IT Incident & Problem Manager

Freeman Hospital

Carthage (MO)

On-site

USD 48,000 - 64,000

Full time

25 hours ago

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Job summary

Newcastle Hospitals NHS Foundation Trust is seeking an IT Incident & Problem Manager to support the IT Service Manager in developing and maintaining incident and problem management across the Trust.

The role requires root-cause analysis, proactive problem management, and coordination of major incidents, with emphasis on confidentiality, security, and adherence to national standards.

Qualifications

Educated to degree level in an IT-related subject or equivalent experience.
ITIL Foundation Certification or equivalent qualification.

Responsibilities

Own and manage IT Incident and Problem Management processes.
Lead investigations to identify root causes and effective workarounds.
Support major incidents and coordinate with Change and Service Management.

Skills

Interpersonal skills

Communication skills

Decision making

Unsupervised work

Documentation skills

Troubleshooting

Supervisory skills

Telephone manner

Problem solving

Trust values

Education

Degree in IT or equivalent

ITIL Foundation

Tools

ServiceNow

Job description

Qualifications & Education

Employer heading

IT Incident & Problem Manager

Band 6

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, we’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.

Interview Date Wednesday 14 October 2026
37 Hours 30 Minutes/Week

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, accordingly 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 =, 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:

Royal Victoria Infirmary (RVI)
Freeman Hospital
Newcastle Dental Hospital
Cramlington Manor Walks
Urgent treatment centres
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’.

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

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 Foundation Certification or equivalent qualification/ experience

Desirable criteria

ITIL Practitioner or Management certification
Prince 2 Certification

Knowledge & Experience

Essential criteria

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

Desirable criteria

Relevant NHS experience
Knowledge of ServiceNow
Experience of matrix management in an IT environment
Experience of reducing “aged” tickets

Skills & Abilities

Essential criteria

Excellent interpersonal and communication skills
Ability to develop good working relationships with staff at all levels
Excellent decision-making ability
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.

Employer certification / accreditation badges

Documents to download