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.