Incident and Problem Manager
Leeds

Reporting to the Technical Services Support Manager the Incident & Problem Manager will be responsible for managing the day-to-day activities of Incident and Problem Management, within both the client portfolio and its internal IT systems. This role will be responsible for the lifecycle and management of Incident and Problem records associated to the services "the Client" provide to ensure governance is applied at all times.
The main aspect of the role will is to manage the overall process of finding, fixing, identifying and understanding the underlying causes of the incidents, to control and eliminate the root cause to ensure the issues does not re-occur.

Why join us
We design, build and manage software-defined solutions and services that help global enterprises become more resilient, adaptable and responsive to change. We’re an innovative and young technology services company with around 150 employees, most based in Leeds, that helps large organisations connect their people and locations across the globe and protects them against growing cyber threats – shameless namedrop, but we’re proud to call Kellogg’s, Keurig Dr Pepper, Mondelez & Hamleys our customers (and that’s just a few of them!)
This role is ideal for anyone with a service desk background, a senior technical support analyst/team leader who has a passion for service excellence and customer experience. It also offers great career progression and potential for someone to become a Customer Success Manager.
It would require you to be in the office (Leeds) to work closely with the main support function in the office. However we are flexible around start times and there would be the opportunity to work from home part of the week going forward and after the first few months.

Key Responsibilities
Incident Management

Ownership of the end to end Incident Management Process, ensuring the flow is fit for purpose and supports the targeted Incident SLA’s for customers.
Define and deliver scheduled reports and dashboards in a variety of formats that demonstrate performance against KPI’s and any areas of focus required to reduce incident resolution times and/or volume.
Responsible for the production of Post Major Incident Reports, ensuring the incident details are comprehensive and allow for effective root cause analysis.

Problem Management

End to end management of all Problems, from initial logging, through to Problem Resolution/Closure and risk management sign off where needed.
Manage and report on Problem management activities ensuring objectives and KPIs are monitored and adhered to.
Define/maintain the Problem Acceptance Criteria and ensure all problem tickets meet the requirements of problem management classification
Take ownership of the Problem Management and CSI process ensuring the workflows underpin the business goals of reducing Incident volumes and Technical Debt and increase system availability across all services.

Skills and experience
Essential

Practical experience of Incident & Problem Management
Proven customer support experience in a diverse environment, with a particular emphasis on the use of Incident and Problem Management processes
An understanding of Service Level Agreements (SLAs) and their application
Knowledge and use of Service Management software, preferably ServiceNow
Strong business skills with proven track record in process development and execution
An ability to get things done in a matrix environment through persuasion and influence
Strong peering skills and ability to influence across disciplines with credibility

Desirable

Certification in and commitment to service management best practice as defined by ITIL.

Incident Manager