Major Incident & Problem Manager

24/7 x 365 service to ensure rapid response and service restoration for outages causing financial or reputational impact to clients. This role has direct client interaction and may involve occasional business travel. Your main responsibilities consist of:

• The ability to identify errors causing incidents within clients IOT estates
• Coordination of activities to determine root cause and deploy corrective actions to eliminate errors
• Coordinate service restoration efforts and be accountable for all communications around a major outage
• Chairing conference calls and using other modern communication tools to enable efficient information exchange
• Ability to use modern ITOA toolset and an ITIL-based process approach
• Excellent communication skills and with proven report writing skills for productivity gains and cost saving as incident volumes decrease
• Can establish workarounds that minimise impact and document them in a knowledge base

What to expect:

Problem Manager:

• You will be responsible for carrying out regular trend analysis to identify errors
• Can manage a full life cycle of problem records
• Ability to deliver double digit reductions to incident volumes for support accounts
• Ability to assist with shift left opportunity identification
• Manage and drive efforts to ensure no major incident recurrence

Major Incident Manager:

• Can communicate and liaise with internal and 3rd Party technical resolver groups to define and drive investigation and resolution actions
• Deliver stakeholder communications in line with agreed SLA's
• Maintain required touchpoints with other ITIL functions such as Change Management, Knowledge Manager etc.
• Take full responsibility and author Major Incident Reports for internal and external distribution

• A minimum of 2 years' experience in a Major Incident or Problem Manager role
• Customer support experience in a IT service support environment or similar
• Ability to adhere to governance standards and processes
• Ability to build strong interpersonal relationships and work as part of a team
• A broad knowledge of IT Systems and Technology
• Strong MS Skills, specifically Excel including Pivot Tables
• A clear understanding of Service Level Agreements and their application
• Time managed, can prioritise and multitask effectively.
• Experience in the following will be beneficial to your application:
• ITIL certification
• IT or business degree
• Experience with ServiceNow or another ITSM tool
• Full UK driver's license

If you think you have 75% or even 90% of what we are looking for and know you are capable of the responsibilities and duties at hand, we encourage you to apply! Not all applicants require 100% of what we expect. This will prove you are willing to develop, curious to learn and grow professionally and personally.

What we can give you:

• 37.5-hour working week, Monday to Friday with a service window of 7am to 6pm (rotational)
• 1:4 rotation for out of hours cover 365 days per year
• 25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidays
• This is a hybrid role and the successful candidate must be based in or around Glasgow
• Full training provided as part of robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available
• Employee Referral Scheme
• Flexible benefits package that aims to offer something for everyone
• GetVibes - our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics!
• To give back to the community and in support of our global ESG programme, you'll be given 1-day paid leave to participate in local volunteering projects
• Company Pension Scheme, plus life assurance, and access to our free Digital GP App via Aviva
• Private medical cover after 12 months service
• Global Recognition Program - 40+ awards were made last year under our RecogniseMe scheme

Getronics is a global ICT integrator with a long history that extends over 135 years, across various locations in the UK, Europe, Asia Pacific and Latin America. Getronics are the founders and leading member of the Global Workspace Alliance with a unique model provides customer with consistent IT services. Our vision is to reimagine the digital future one customer at a time.