Incident & Problem Manager

Description

• Implement, embed and provide ongoing support of the Incident and Problem Process and Procedures to ensure uplift leading to an adoption of ITIL best practices
• Reduce incident recurrence, enhanced IT Service quality and reliability, cost reduction, knowledge and learning, risk mitigation and continuous service improvement
• Drive repaid service restoration, effective crisis management, SLA adherence and structure incident response
• In partnership with the Service Delivery Manager (SDM) will be responsible for overseeing and managing Incident, Problem and Change across the Domain environment
• Ensure the seamless operation, continuous improvement, and strategic alignment of our business technology services with broader organisational goals
• Establish and operationalise a consistent Incident and Problem Management processes across Domain Group

Requirements

• Expert knowledge of ITSM tools JIRA Service Management (JSM) and frameworks, with practical experience in implementing and managing ITIL processes 3
• Root Cause Analysis (RCA) Certifications
• Incident & Problem Management Expertise: 5+ years defining and driving incident and problem management processes, including experience with post-mortem analysis and corrective action implementation
• Global Best Practice in IT Major Incident Management (MIM®)
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. A Master’s degree or relevant certifications (ITIL, PMP, ISO27001 Lead Implementer) is highly desirable

Benefits

• Continuous opportunities to leap, learn and grow in a team that values creativity and innovation;
• First-rate parental leave;
• Hybrid working;

Training + Development

Interview process

Visa Sponsorship

Security clearance