Description

We're looking for an Incident and Problem Manager to work across our Global Teams to be the decision maker and lead triage during any major IT incidents and outages

Client Details

Medical devices company.

Description

• A strong understanding of ITIL
• Proven incident and problem management experience
• Proven ability of working in a large organisation
• Strong understanding of operational readiness of services
• Strong understanding of IT services, service readiness and the required deliverables
• Ability to be flexible and work analytically in a problem-solving environment.
• Comfortable engaging with stakeholders of all levels
• Experience of investigating, defining and resolving issues in a fast-paced environment
• Excellent communication skills - both written and verbal, keen awareness of audience, able to present complex information to both technical and non-technical audiences
• Able to develop relationships with internal and external stakeholders
• Understand ITIL/ITSM processes

Profile

• Drives major incidents to resolution by taking ownership and enforcing the Incident Response process
• Engages and delegate work to the relevant teams and consultants during major incidents
• Collects proposed actions, recap actions to be taken and delegate accordingly
• Designates incident post-mortem owner and instruct the owner they will be responsible for looking up logs, managing the investigation, and keeping all interested parties informed
• Monitors post-mortem progress by tracking activity, recommending actions and collaborating with post-mortem owner
• Applies proven communication, analytical, and problem-solving skills to assist in implementing the Incident Response process
• Assists and manages the Post Incident Review (PIR) process for Major Incidents to drive identification and resolution of root cause to prevent incident recurrence
• Creates and publishes Executive Incident Reports providing a succinct intuitive summary of Major Incidents for IT leadership teams.
• Actively collaborates across Infrastructure Services and Application teams to identify potential areas of risk/issues
• Delivers high quality performance analytics/data quality reports to Senior Management, Risk and Governance Forums in line with agreed deadlines
• Provides customer-insight service performance and incident commentary for exec-level dashboard reporting
• Drives identification & implementation of enhanced service availability metrics
• Understands the triggers, interfaces and links between Incident, Problem and Change Management processes
• Strong experience in reporting and presentation skills
• Passion for working in technology

Job Offer

Career progression.

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