IT Incident and Problem Manager

Job Description

Summary

  • Job Reference: VR130925
  • Job Title: IT Incident and Problem Manager
  • Annual Salary/Benefits: 35,000-37000 plus excellent benefits (Bonus, Pension, Annual Leave etc)
  • Location: Belfast City Centre, hybrid (3 days onsite, 2 days WFH - choose your WFH days)
  • Client: Private sector - Finance
  • Contract: Permanent, full-time (37.5 hours pw, typically Mon-Fri / 8.30-5)

IT Incident and Problem Manager - Overview

Reporting to the IT Operations Team Lead, the IT Incident & Problem Manager will work as part of a team responsible for the operational execution of the Incident & Problem Management Policies, to ensure that the organisation remains fully accountable and in control of incident and problem management. Working with internal teams and external suppliers, you will co-ordinate all incident and problem management activities to proactively prevent problems from occurring, resolve existing problems, thus improving service quality and stability.

Role Responsibilities:

Problem Management

· Manage the problem record lifecycle in accordance with the Problem Management Policy. Ensure that respective Incidents / Problems / Changes are identified, recorded and tracked through to satisfactory resolution in line with agreed resolution plans.

· Facilitates and participates in Problem Management meetings, for example, RCA meetings following service impacting issues, outstanding Problem and Problem Tasks Reviews, inter-departmental Problem Status meetings, Platform Review meetings.

Incident Management

· Provide ownership of major IT incidents and co-ordination of the incident resolution process and recovery activities.

· Facilitate the close liaison with the business and various internal IT teams, to effectively manage incidents and problems impacting the business.

Experience / Competences

· Problem & Incident Management experience within a complex global corporate environment, financial services experience preferred.

· Strong experience with ServiceNow, or similar ITSM tools, with a clear understanding of how tools should be used to support Problem Management process activities.

· Strong analytical and problem-solving skills, preferably evidenced by previous similar experience in a similar role.

· Strong communication skills, experience managing relationships with senior stakeholders.

For further information on this IT Incident and Problem Manager role, including a full job description, or any other IT job in Northern Ireland, apply via the link or contact JP Rooney at VANRATH for a confidential chat today.