IT Incident and Problem Manager

• 6-month contract | Possibility to transition to perm
• Wealth management customer
• 3 days office

As part of an ongoing relationship with a wealth management customer, Data#3 Services are seeking an IT Incident and Problem Manager to join our team and work directly with one of our largest customers.

As the IT Incident and Problem Manager , you will work within the customer\’s Workplace Technology Service Operations team.

In this critical role, you will be responsible for managing and resolving technology incidents and problems to ensure the stability and availability of our IT services.

You will lead the identifying, analysing, and resolving of incidents promptly while implementing preventive measures to mitigate future occurrences. This position requires strong leadership skills, technical expertise, and a proactive approach to problem-solving in a fast-paced environment.

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• Lead the Incident Management process, ensuring timely resolution of technology incidents.
• Provide leadership, guidance, and support to Technology support teams and the Agency across the Incident Management process.
• Collaborate with the Service Desk Manager to ensure Incidents are being effectively managed;
  • including triage, prioritisation, re-assignment, and overall incident lifecycle management.
• Conduct post-incident reviews (PIRs) to analyse root causes, identify trends, and implement corrective actions to prevent recurrence.
• Develop and maintain Incident Management policies, procedures, and documentation to ensure consistency and effectiveness.
• Provide consulting support to projects to inform and prepare the transition of new services from an Incident Management perspective.
  • i.e. early-lifecycle support modelling, utilisation of ServiceNow by the project and dashboard management.
• Provide support to other ITSM functions within the Service Operations team as required.
• Responsible for the delivery of the Problem Management process and consistent end-to-end application of the process across Technology.
• Conduct root cause analysis (RCA) for major incidents and recurring problems, identifying underlying issues and recommending preventive actions.
• Assist in developing, delivering, and maintaining user training and improving the Problem Management process execution.
• Analyse incident trends and identify a structured approach for preparing service improvement plans.
• Build ITSM compliant problem management process knowledge.
• Act as the \“bridge\“ between the problem management process team, the BAU and project teams.
• Review operational Problem Management Performance Measures to ensure effectiveness and efficiency of the Problem Management Process and makes recommendations for improvement.

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Qualifications

• Proven experience (5+ years) in Incident Management, Problem Management, or a similar role within a large-scale IT environment.
• Strong understanding of ITIL framework, with certification in ITIL Foundation or higher (ITIL Practitioner, ITIL Expert) preferred.

Knowledge & Experience

• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels of the organization.
• Ability to prioritise and manage multiple incidents and problems simultaneously while maintaining a focus on quality and customer satisfaction.
• Strong Experience with Incident and Problem Management tools (e.g., ServiceNow) and reporting systems is advantageous.
• Exposure to the CSDM (Consumer Services Data Modelling) via ServiceNow and/or good understanding of service mapping and CMDBs.

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