Description
We are currently hiring for an experienced IT Incident and Problem Manager to join one of our leading insurance company client based either in York or Colchester for an initial 3 months contract assignment. (3 monthly rolling contract) Working pattern - hybrid for working from home and office based. 3/2 days onsite/remote. The role is inside IR35.
Job Description:
Experienced incident/problem management resource that can review what's in place now, process map and improve.
The role is to support the UK retail Business Unit with this exercise and work very closely with that team, defining what accountabilities sit within the business unit and which sit with the ITS team.
The IT Incident and Problem Manager will authoritatively and confidently coordinate the resolution of major IT incidents utilising technical and business resources as necessary, including chairing SWAT calls and sending executive-style communications to IT leadership and customers. The IT Incident and Problem Manager will provide reactive root-cause analysis of IT problems and proactive trend analysis of IT incidents to identify corrective and preventative measures. In addition, the IT Incident and Problem Manager will act as an escalation point for the team for leadership and our business partners.
Key Duties and Responsibilities:
Facilitate daily operations calls to provide review of major incidents, emergency changes, upcoming production changes, and activities potentially impacting our IT services
During a major incident, initiate and chair SWAT calls and management bridge conference calls and drive incident to resolution as quickly as possible
Provide status updates to IT leadership and customers on current IT issues and actions being taken
Lead post-mortem investigations after each major incident
Analyse incident trend data to identify and eliminate root causes
Initiate actions to fix potential interruptions to service identified during proactive and trending analysis of IT incidents
Focus on continuous improvement of the incident and problem management process, including inputs from and outputs to other IT processes
Generate reports to measure success of the incident and problem management process, trend analysis reports of recurring incidents, monthly metrics on outages and major incidents as mandated in our state reporting requirements, and other reports as required
Act as an escalation point for the team for our senior leadership or business partners
Working closely with management, implement initiatives that will improve process effectiveness and our customer experience executing the process