Major Incident and Problem Manager
Role details
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Job description
performance. In this pivotal role, you will lead the Major Incident Management and Problem Management processes, driving continual service improvements and ensuring our customers receive exceptional support 24/7. Key Responsibilities: Oversee the management of Major Incidents, ensuring effective communication and resolution. Conduct Major Incident Reviews and facilitate root cause analysis. Lead and coordinate Problem Management activities across various teams, prioritizing customer satisfaction. Maintain and enhance our Known Error database, ensuring timely updates and communication. Collaborate with stakeholders to streamline processes and improve service delivery. What We're Looking For: Proven experience in building and leading high-performing teams. Strong customer-facing skills with a focus on effective communication. Proficiency in reporting and data analysis. Familiarity with ITSM tools (e.g., Service Now) and a solid understanding of ITIL V4. An ability to motivate others and promote a culture of continuous improvement. Qualifications What We're Looking For: Proven experience in building and leading high-performing teams. Strong customer-facing skills with a focus on effective communication. Proficiency in reporting and data analysis. Familiarity with ITSM tools (e.g., Service Now) and a solid understanding of ITIL V4. Ability to obtain Security Clearance (SC Clearance). An ability to motivate others and promote a culture of continuous improvement. Additional Information Here's a closer look at what we offer: Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet. Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days-our way of expressing appreciation for your dedication. Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team. Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation. Ready to join the UK's largest managed service provider? Apply today or contact our friendly Talent Acquisition Team at [email protected] for more information. We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team. Responsibilities The role involves leading the Major Incident Management and Problem Management processes, ensuring effective communication and resolution for major incidents and driving continual service improvements. Key tasks include conducting Major Incident Reviews, facilitating root cause analysis, and maintaining the Known Error database.
Requirements
Major Incident Management, Problem Management, Continual Service Improvement, Root Cause Analysis, Known Error Database Maintenance, Stakeholder Collaboration, Team Leadership, Customer Facing Skills, Communication, Reporting, Data Analysis, ITSM Tools, Service Now, ITIL V4, Motivation, Continuous Improvement
