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Regional Incident and Problem Manager
TN United Kingdom
Crawley
On-site
GBP 40,000 - 70,000
Full time
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Job summary
An established industry player is seeking a Regional Incident and Problem Manager to oversee Major Incident responses in Crawley or Dudley. This pivotal role involves coordinating timely resolutions to Major Incidents, managing problem tickets, and ensuring adherence to ITSM processes. The ideal candidate will have a solid understanding of ITIL principles and experience with IT support in complex environments. Join a forward-thinking company that values service excellence and process improvement, making a significant impact on operational efficiency and customer satisfaction.
Qualifications
- 2+ years of IT support experience in a complex environment.
- Knowledge of ITIL framework and ITSM principles.
Responsibilities
- Manage regional Incidents and Major Incidents effectively.
- Coordinate problem tickets and implement ITSM processes.
Skills
Education
Tools
Job description
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Location: Crawley or Dudley
Job Category: Other
EU work permit required: Yes
Job Reference: 18a7737d6846
Job Views: 9
Posted: 26.04.2025
Expiry Date: 10.06.2025
This role can be based in either Crawley or Dudley.
The role involves processing and coordinating appropriate and timely responses to Major Incidents. This includes channeling requests for help to appropriate functions for resolution, monitoring resolution activity, keeping colleagues informed of progress towards service restoration, and conducting Major Incident Reviews to identify next steps towards preventing future P1s.
Responsibilities include managing problem tickets throughout their lifecycle, including classification, prioritisation, documentation of root causes, and implementing remedies, using the correct ITSM processes to prevent future incidents.
Primary Responsibilities:
- Managing regional Incidents and Major Incidents in line with the Global Incident and Major Incident Processes.
- Managing regional Problem Management according to the Global Problem process.
- Working with regional teams to facilitate Incident and Problem Management processes.
- Assisting the Global Process Owner with governance, operation, and development of Incident and Problem Management standards and processes.
Requirements:
Preferably at least 2 years of experience in:
- Providing IT support to a complex customer base.
- Diagnosing and resolving IT-related support requests (hardware, software, applications).
Person Profile:
- Using IT service management (ITSM) principles and best practices based on the ITIL framework.
- Contributing to service process improvements.
- Experience with ITSM tool ServiceNow.
- ITIL Foundation or higher certification preferred.
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