Incident Problem Manager

Candidate must be SC Cleared

The Incident and Problem Management Analyst will be the first point of contact for providing technical support to the accounts designated users. Activities require a competent aptitude for working with applications / computer systems / handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution.

Key responsibilities:

• Act as a point of contact for all Incidents and Problem Records
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule, and conduct incident reviews
• Ensure the closure of all resolved and end-user confirmed Incident records
• Provide guidance to the Incident Process Coordinators
• Set and Chair bridge calls on Incidents, as per process
• Possess working knowledge on other ITSM and SIAM processes and help if required
• Coordinate with other SIAM, ITSM and Business teams
• Working knowledge and Safe and Agile DevOps methodology
• Act as a point of contact for all Incidents and Problem Records
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule, and conduct incident reviews
• Ensure the closure of all resolved and end-user confirmed Incident records
• Provide guidance to the Incident Process Coordinators
• Deliver & manage high standard communications across Customers and IT to ensure that Issues are dealt with by priority and customer needs, providing regular communications to Customers across the organisation.
• Co-ordinate with Service Desk and other teams in the identification of Major/ High Incidents; manage these Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during these Incidents.
• Produce trends analysis of recurring Problems/Incidents – extract trends on Incident types, Customer types, departments, hardware types etc. as instructed
• Attend Customer meetings, review SLA performance, take part in new projects and represent the Service management viewpoint & input.
• Good Interpersonal Skills, People management Skills, Planning and organizing deliverables and Leadership acumen.
• Owning delivery to ensure the BAU deliverables are met with required Turn Around Time with required Quality
• Good Interpersonal Skills, People management Skills, Planning and organizing deliverables and Leadership acumen.
• Experience with Knowledge in SLA Measurement, Reporting and Major Incident Management
• Owning delivery to ensure the BAU deliverables are met with required Turn Around Time with required Quality
• Responsibility for identifying Process Enhancement opportunities, prepare solution, estimation, get customer sign-off and execution of the projects.
• Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems.
• Call and chair Problem Review meetings following priority Incidents; issue a written Postmortem report to IT management; ensure Problem actions are completed in a timely manner.
• Customer Interface: delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organisation.
• Co-ordinate with Service Desk and Incident coordinator in the identification of priority Incidents; manage these Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents.
• Hold regular meetings with IT support groups to review recurring Problems and press for final resolutions – or escalate; produce ‘Escalation Reports’ on recurring issues and issues not being resolved.
• BAU deliverables are met with required Turn Around Time with required Quality
• Responsibility for identifying Process Enhancement opportunities, prepare solution, estimation, get customer sign-off and execution of the projects.

Key Skills/Knowledge:

1. Must be ITIL certified or demonstrate strong knowledge – Essential.
2. Responsible to meet Process SLAs and KPIs – Essential.
3. Possess excellent soft skills, verbal and written communication skills – Essential.
4. Ability to participate and lead, when needed, project meetings with the customer – Essential.
5. Demonstrable customer management / service skills/ proactivity
6. Experience of working within a busy first level service desk environment in Incident and Problem management role
7. Very good understanding and awareness of the ITIL Incident management process and procedures
8. Sound technical knowledge across the ITSM tools, applications including MS Office, Teams, etc.,
9. Decision maker with an operational viewpoint

Flexibility

1. Available to support on-call outside of business hours
2. Work with onsite & Offshore Team

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