Recruitment Room Team
IT Incident and Problem Manager
Job Description
Job description
Job Purpose:
- To lead the IT function in managing the IT outages to resolution through the proactive analysis of incidents. Determine trends leading the focus to resolving problems on a permanent basis based on agreed service level agreements whilst driving operational excellence.
Job Objectives:
- To be the 1st point contact for all major incidents through the identification, scheduling and conducting of incident reviews
- To ensure that the required technical or support teams respond to calls in a timely manner
- To be the 1st point of contact for all problems and proactively manage in-depth investigations and conduct detailed analysis into IT related problems in order to minimise or prevent future breaks in service, and eliminate recurring incidents
- To establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
- To ensure all incident tickets are closed timeously in ITSM tool, based on respective severity lead times, ensuring minimal business impact, and initiate escalation procedure as appropriate.
- To drive the investigation of problems, via root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring, mitigating actions and service improvement initiatives (including people, process and technology elements)
- To manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans;
- To monitor and report on key performance and quality indicators in relation to problem management, by keeping records up to date, providing accurate status updates and following up with key stakeholders
- To ensure effective people management and development
- To work collaboratively with all internal technical teams, service management as well as external stakeholders through effective communication on both incidents and problems raised
- To prepare weekly/monthly reporting in respect of problems raised and provide input into incident management reporting
- To participate in meetings related to problem management as well as incident management, inclusive of service owners as well third party vendors
- To support the business with a view of re-occurring incidents and assist with the implementing of additional controls and/or process improvements.
Related Jobs
September 20, 2025
September 20, 2025
