Incident & Problem Manager

Incident & Problem Manager
Horsham, West Sussex - Temporarily remote

Incident & Problem Manager needed for a leading financial organisation based in Horsham, West Sussex who are looking to employ an experienced Incident & Problem Manager with an in-depth knowledge of incident & problem management, strong working knowledge of ITIL Service management framework, service operations, root cause analysis, major incident reporting, managing major incidents throughout their lifecycle and leading the communications

The successful Incident & Problem Manager will want to work for this client not just because it's a great opportunity but also because they will give you a wealth of benefits including:

* Salary: £50,000 - £60,000 per annum
* 25 day's holiday
* Pension
* Flexible working
* Career Progression

Some of the main duties of the Incident & Problem Manager will include:

* Responsible for incidents being managed in accordance with the Incident Management Policy and Process in place
* Be the initial point of contact for Incident Management queries and escalations
* Ensure the Application Support team triage incidents in line with Incident Management process
* Lead Major Incidents; facilitate technical and non-technical bridge calls and coordinate the teams involved in investigations and manage communications internally, and to our leadership team.
* Manage PIRs (post incident review) meetings where required
* Produce Major Incident reporting
* Chair incident and problem review meetings internally to ensure decisions and actions are assigned and managed to conclusion
* Responsible for problems being managed in accordance with the Problem Management Policy and Process and that all learnings are identified, mitigating actions are agreed and documentation and training is updated and deployed in support teams
* Produce problem reports
* Work closely with the Application Support Manager to review trends in the services and identify areas where proactive problem records can be raised and managed accordingly to prevent service outages
* Work closely with the application support team to ensure known errors are documented, reviewed and maintained

What you need to be the successful Incident & Problem Manager:

* Good knowledge & experience in Incident Management & Problem Management
* Demonstrable, strong working knowledge of ITIL Service Management framework
* Basic knowledge of the IT infrastructure (hardware, databases, applications, integrations, operating systems, local area networks etc)
* 5+ years' experience in service operations roles
* Excellent interpersonal skills to act as a single point of contact for senior business stakeholders in relation to Major Incidents and Escalations
* Excellent communication skills with non-technical stakeholders to ensure that they understand the impact of Major Incidents and the actions taken to resolve
* Track record of improving SLAs
* Good experience of ITSM tools
* Agile

This really is a fantastic opportunity for a Incident & Problem Manager to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

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