Problem & Incident Lead - Essex

Position : Problem & Incident Lead
Location: Essex
Salary: £38000 - £42000 per annum

Department : IT Operations
Reports To : IT Service Operations Manager

1. Purpose My client is looking for a resilient Major Incident & Problem Lead with a passion to provide excellent customer service. Working within a challenging, fast paced environment you will play a critical part in improving our reputation for professional delivery of IT Services.

A key aspect of the role will be overseeing and managing all problems, where your aim will be to move away from reactive problem management, instead using proactive methods to manage underlying technical issues through to resolution and help to deliver more stable services and reduction in incidents.

You will be responsible for coordinating technical resource and overseeing structured investigations to ensure that impact to our organisation is managed and minimised. Good communication skills will be key; as you will interact with a wide variety of stakeholders including senior management, senior users and delivery teams.


2. Dimensions

We are looking for a strong personable individual with the ability to work under pressure and maintain focus in challenging circumstances. Alongside excellent organisation, communication, time management and prioritisation skills you will also need a keen eye for detail in order to capture, maintain and review key knowledge during fast paced incident investigations.

It is crucial that there is an awareness of incident & problem management processes. We also require ITIL v3 foundation, ITIL service operation and ITIL operational support & analysis certificates.


3. Key Result Areas.

 Identifying and escalating major incidents up the IT service management & operations chain to ensure the major incident process is employed as and when required  Running incident review sessions for high priority incidents where the root cause is unknown  Maintaining the policy and process documentation for incident management processes  Ensuring that all major incidents are being progressed & resolved against the defined SLAs  Ensuring all problem investigations and known errors and managed effectively through the problem management lifecycle and recorded accurately in the service management toolset  Detecting and reducing reoccurring incidents through trend analysis  Ensuring that all high priority incidents are related to a problem or known error record  Oversee accurate and timely information to end users  Work alongside outsourced suppliers  Identifying and reporting incidents that require risk items to be raised against them


4. The Operating Environment and Context of the Job

Our clients strategic vision and point of differentiation is customer intimacy in the delivery of all its service to customers in all its markets. With respect to IT, my client needs to ensure to that its use of technology supports all operational delivery, client service plans and growth plans.

This is a challenging role that provides extensive opportunities for, influencing the way the IT department operates and to also interface with senior IT management. Incident management is the key function of IT Operations but the team also covers other responsibilities including: problem management IT security and change management.

You will be responsible for the management of P1 & P2 impacting incidents, primarily involving infrastructure issues or data/application issues. You will undertake post incident reviews, with the focus on identifying process or operational improvements. Your role will include providing team coverage throughout the business day from 08:00 to 18:00. You will participate in the teams on- call rota when sufficient experience has been gained.

You will be responsible for advising and consulting with other IT teams on processes relating to incident, problem, risk, cyber/security and change management. You should work with IT teams to improve the overall stability of the production environment both regionally and globally.


5. Job Specific Competencies:

Generic Job Specific Ability to motivate colleagues to achieve the right outcome for customers and the organisation Good interpersonal, verbal and written communication skills ◦Ability to communicate technical concepts to nontechnical people ◦Ability to understand and communicate at a technical level ◦Ability to communicate business needs to technical colleagues Passion for quality excellence Strong ownership and resolution characteristics backed by persistence to ensure goals are delivered Ability to drive process forwards Ability to engage with internal and external resources to resolve issues efficiently and effectively Extensive experience of ITIL disciplines Propose and coach understanding of investigations and threats without presuming the solution required. Technical/operational understanding, drawn from significant relevant experience Management of IT outsourced third party service provision Knowledge of the financial services industry Excellent communication skills; approachable; authoritative; diplomatic; demonstrates empathy; strong focus on performance measurement, management and talent development

6. Key Interfaces:

You will be responsible for collaborating with all elements of the operational area of IT irrespective of management level. This includes but is not exclusive to; infrastructure, development operations, service desk. This includes a number of vendor relationships and the need to conduct business via a number of different methods with both nearshore and offshore teams