IT Incident & Problem Manager

Ocho People; Belfast; On-site; GBP 50,000 - 70,000; Full time

Job summary

A technology company in Belfast is seeking an experienced IT Incident & Problem Manager to lead the management of IT incidents and drive service quality improvement. The ideal candidate will have substantial experience in complex environments, be proficient with ITSM tools, and possess excellent communication skills. This role involves coordinating incident management, conducting root cause analysis, and improving processes across teams.

Qualifications

• Strong experience in Incident & Problem Management within a complex environment.
• Experience managing senior stakeholders.
• Comfortable working with international teams across different time zones.

Responsibilities

• Lead and coordinate the full lifecycle of incident and problem management.
• Run RCA sessions, post-incident reviews, and status meetings.
• Proactively monitor KPIs and performance metrics.
• Deliver service improvement initiatives.
• Provide clear communication during major incidents.

Skills

Incident & Problem Management

ServiceNow or similar ITSM tools

Problem-solving and analytical skills

Confident communication

Education

ITIL v3/v4 Foundation or equivalent certification

Job description

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.

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