3 of 3 Permanent Problem Management Jobs in Birmingham

delivery across the organisation. As a senior leader in IT, you'll shape the direction of our support function, drive continuous improvement, and play a key role in incident management, change control, and vendor relationships. Your leadership will ensure we not only meet but exceed our service targets, keeping systems running efficiently and delivering an outstanding experience for users. … Key Responsibilities Service Leadership & Management Lead, develop, and inspire the 1st & 2nd Line Support teams, maintaining high standards of consistency, quality, and service delivery. Effectively manage team resources, drive high performance through KPI tracking, and foster a culture of continuous improvement. Take overall ownership of IT service availability, aiming for 99%+ uptime and optimal system performance. Incident & Problem Management Oversee both standard and major incidents, ensuring prompt resolution and proactive steps to prevent recurrence. Lead Root Cause Analysis (RCA) investigations and implement actionable solutions to enhance system stability. Monitoring & Reporting Utilise ITSM toolsets (e.g., Ivanti Neurons) to track service effectiveness and leverage data for process optimisation. Monitor customer satisfaction, colleague productivity, and identify opportunities for automation. More ❯

Responding to and resolving incidents effectively and quickly while assisting users to make more effective use of desktop systems, products and services and adhering to ITIL lifecycle incident and problem management processes. Accountabilities To restore service to normal working conditions as quickly as possible. Support documentation - recording all incidents and queries. Communication - escalation of incident to appropriate people … to help customers. Classification - using tools and experience to escalate similar incidents to the appropriate people. Investigate and diagnose the incident. If an incident is recognised to be a problem, assign to the development team where a more in-depth investigation will be undertaken. Resolution - restoration of services and recording of all incident control actions. Closure - formally closing the More ❯

services Maintain high levels of availability and performance Ensure delivered services meet security and compliance guidelines and requirements Foster continuous improvementsImplement best practises and standards Ensure proper incident and problem management Reporting on service performance and maintaining comprehensive documentation Stakeholder Management Your profile Formal education and professional experience University degree or Master in C&I Engineering or … Cyber Security or equivalent experience/qualifications in those fields in the process industry Comprehensive experience in the implementation and management of IT/OT services or alternative experience in DCS engineering/automation technology ISA/IEC 62443 in cyber security is desirable Comprehensive understanding of asset driven organizations Excellent knowledge of the processes and operations of IT … services Profound knowledge of the Energy Assets Business processes and value drivers Strong stakeholder management skills, gained in a major customer and operational performance driven business. Competencies and skills Clear attitude of entrepreneurship, always seeking for new opportunities to add value by IT to the business Understanding of highly operational and cost driven organizations Understanding of requirements, constraints, financial More ❯