Location: Manchester

Rate: Negotiable

Start Date: 15/03/2019

Duration: Contract


Problem/Major Incident Manager - 6 months - Manchester

The Problem/Major Incident Manager is responsible for the firm-wide management, maintenance and reporting on all activities within the Problem Management and Major Incident processes.

Key Responsibilities & Deliverables

Major Incident Management

* Assess business impact and urgency, declare major incident and trigger business continuity procedures or disaster recovery as applicable

* Manage and oversee service restoration or impact reduction (implementation of workarounds)

* Ensure timely Service Provider engagement (cross-tower, external, etc.)

* Provide end-to-end outage and business communications

* Participate in meetings and drive service providers to identify root cause including well defined corrective/preventative action plans

* Acts as escalation point for Service Providers where resolution ownership is disputed

* Provides technical and process guidance support for Major Incident response Teams

* Provides guidance and assistance to Service Providers to ensure a globally consistent approach to Major Incident Management Process

* Ensures customer business interests are maintained over and above those of any specific Service Provider

* Collaborate with Service Provider Towers, Incident Managers, and Global Change Managers to ensure effectiveness of the Major Incident Management Process

Problem Management

* Manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans.

* Pro-actively identify operational issues and trends

* Provides appropriate reporting and drive resolution working directly with Service Providers

* Monitors problem management performance metrics and Key Performance Indicators (KPIs)

* Facilitates and participates in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues

Skills and Experience

* Understanding and experience of ITIL, particularly Incident, Request and Problem Management;

* An understanding of the technologies involved in the provision of IT services in a complex operating environment, especially highly available and resilient systems;

* Prior experience of working in a global team;

* Previous experience and demonstrable success in project delivery in large organisations (e.g. customers in different locations);

* A strong background in customer service and proven relationship management skills;

* Proficient English language and communication skills;

* Reporting on pro-active and reactive trend analysis;

* Reporting to all levels on summary and progress reports;

* Previous process embedding and maturation;

Desirable skills

* ITILv3 Service Management Foundation Certificate (or equivalent);

* Knowledge of service management

  • SiMPLE
  • FAST

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