Incident & Problem Manager

Scott-Merrick LLP
65000.00 GBP Annual
15 Sep 2017
18 Sep 2017
IT, Internet
Contract Type
Full Time

Incident & Problem Manager - Prestigious Luxury Retail Organisation - West London - Up to GBP65K

My client a prestigious luxury retail organisation based in West London are looking for an Incident & Problem Manager to join the team. The role will involve being responsible for owning the Incident and Problem Management processes, including overseeing the prioritisation and escalation of IT incidents and coordinating the incident resolver teams; restoring service and implementing workarounds and where applicable, conducting trend analysis and root cause analysis.

Key Responsibilities

  • Provide effective support and communication to IT teams, senior management, process owners and internal customers during major, significant and complex (cross-function) Incidents and Problems
  • Coordinate the activities required to respond to major and significant incidents in compliance with SLAs and OLAs
  • Develop and manage an appropriate 24/7 model for the handling of significant and major incidents
  • Serve as an escalation point of contact and co-owner of Major Incidents, with the primary focus on restoring service
  • Working with the technical resolver groups to ensure there is the capability to identify, prioritise, and resolve incidents
  • Working with resolver groups define appropriate Incident Models for routinely occurring Incidents, enabling them to be handled efficiently and effectively
  • Prepare written internal reports on Major and significant incidents
  • Establish and chair a routine Problem Review board with technology stakeholders to ensure IT Problems that pose the greatest risk and impact to the organisations IT services are sufficiently prioritised and worked on
  • Define and produce KPI reports on Incident and Problems
  • Manage continual service improvement initiatives for Incident and Problem processes, including ongoing development of service management toolset
  • Support the Change and Release Management processes to ensure that incidents triggered by Changes/Releases are investigated and lessons learnt and that Incidents that require Change/Release are appropriately categorised and prioritised
  • Support the Configuration and Asset Management process to ensure that Incidents and Problems are linked to the CMDB and business services
  • Support the Service Transition process to ensure that new and changing services align with current ways of working, or that appropriate (ie scalable, efficient, cost effective) Incident and Problem support models are defined and implemented
  • Support the Service Desk in providing exceptional Customer Service through accurate and timely Incident communications and establishing a process to update Service Desk and internal customers on Known Errors
  • Support the IT Service Continuity and DR processes by ensuring alignment with the Major Incident process

Skills, Knowledge & Experience Required:

  • Experience of managing Incident and Problem processes in an Omni channel environment, with multiple partners and technologies
  • Excellent communication skills
  • Proven ability to negotiate at all levels across IT, stakeholders and supplier partners
  • Experience in working within luxury retail is an advantage
  • Experience of ITIL

Please apply for more information on the Incident & Problem Manager position, based in West London.