Major Incident & Problem Manager

Description:

The Opportunity:
We are currently looking for an experienced Service Manager with a proven background delivering both Incident AND Problem Management in high pressure environments.
You will work with a team of experienced Service Management professionals to support the day to day management of all P1 and P2 major incidents on a real time, mission-critical control system which is experiencing on average 8-10 major incidents a week.
You will also be involved in proactive Problem identification and investigation via data gathering and creation of ITSM Dashboards to reduce and resolve emerging and recurring problems.
Skills and Experience:
* Extensive experience working in a busy Service Management role undertaking BOTH incident and problem management
* Ability for reviewing and improving incident escalation actions, processes and reporting through creating and analysing ITSM Dashboards
* Strong communication and client management skills, with direct exposure to handling tricky and hard to please clients
* In-depth understanding and certifications in service management methodologies (ITIL V4, ServiceNow)
* Willing to work as part of a rota to ensure 24/7 coverage
Role and Responsibilities:
* Undertake daily Incident Management of P1/P2 incidents, prioritising them according to their severity and urgency
* Solve complex problems with software and hardware to ensure incidents and service outages are resolved as quickly as possible
* Analyse current processes, identify and implement opportunities to optimise processes, and lead and develop a team of experts to deliver service improvements
* Maintain compliance with customer-related SLA parameters for incident resolution times
* Manage senior stakeholders based in the US and EU, ensuring there is an effective level of communication between key members
Please call James Sample here at ISR to learn more??