IT Incident & Problem Manager

NHS Jobs; United Kingdom; Remote; GBP 42,000 - 58,000; Full time

Job summary

The Newcastle upon Tyne Hospitals NHS Foundation Trust is seeking an IT Incident & Problem Manager to support and develop the Trust's Incident and Problem Management functions. You will work with the IT Service Manager to drive stability and service improvements across multiple sites.

Key duties include owning the incident and problem disciplines, identifying root causes, developing workarounds, and maintaining knowledge bases. Strong ITIL, Prince2, and ServiceNow experience are preferred.

Qualifications

• Educated to degree level in an IT related subject or equivalent experience.
• ItIL Practitioner or Management certification is required.
• Prince 2 Certification is required.

Responsibilities

• Own and champion Incident and Problem Management disciplines for the Trust and drive improvements.
• Identify root causes and provide workarounds for incidents and problems.
• Progress aged incidents to resolution and manage major incidents as needed.
• Coordinate cross-functional response with Change and Service Management teams.
• Develop and maintain Knowledge Database and review policies and procedures.

Skills

Incident Management

Major Incident Mgmt

ServiceNow

Vendor Management

Windows OS

Networking

Documentation

Analytical Skills

Communication Skills

Supervisory Skills

Matrix Management

Education

Degree in IT related subject

ITIL Practitioner certification

Prince2 Certification

Tools

ServiceNow

Job description

IT Incident & Problem Manager

The closing date is 04 October 2026

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.

NO AGENCIES PLEASE

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

About us

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:

• Royal Victoria Infirmary (RVI)
• Freeman Hospital
• Newcastle Dental Hospital
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service

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

Job 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.

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

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

The Newcastle upon Tyne Hospitals NHS Foundation Trust