Major Incident & Problem Manager - Herts Our Support Centre is in Hemel Hempstead Herts we operate a hybrid working model and have 700 amazing team members across our support centre. 1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR Job Details MI / Problem Manager Location: Hybrid (Hemel Hempstead-based with a 50% office / 50% remote working split) Competitive Salary Bonus and Benefits Are you a Major Incident or Problem Manager looking for a new role in an exciting and rewarding environment? At Haven, we are using technology to shape the UK holiday market and our Technology Services team is at the forefront of delivering exceptional IT solutions and support across a vast landscape. As we continue to grow and evolve, we're seeking a dedicated MI / Problem Manager to join our team. This is a new, full-time position that offers a unique opportunity to significantly impact our IT infrastructure's health and stability. Your Opportunity: As an MI / Problem Manager, you will play a pivotal role in managing and resolving problems within Haven's IT infrastructure and technology systems. Your primary goal is to minimize the impact of incidents, prevent future occurrences, and maintain the reliability of our technology services. This role combines technical expertise, analytical skills, and effective communication to address and prevent recurring issues, ensuring the stability of Haven's technology environment. What We'd Like You to Bring: Key Responsibilities: - Proactively identify potential problems through trend analysis, incident reviews, and monitoring system performance. - Conduct thorough root cause analysis for identified problems to understand underlying issues. - Maintain a comprehensive problem management database, documenting all identified problems, their root causes, and resolution steps. - Prioritise problems based on their impact on business operations and services. - Work on strategies to prevent the recurrence of known problems and define and track KPIs to measure problem management success. Essential Skills and Experience: - Understanding of IT and park infrastructure, including hardware, software, networks, and servers. - Familiarity with various operating systems (Windows, Linux, Unix) and their configurations. - Knowledge of IT security principles, incident management, and change management. - Ability to analyse data, trends, patterns, and correlations to identify potential problems. - Strong communication skills, capable of conveying technical information clearly to both technical and non-technical stakeholders. - Basic project management skills, prior experience in incident management, and conducting root cause analysis. - Practical experience with ITSM tools (e.g., ServiceNow, Jira). Desirable Skills: - Conflict management and negotiation skills. - Understanding of a wide range of technology architectures and operations, including public cloud. - Experience in major incident management in cloud environments and security incident management. What's In It For You? - Holiday allowance that rises with service, plus a 'Holiday Buy Scheme' - Annual bonus - 20% discount on both Haven and Warner Hotels holiday for you, family and friends - Comprehensive wellbeing support - Access to the Bourne Leisure corporate box at the O2 Arena ,London - Exclusive discounts with corporate partners - Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees - Enhanced family friendly policies and pay (eligibility criteria applied) Who are we? We're part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead. What's it like to work with us? Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves. We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events. What can you expect during the recruitment process? The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know. Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share. We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at resourcingteambourne-leisure.co.uk.