. They also Manage the service delivery and effective performance of Operation 24x7 Data Centres, Networks and Service Management.
What the role entails?
• To implement and manage the Problem Management operation.
• To manage through to closure, problems as well as high impact and high priority incidents, to ensure minimal impact to the business.
• To analyse incoming information, identify trends, and develop working practices and resolutions to minimise the risk of potential problems.
• Co-ordinate and manage technical resources required to resolve all problems and high impact and high priority incidents.
• To implement and manage a Knowledge base so that it provides value to others.
Your Experience:
• Knowledge and practical experience of Service Management
• Experience of ITIL to at least foundation level
• Knowledge of project management methodologies, including PRINCE2
• Understanding of Knowledge Base Management
• Experience of Problem Management, including knowledge of how to develop and maintain problem and error control systems
• Understanding of the hardware and software that is utilised within Infrastructure
• Experience of working with major incident managers to identify root causes, advising on solution and remedial actions, during and after a major incident
• Experience of monitoring progress and resolution of problems and known errors
• Experience of chairing meetings involving technical and non-technical participants.
What's the deal?
We will provide you with a series of challenge projects together with the tools, equipment and support to give you the best possible chance of succeeding. Most importantly, we will give you the opportunity to work in a culture that is elite, energetic, passionate and innovative and you'll get to work with some of the most impressive people in technology! Bring your passion, curiosity, talent and innovation to our team and we will give you an environment full of challenges to flourish in.
Salary depends on experience but is as good as we've seen outside the City plus an annual bonus tied to both your and the company's performance. In addition we provide a range of other benefits including matched contribution pension up to 7.5%, private medial cover, life assurance, permanent health insurance, subsidised gym membership and childcare vouchers etc. as well as the opportunity to get involved in good causes initiative and events, team activities, sporting events, theatre and culture events etc. We also have an onsite subsidised restaurant and coffee bar as well as kitchen facilities throughout the site.
We don't do stuffy offices - our environment, like our culture is open, with space for collaboration and interaction. We're located in Watford just off junction 5 of the M1 and junction 17-18 of the M25 - it's commutable in under an hour from most of Berkshire (Reading), Middlesex (Uxbridge), Hertfordshire, Bedfordshire, Buckinghamshire (Milton Keynes) Northamptonshire, Cambridge and most parts of London. We like people to collaborate closely so you need to be in the office most days, but we do allow working from home occasionally (e.g. waiting for a delivery you can't arrange at any other time). Hours are 09:00 to 17:30, but we allow an element of flexibility to account for rush hour.
How to apply;
If you're up for this challenge then you can apply via LinkedIn or by clicking the 'Apply now' button and tell us, in a few hundred words, who you are, what you've been working on recently, and why you're the right person for the job. Include your CV and any links to website/blog.