Job Description
We are looking for an Incident/Problem Manager for a Level 3 Application Support and maintenance engagement on a major Digital Service Transformation Programme.
Things we want to see in your experience
- Demonstrable customer management / service skills
- Experience of working within a busy support and maintenance environment (preferably in application support and maintenance context) in an Incident/Problem Manager role
- Good understanding and awareness of the Incident/Problem Management process and procedures
- Ability to communicate, coordinate, and drive Incident/Problem workflows between Level 2 and Level 3 application support teams to achieve highly responsive incident and problem resolution
- Good organisational skills plus the ability to motivate people to provides solutions
- Experience of working in a large, dynamic, and fast-moving organisation
- Good interpersonal, communication, and presentation skills
- Experience of working directly within, or with public sector / .gov customers as a client, would be advantageous
- Knowledge of Service Transition would also be advantageous
Role and Responsibilities
- Responsible for coordinating the Incident/Problem Management workflow in a busy Level 3 Application Support and maintenance team
- Managing the interface and collaboration between Level 2 team as well as peer Level 3 support teams
- Workflow manager for the implementation and execution of day-to-day Incident/Problem Management activities
- Working together with Service Delivery Manager/Service Leadership team, act as point of contact for all major incidents
- Responsible for preparing and presenting service management-related performance reports, including incident volumes, root cause analyses/known errors, service improvements
- Act as the first stage of escalation for incidents
- Monitor the workload and performance of Level 3 engineers
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Identify, initiate, schedule and conduct incident reviews, as necessary
- At the direction of the Service Delivery Manager/Service leadership team, drive service improvement activities such as “shift left” and proactive problem management/incident volume reduction initiatives
- Manage and monitor Incidents and Problems relating to newly Transitioning services moving through Transition (Public Beta, Early Life Support, etc.) into Live Service.