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
This is an urgent opening for an IT Major Incident / Problem Manager for a contract position based in Crawley, England.
Role: IT Major Incident / Problem Manager
Location: Crawley, England
Job Type: Contract (3-6 months)
Client: NIIT Technologies
Responsibilities
1. The Major Incident / Problem Manager will report to the IT Operations Manager.
2. The primary responsibility will be to ensure that root-cause is established for all major incidents and that a formal RCA is published within agreed SLAs.
3. Review and improve current Major Incident and Problem management processes, implementing agreed improvements.
4. Manage all Major Incidents during office hours and on a rota for out of hours, including the collation and production of MIRs to the business in a given timescale.
5. Incorporate Problem Management from Major Incidents, RCA reports, and proactive analysis of trends to minimize the impact of incidents.
Principal Accountabilities
1. Responsible for the major incident and problem management discipline, ensuring effective processes are maintained across all services, suppliers, and customers.
2. Coordinate rapid response to major incidents and problems, ensuring appropriate action is taken to investigate and resolve them.
3. Provide specific technical skills to deliver an effective incident and problem management function, including gap analysis and roadmap for service improvement.
4. Analyze incident and problem reports to propose resolutions and proactively prevent possible incidents.
Requirements
1. Excellent communication and organization skills.
2. Proven track record in Incident and Problem Management.
3. Self-motivated achiever with a focus on excellent customer service.
4. CRB Security Check required.
Qualifications and Experience
1. Proficient knowledge of IT infrastructure (hardware, databases, operating systems, local area networks, etc.).
2. Broad knowledge of IT concepts and architectures with proven experience in managing incidents and problems.
3. Aware of business-critical incidents and their implications.
4. Relevant ITIL intermediate qualifications; ITIL Expert desirable.
5. Experience in the complexity of an airport environment is highly desirable.
Additional Information
All your information will be kept confidential according to EEO guidelines.
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