IT Problem Lead - Reliability & Incident Prevention

Chartwells Independent

Birmingham

Hybrid

GBP 90,000 - 120,000

Full time

4 days ago

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Job summary

Compass Group UK & Ireland is seeking an IT Problem Lead to own the problem management practice across Digital & Technology. You will drive structured investigations, root cause analysis and preventive actions for recurring incidents, partnering with SRE, Engineering and Service Operations to improve service reliability.

The role focuses on reducing incident impact, strengthening accountability and delivering measurable improvements.

Qualifications

Strong experience in ITIL 4 problem management within complex tech environments.
Proven root cause analysis and causal factor identification.
Experience turning incident trends into actionable prevention actions.
Ability to analyse incident and performance data to drive improvements.
Excellent stakeholder engagement with senior forums.

Responsibilities

Own the problem management process, governance, backlog and reporting cadence.
Lead structured investigations, root cause analyses and corrective action planning.
Capture root causes, contributing factors, business impact and owners in problem records.
Use data from incidents, monitoring and CMDB to spot trends and risks.
Chair problem review forums and drive accountability for actions.
Maintain known error records and link to knowledge management.
Collaborate with SRE and Engineering to convert issues into engineering improvements.
Produce executive-ready management information on themes, risks and outcomes.
Drive continuous improvement of problem management processes.