Incident & Problem Manager

The Incident & Problem Manager will work with the technical teams to identify problem issues, raise appropriate problem cases and manage those cases through to conclusion. They will also be the lead for major incidents that occur during business hours.

Experience in IT incident and problem management

3 years incident management

ITIL foundation desirable

Permanent ; Monday - Friday ; Hybrid 50% WFH, 50% office (Sheffield)

This role involves the following:

Own the problem management process and manage problem records.

Develop strong processes so that Major Incidents are managed to successful Completion and RCA documents raised.

Whilst not a primarily technical role, an understanding of/experience with;

• Messaging – Exchange, Skype
• Microsoft Office 365
• Virtualization
• Backup & Archiving
• SAN storage.
• Core Infrastructure – Active Directory/Windows
• Strong understanding of ITIL processes - advanced ITIL qualification would be desirable but not essential.
• Experience of Problem Management, analyzing incident trends, raising problem records, working with technical teams.
• Experience of Major Incident Management with the ability to work under pressure, engage with technical teams and manage Customer experience.
• Excellent communication, teamwork and interpersonal skills.
• Ability to create process for other team members.
• Qualities: Integrity, attention to detail, timeline sensitive, goal oriented, motivated.