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IT Problem and Incident Management - ITIL - ITSM

Posted on Dec 22, 2021 by Roxwell Talent

Colchester, Essex, United Kingdom
IT
Immediate Start
£75k - £95k Annual
Full-Time

The primary purpose of the role is to work as a Problem Manager, leading the investigation and resolution of the root cause of incidents. The role will sit alongside some more process-orientated Problem Mangers, but be a far more technical role, working closely with technical teams and architects to understand and analyse complex problems - often that sit across multiple technical areas.

We're looking for someone with a rich technical background. Perhaps a senior IT support person, or architect, who is now looking to apply their knowledge in a way that can really make a difference in an organisation by solving some of the problems that cause issues for our business.

This will be both a reactive and proactive role, either responding to major incidents, incident volume, Voice of the Customer, or self-generated data analysis ie identifying areas of investigation and following up on them.

This role is based in the Technology Service Management Team, working to achieve the Technology goals of:

  • Faster resolution of IT issues
  • Reducing volume of IT issues
  • More efficient use of resources
  • Year on year improvement of IT Services
  • Effective management of Risks
  • Greater transparency
  • Effective Service Management Reporting

Key Responsibilities

  • Managing Problems, both major and minor and investigating them at a technical level, along with other technical staff.
  • Monitor customer service or service desk functions, and collecting performance data. Use data to generate areas of investigation.
  • Reducing business impact of incidents through documentation and publishing of validated workarounds
  • Supporting the implementation of best practice processes, service reporting and tools in order to consistently meet Service Targets
  • Provides support and guidance to all users in the effective use of problem management processes and tools available to them; demonstrates ingenuity in applying knowledge to non-standard situations.
  • Briefs all staff on outstanding issues, ensuring that documented workarounds are relevant, clear and accessible to all.
  • Initiates action to resolve problems in systems and services. Documents such incidents and problems within the configuration management defect/problem reporting system. Matches unresolved incidents against existing problems, known errors and other incidents (including parent incidents).
  • Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use it.
  • Reviews and analyses historic data to identify underlying trends and initiates proactive problem management activity, across teams, to drive improvements and reduce incidents.

Technical Skills

  • Will have a rich technical background. Likely in architecture, or high level support. Able to understand technology across the entire technical stack, from Network all the way through to application.

*desirable:

  • Will have taken deep technical background and already applied it to a service management environment.

Qualification

  • ITIL qualification

*desirable:

  • ITIL v4 Expert

Practical Experience

Proven experience in Major Incident and/or Problem Management within a fast-paced, technology complex, global organisation

Good understanding of leading industry enterprise technologies, namely:-

  • Windows Server OS
  • Documentum
  • Office 365
  • Cisco Collaboration
  • Azure, AWS, GCP
  • Oracle
  • MS SQL
  • Microsoft App-V & MSI
  • VMWare
  • SAP
  • K8S
  • Service Now
  • Windows 10
  • PowerShell Scripting & automation

Reference: 1438940746

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