Major Incident & Problem Manager

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Company Description

Are you ready to join the forefront of technology innovation with Netcompany?

As one of the fastest growing technology companies, we are disrupting the marketplace and revolutionizing the way businesses operate. Our vision is to be the leading digital challenger in Europe whilst evolving the next generation of IT consulting.

Operating across both public and private sectors, we offer a comprehensive range of services from application development and seamless cloud migration to program delivery and service operations, our offerings are designed to meet diverse business needs

Job Description

We are looking for a Major Incident/Problem Manager to join our team on a permanent basis to drive forward our delivery capability and deliver the optimum solutions to the clients. Based in Leeds this is a great opportunity to join one of the most exciting, innovative, prestigious, and forward-thinking technology-enabled organisations in the UK.

Our Service Management Practice delivers infrastructure support services to a significant number of clients, across multiple sectors. The current Service Delivery team is approximately 20 strong and offers prospective candidates with the opportunity for significant recognition, skills and technology exposure and career development and training across multiple business areas.

The role is primarily Leeds based however you may be expected to work at our client locations as and when required.

The Major Incident and Problem Manager will ensure SLA/KPI targets are being achieved and the contracted scope of services are being delivered efficiently within an ITIL® framework. The candidate will ensure that highly effective communications and levels of understanding are maintained with the client and suppliers through regular and ad-hoc meetings.

Key Responsibilities

• Acts as the main escalation point for all Major IT Incidents & take full ownership of facilitating the restoration of service following of Major Incidents within the agreed SLA's in a multi-supplier environment.
• Setup and distribute Major Incident Communication during the major incident life cycle, until resolution and ensure progress on incidents is continually assessed, making appropriate interventions, directing and facilitating resolution activity
• Update ITSM toolset, capturing all updates and actions.
• Complete Major Incident Report, setup and run Post Incident Review meetings and ensure all problem records are logged and progressed with suppliers.
• Complete Monthly reporting for Major Incidents and Problem Management and run daily/weekly Major Incident and Problem Meetings.
• Ensure all problem records are logged and progressed with suppliers.
• Manage the end-to-end reactive and proactive Problem Management Process.

Essential

• Provide ITIL best practices in Problem Management, to result in consistent execution of Root Cause Analysis, Corrective Actions.
• Provide reporting of metrics for Problem Management process, showing areas of accomplishment, opportunities for continual improvement.
• Analyse the cause of the reoccurring incidents by following the problem management methodologies
• Setup and distribution of Major Incident communications.
• Proven stakeholder management skills, with evidence of having built and maintained effective working relationships including when there are conflicting demands.
• Strong attention to detail and the ability to maintain effective control over many tasks in parallel.
• The candidate must have experience of differing support models and be able to appraise these against a set of SLAs/KPIs.

Qualifications

Qualifications

• Considerable experience of working with the ITIL Service Lifecycles in an ITIL based Service Management environment
• ITIL Foundation V4 or equivalent experience
• Self-motivation, flexibility, initiative, and integrity are required to ensure that our clients and the Netcompany management have a high degree of confidence in the candidate's ability to efficiently deliver within the role with minimal intervention
• Must be willing to travel for projects if/when required.
• This position requires 24/7/ 365 day cover so candidates must be flexible and able to work out of hours as part of an on-call rota

Additional Information

Benefits include

• Hybrid working model with some flexible working
• 25 days' holiday
• Private Medical Health care via Vitality
• Pension contribution, Life Assurance
• Professional certifications supported as part of learning and development.
• A range of retail discounts to enhance your lifestyle, encompassing restaurants, supermarkets, travel, leisure activities and health and well-being services.
• Access to our Employee Resource Groups, our groups represent diverse backgrounds and provide a platform for colleagues to connect, learn, and support one another.

Company information

Join Netcompany, where we proudly hold the 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees' Choice Awards for 2024.

At Netcompany, we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy, emphasizing high agility and promoting flexibility, enabling everyone to contribute their best.

Our journey began in the UK with the acquisition of Hunter Macdonald in 2017. As one of Northern Europe's most accomplished IT companies, we have expanded our headcount globally to 7400+ employees and have offices in UK, Denmark, Norway, Poland, Holland and Vietnam.

Netcompany is committed to providing an inclusive and barrier-free recruitment process for anyone wishing to apply for a job with us. We operate a Disability Confident Interview Scheme which means that we offer guaranteed interviews to all applicants with a disability who meet the minimum criteria for a role. Applicants are asked to opt in, so please let us know if you wish your application to be considered under this scheme.

If you need any reasonable adjustments or extra support during the recruitment process, please contact us at reasonableadjustments@netcompany.com.

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