IT Incident & Problem Manager

The Newcastle upon Tyne Hospitals NHS Foundation Trust; Newcastle upon Tyne; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Flexible working

Staff benefits

Job summary

The Newcastle upon Tyne Hospitals NHS Foundation Trust is seeking an experienced IT Incident & Problem Manager to lead, develop and maintain the Trust's Incident & Problem Management functions. You will work with the IT Service Manager to ensure stability of live service and oversee major incidents and problem resolution.

The role requires ITIL and Prince2 credentials, strong problem solving skills and the ability to coordinate cross-functional teams across a large multi-site NHS organisation.

Qualifications

• Degree-level IT qualification or equivalent experience.
• ITIL Practitioner or equivalent certification.
• Prince2 certification.
• Experience managing Major and High-Impact Incidents.

Responsibilities

• Own and champion Incident and Problem Management disciplines for the Trust.
• Identify root causes of Incidents and Problems.
• Provide workarounds and advise on best resolutions.
• Manage active Major Incidents and escalation.
• Interface with Change and Service Management.
• Create, develop and maintain Knowledge Database.
• Produce regular reporting and performance metrics.

Skills

Interpersonal skills

Communication skills

Troubleshooting

Analytical thinking

Team leadership

Education

Degree in IT or related field

ITIL Practitioner certification

Prince2 certification

Tools

ServiceNow

Job description

Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS hospital trusts in the country. We have around 16,000 staff and an annual budget of £1.7 billion.

With strong history of providing high quality care, clinical excellence, research and innovation regionally, nationally and internationally, w e’re in the top five providers of specialised health services in the country.

As well as providing a wide range of hospital and community services, we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.

We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people's race, disability, sex, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.

Newcastle Hospitals are proud to be one of the exemplar organisations across the NHS on sustainability, with a long history of delivering Sustainable Healthcare in Newcastle (Shine) and the first healthcare organisation in the world to declare a climate emergency. Our strategy includes commitments to being Net Zero by 2030, for our direct carbon footprint, and Net Zero by 2040 for our footprint plus. Delivering these ambitions will not be possible without the help, support and action of every single member of our team.

Job overview

This is an interesting but challenging post. The successful candidate will work with the IT Service Manager to support the management and development of the Trusts Incident and Problem Management functions.

Main duties of the job

• Own and champion Incident and Problem Management disciplines for the Trust
• Identify the root cause of Incidents and Problems
• Provide information, advice and document on the best workaround available for the Incidents
• Progress "aged" Incidents until they are successfully resolved
• Undertake the following re-active responsibilities:
  • Identifying Problems by analysing Incident data
  • Investigating Incidents, according to impact, through to resolution or error identification
  • Raising RFCs to clear errors
  • Monitoring progress on the resolution of Known Errors
  • Advising Service Management staff on the best available Work-rounds for Incidents related to unresolved Problems/Known Errors
  • Assisting with the handling of Major Incidents and identifying the root causes
• Interface with Change and Service Management
• Create, develop and maintain Knowledge Database
• Continually review problem policy, process and procedures
• Ensure compliance with all national and local standards protocols for IT Services, including hardware, software, documentation and service.
• Be aware of and comply with the need for strict confidentiality and security of all IT systems and personal records and to be aware of, and comply with, all relevant legislation
• Provision of regular reporting and performance metrics

Working for our organisation

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

With around 2 million contacts with patients every year, we deliver care from:

• Northern Centre for Cancer Care, North Cumbria

These include a range of flagship services which deliver cutting‑edge care (supported by state‑of‑the‑art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.

We also have offices at Regent Point in Gosforth and community sites.

Please see attached information on what Staff Benefits we have to offer at our Trust under 'Documents to download' or 'Supporting documents'.

For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust

Detailed job description and main responsibilities

In this challenging role the the post holder will be required to work in the Service Management team. In this capacity the post holder will be responsible for all of the activities associated with Incident & Problem Management to ensure stability of live service.

These activities include:

• Develop and maintain IT Incident / Problem Management and Major Incident Management processes
• Co-ordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds, or resolution advice and closure
• To manage in-depth investigations into IT-related incidents / Problems in order to minimise or prevent breaks in service
• To conduct detailed analysis of data gathered via the Service Management Tool in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues
• Working as part of a team to investigate and identify root causes of issues

Whilst Newcastle Hospitals are a forward thinking and highly innovative organisation, the use of Third-Party Artificial Intelligence (AI) presents a risk to the integrity of our Recruitment & Selection processes. If you use AI, and it poses a risk to the integrity of your individual application or to the recruitment process, we may withdraw your application at any stage of the process.

Person specification

Qualifications & Education

• Educated to at Degree level (or equivalent qualification / experience) in an IT related subject and experience in an IT support role
• ITIL Practitioner or Management certification
• Prince 2 Certification

Knowledge & Experience

• Demonstrable experience of managing Major and High Impacting Incidents
• In depth knowledge of Microsoft Operating Systems and products
• In depth technical knowledge and expertise of IT hardware, operating systems, end-user software and infrastructures
• Significant experience of supporting a complex networked environment
• In depth knowledge of on-line technical and support resources
• Experience of providing support to a large multi-site organisation
• Experience of Vendor management
• Knowledge of ServiceNow
• Experience of matrix management in an IT environment
• Experience of reducing "aged" tickets

Skills & Abilities

• Excellent interpersonal and communication skills
• Ability to develop good working relationships with staff at all levels
• Ability to work unsupervised
• Excellent documentation writing skills
• Excellent troubleshooting and analytical skills
• Supervisory skills
• A good, professional telephone manner
• A logical approach to problem solving and a flexible approach to work
• Maintain a customer-focused service at all times
• Alignment to Trust Values and Core Behaviours

Important note on completion of reference section of Application Form

All references from current and previous employers will be sought and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Failure to complete this section may result in your application not being processed.

Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first month’s pay.

Candidates who are shortlisted for interview will be contacted by e‑mail. You should check your SPAM folders as well as your inbox. If you have not been contacted within 4 weeks of the closing date you should assume your application has been unsuccessful.