IT Major Incident / Problem Manager

Overview

Blackapple Solutions Ltd (BSL) was founded in 2004 with the mission to provide best-in-class technology consulting and services across the globe. BSL offers its services in Information Technology, Enterprise Resource Planning (ERP) and Engineering consulting, with the mission of becoming internationally renowned Systems Integration Company.

Job Description

Hi,

Hope you are doing well. This is Ramya from Blackapple Solutions Ltd. We have an urgent opening for an IT Major Incident / Problem Manager for a contract position based at Crawley, England. Please review the job description below and share your interest with an updated CV and the details requested so we can forward your resume to our client NIIT Technologies. You may also refer friends or colleagues who are seeking similar roles.

Availability/Notice period:
Current Location:
Total Experience:
Years of Relevant Skill Experience:
Expected Pay rate:
Current salary:
Nationality/Visa:
Willing to work in Crawley, England (Yes/No):

Job Description

Role: IT Major Incident / Problem Manager
Location: Crawley, England
Job type: Contract (3-6 months)
Client: NIIT Technologies

Responsibilities

• The Major Incident / Problem Manager will report to the IT Operations Manager.
• The primary responsibility is to ensure that root-cause is established for all major incidents and that a formal RCA is published within agreed SLAs.
• Review and improve current Major Incident and Problem management processes; implement improvements with the IT Operations Manager, including documentation and mentoring of IT stakeholders.
• Manage all Major Incidents during office hours and on a rota for out-of-hours support; collate and produce MIRs to the business within the specified timescales. Include Problem Management from Major Incidents, RCA reports, and proactive analysis of trends to eliminate recurring incidents and minimise impact.

Principal Accountabilities

• Responsible for the major incident and problem management discipline, ensuring effective and coordinated processes across services, suppliers and customers.
• Coordinate rapid response to major incidents and problems, ensuring appropriate action to investigate and resolve them with minimal downtime.
• Ensure technical skills required to deliver incident and problem management; provide gap analysis and a roadmap for service improvement.
• Analyse incident and problem reports and statistics to propose resolutions to reduce incidents; proactively identify and prevent potential incidents.

Requirements

• Excellent communication and organisational skills.
• Proven track record in Incident and Problem Management.
• Self-motivated achiever who gains satisfaction from providing excellent customer service.
• CRB Security Check required.

Qualifications and Experience

• Proficient knowledge of IT infrastructure (hardware, databases, operating systems, LANs, etc.) used within the organisation.
• Broad knowledge of IT concepts and architectures with proven experience managing incidents and problems.
• Awareness of business-critical incidents and their implications for the business.
• Relevant ITIL intermediate qualifications; ITIL Expert desirable.
• Experience in the complexity of an airport environment is highly desirable.

Application and Contact

Kind Regards,
Ramya
Junior IT Recruiter
Recruitment Consultant (UK & Europe) Blackapple Solutions Ltd
8 Cherry Tree Centre, Market Street, Huddersfield, West Yorkshire, United Kingdom, HD1 2ET
Contact: - EXT (917)
Web:

Additional Information

All your information will be kept confidential according to EEO guidelines.