Incident/Problem Manager

Our client, a global technology organisation, urgently require an experienced Incident/Problem Manager to undertake a long term contract.

In order to be successful, you will have the following experience:

• Extensive experience of managing Service Support functions and ITIL processes
• Experience of managing virtual teams to deliver Problem Management process
• Experience in various Problem Management reactive and proactive techniques supported by understanding of statistics and quality management concepts
• SC Cleared

Within this role, you will be responsible for:

• Proactive and re-active investigations for simple problems usually limited to single SDO or internal Service Desk problems, assure timely delivery of the results
• Complete regular standard tasks following given prioritization
• Follow procedural activities described in the Problem Management documentation
• Provide analysis of the aggregate incident data to identify key trends
• Collect data for the resolution of the investigated problems and root cause analysis requiring the input of the multiple functions/SDO’s
• Assuring the analysis of the aggregate incident data to identify key trends
• Provide input into Known Error DB and KM systems
• Attend operational meetings
• Provide advice and assistance to SDOs to support a globally consistent approach to operational processes
• Effectively use working relationships with Customers and Suppliers
• Participate in continuous service improvement
• Review and quality check RCA templates
• Proactively monitor the Incidents to identify trends

This represents an excellent opportunity o secure a long term contract within a long term and dynamic organisation.