Major Incident & Problem Manager

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 on 07436 071 269 to learn more??