Job Description
Blackapple Solutions Ltd (BSL) is seeking an IT Major Incident / Problem Manager for a contract position based in Crawley, England. This role is crucial for ensuring that root-cause analyses (RCA) are established for all major incidents and that formal RCAs are published within agreed SLAs.
Role: IT Major Incident / Problem Manager
Location: Crawley, England
Job Type: Contract (3-6 months)
Client: NIIT Technologies
Key Responsibilities:
1. Report to the IT Operations Manager.
2. Review and improve current Major Incident and Problem management processes.
3. Manage all Major Incidents during office hours and on a rota for out of hours.
4. Produce Major Incident Reports (MIRs) within given timescales.
5. Incorporate Problem Management from Major Incidents and proactive analysis of trends.
Principal Accountabilities:
1. Ensure effective and coordinated processes for major incident and problem management.
2. Co-ordinate rapid response to major incidents and problems.
3. Provide technical skills required for effective incident and problem management.
4. Analyze incident and problem reports to propose resolutions.
Requirements:
1. Excellent communication and organization skills.
2. Proven track record in Incident and Problem Management.
3. Self-motivated and customer service-oriented.
4. CRB Security Check required.
Qualifications and Experience:
1. Proficient in IT infrastructure knowledge (hardware, databases, operating systems, local area networks).
2. Broad knowledge of IT concepts and architectures.
3. Awareness of business-critical incidents and their implications.
4. Relevant ITIL intermediate qualifications; ITIL Expert desirable.
5. Experience in an airport environment is highly desirable.
All your information will be kept confidential according to EEO guidelines.
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