Social network you want to login/join with:
Regional Incident and Problem Manager, Crawley
Location: Crawley or Dudley
Job Category: Other
EU work permit required: Yes
Job Reference: 18a7737d6846
Job Views: 9
Posted: 26.04.2025
Expiry Date: 10.06.2025
Job Description:
This role can be based in either Crawley or Dudley.
The role involves processing and coordinating appropriate and timely responses to Major Incidents. This includes channeling requests for help to appropriate functions for resolution, monitoring resolution activity, keeping colleagues informed of progress towards service restoration, and conducting Major Incident Reviews to identify next steps towards preventing future P1s.
Responsibilities include managing problem tickets throughout their lifecycle, including classification, prioritisation, documentation of root causes, and implementing remedies, using the correct ITSM processes to prevent future incidents.
Primary Responsibilities:
1. Managing regional Incidents and Major Incidents in line with the Global Incident and Major Incident Processes.
2. Managing regional Problem Management according to the Global Problem process.
3. Working with regional teams to facilitate Incident and Problem Management processes.
4. Assisting the Global Process Owner with governance, operation, and development of Incident and Problem Management standards and processes.
Requirements:
Preferably at least 2 years of experience in:
* Providing IT support to a complex customer base.
* Diagnosing and resolving IT-related support requests (hardware, software, applications).
Person Profile:
* Using IT service management (ITSM) principles and best practices based on the ITIL framework.
* Contributing to service process improvements.
* Experience with ITSM tool ServiceNow.
* ITIL Foundation or higher certification preferred.
#J-18808-Ljbffr