Major Incident & Problem Manager

The Opportunity:

We are currently looking for an experienced Service Manager with a proven background delivering both Incident AND Problem Management in high pressure environments.

You will work with a team of experienced Service Management professionals to support the day to day management of all P1 and P2 major incidents on a real time, mission-critical control system which is experiencing on average 8-10 major incidents a week.

You will also be involved in proactive Problem identification and investigation via data gathering and creation of ITSM Dashboards to reduce and resolve emerging and recurring problems.

Skills and Experience:

• Extensive experience working in a busy Service Management role undertaking BOTH incident and problem management
• Ability for reviewing and improving incident escalation actions, processes and reporting through creating and analysing ITSM Dashboards
• Strong communication and client management skills, with direct exposure to handling tricky and hard to please clients
• In-depth understanding and certifications in service management methodologies (ITIL V4, ServiceNow)
• Willing to work as part of a rota to ensure 24/7 coverage

Role and Responsibilities:

• Undertake daily Incident Management of P1/P2 incidents, prioritising them according to their severity and urgency
• Solve complex problems with software and hardware to ensure incidents and service outages are resolved as quickly as possible
• Analyse current processes, identify and implement opportunities to optimise processes, and lead and develop a team of experts to deliver service improvements
• Maintain compliance with customer-related SLA parameters for incident resolution times
• Manage senior stakeholders based in the US and EU, ensuring there is an effective level of communication between key members

Please call James Sample here at ISR to learn more??