Job Title: Major Incident and Problem Lead Location: Tachbrook About the Role: Are you a skilled IT professional with a passion for resolving critical issues and improving systems? Join our team as a Major Incident and Problem Lead, where you’ll play a crucial role in ensuring swift resolution of major incidents and effective management of problem tickets to minimise disruption and maintain operational excellence. In this dynamic role, you’ll lead the Major Incident Management process, ensuring timely resolution and restoration of IT operations. You’ll also oversee the lifecycle of problem tickets, identifying root causes, driving resolutions, and implementing preventative measures to enhance service reliability. Collaborating across departments and with external vendors, you’ll be the central point of coordination and communication during critical incidents, providing clear and effective updates to stakeholders at all levels, including senior leadership. This is your chance to make a meaningful impact by driving continuous improvement, fostering collaboration, and maintaining service assurance through proactive monitoring and reporting. What You’ll Do: Take ownership of the Major Incident Management Process, leading the resolution of high-priority incidents and conducting follow-up root cause investigations. Manage the Problem Management Process, ensuring timely identification, prioritisation, and resolution of problems while meeting or exceeding SLA targets. Facilitate Major Incident reviews, closure calls, and performance analysis to drive Continuous Service Improvement (CSI). Prepare detailed reports, dashboards, and trend analyses to identify and address recurring issues. Communicate effectively with stakeholders, providing clear updates during incidents and problem resolution. Collaborate with service delivery teams, vendors, and suppliers to ensure protocols are followed and performance is optimised. Ensure proactive monitoring tools and alerts are in place to prevent incidents. Lead and mentor team members, fostering a culture of excellence and continuous improvement. What We’re Looking For: Essential Skills & Experience: Bachelor’s degree in IT, Computer Science, or related field. Proven experience in Major Incident and Problem Management roles. Strong understanding of ITIL processes and tools like ServiceNow. Exceptional analytical and problem-solving skills, with a high attention to detail. Leadership abilities with experience in coaching and supporting teams. Excellent verbal and written communication skills, with the confidence to engage stakeholders at all levels. Strong organisational and time-management skills, able to remain calm under pressure. Demonstrated ability to build and maintain productive relationships with internal and external stakeholders. Experience creating procedural documentation and running supplier performance reviews. Desirable: ITIL Practitioner certification or higher. Knowledge of Incident, Problem, and Change Management processes. Experience in handling cybersecurity threats and system recovery. Why Join Us? At Calor, you’ll be part of a team that values collaboration, innovation, and excellence. With opportunities to lead critical processes, improve systems, and make a tangible difference, this role offers both challenge and reward. Ready to take the lead in driving service excellence and operational stability? Apply today