Major Incident & Problem Manager

Job Title: Major Incident & Problem Manager

Reporting to: MIM & Root Cause Lead

Location: Bridgend, Wales

Position Type: Permanent

Overview

Why Tokio Marine HCC? Standing still is not an option in the current world of Insurance. TMHCC are one of the world's leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people and delivering on our commitments are at the core of our customer values, and so is a desire to grow and provide creative and innovative solutions to our clients.

Job Purpose

The IT Service Management team require a Major Incident & Problem Manager to support and underpin the organisational ITIL discipline and capability.

Key Responsibilities

• Manage high priority incidents up to and including resolution.
• Assess business impact and urgency and declare Major Incident as per guidelines.
• Accurately document the recovery process of all Major Incidents.
• Communicate updates about Major Incidents to stakeholders
• Be involved with the Incident Review phase, planning meetings and documenting actions.
• Assist with root-cause analysis, suggesting logical solutions / workarounds.
• Manage and update Incident & problem tickets to a high standard.
• Engage Support teams to help restore services as quickly and efficiently as possible.
• Identify potential Major Incidents and escalate when appropriate.
• Follow Problem Management process as part of the Post Incident Review phase.
• Produce reports that provide key metrics for Incident and Problem management.
• Assist with the proactive identification of potential issues, via trend analysis of open tickets.
• Provide input to security policies and processes when required.
• Proactively identify and implement continual service improvement initiatives.
• Work as part of one Technology team, with colleagues around the globe.

Performance Objectives

• Managing major incidents
• Conducting post-incident reviews
• Regular reporting of service health and performance
• Continuous improvements
• Risks and issues
• Successful delivery against SLAs

Skills and Experience Specification

Essential:

• A minimum of 5 years of experience in IT Service Management.
• Capable of prioritizing issues and multi-tasking to a high level.
• Confident in carrying out all role requirements with minimal supervision.
• Strong written and oral communication skills.
• Ability to multitask and work effectively in a fast paced, dynamic environment.
• A good general understanding of Infrastructure and Application technologies.
• Able to generate and carry out analysis of reports to a high standard.
• ITIL Foundation certified.

Desirable:

• Bachelor degree in computer science or a similar field.
• Strong experience of ServiceNow.

What We Offer

The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of companies is an equal opportunity employer.