IT Incident and Problem Manager

VanRath; Belfast; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading recruitment agency is looking for an experienced IT Incident and Problem Manager in Belfast. The successful candidate will be responsible for managing the lifecycle of problems and incidents, coordinating resolution processes, and improving service quality in a financial services environment. Strong experience with ITSM tools and communication skills are essential for managing senior stakeholder relationships.

Qualifications

• Experience in Problem & Incident Management within a complex global environment.
• Strong understanding of ITSM tools to support Problem Management processes.
• Proven ability to manage relationships with senior stakeholders.

Responsibilities

• Manage problem record lifecycle as per Problem Management Policy.
• Provide ownership of major IT incidents and coordinate resolution processes.
• Facilitate cross-departmental meetings for problem management.

Skills

Problem Management

Incident Management

Analytical skills

Communication skills

Tools

ServiceNow

Job description

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.
  • Facilitate and participate 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.