IT Incident & Problem Manager

Ocho; Belfast; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A financial services firm in Belfast is seeking an experienced IT Incident & Problem Manager to lead incident management processes and improve service quality. The ideal candidate will have strong skills in incident and problem management, excellent analytical abilities, and experience with ITSM tools like ServiceNow. This role offers the opportunity to work with international teams and significantly impact the IT operations.

Benefits

Work From Home

Qualifications

• Strong experience in Incident & Problem Management within a complex, global environment.
• Skilled in ServiceNow or similar ITSM tools.
• Excellent problem-solving and analytical skills.

Responsibilities

• Lead and coordinate the full lifecycle of incident and problem management.
• Run RCA sessions and post-incident reviews.
• Proactively monitor KPIs and performance metrics.

Skills

Incident

Problem

Management

ServiceNow

ISTM

ITIL

analytical

Education

ITIL v3/v4 Foundation or equivalent certification

Tools

ServiceNow

Job description

Overview

IT Incident & Problem Manager - Belfast

We're looking for an experienced Incident & Problem Manager to join an IT Operations team. In this role, you'll take ownership of major IT incidents and problem investigations, working closely with internal teams and external suppliers to prevent issues, drive root cause analysis, and improve service quality across the business.

Responsibilities

• Lead and coordinate the full lifecycle of incident and problem management, from identification to resolution.
• Run RCA sessions, post-incident reviews, and status meetings, ensuring clear action plans and accountability.
• Proactively monitor KPIs and performance metrics, producing regular reports for senior stakeholders.
• Work across teams to deliver service improvement initiatives across people, process, and technology.
• Provide clear communication and updates during major incidents, ensuring the business stays informed.

Experience & Qualifications

• Strong experience in Incident & Problem Management within a complex, global environment (financial services a plus).
• Skilled in ServiceNow or similar ITSM tools.
• Excellent problem-solving and analytical skills.
• Confident communicator with experience managing senior stakeholders.
• ITIL v3/v4 Foundation or equivalent certification (preferred, not essential).
• Comfortable working with international teams across different time zones.

Please apply now if you are meeting the above criteria, or contact Andrew Harrison directly

Skills

• Incident
• Problem
• Management
• ServiceNow
• ISTM
• ITIL
• analytical

Benefits

• Work From Home