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Incident, Problem & Change Manager

  • Consultant ,IT
  • Full time
  • 7 months ago
  • Essex

Job Information

  • icon
    Salary Up to £44000 /

Job Description

Your new role

Within this role you will act as the subject matter expert on the best practice and utilisation of Incident, Problem and Change Management processes throughout the support environment.

The role requires you to take responsibility for any high visibility and high impact issues that occur within IT and this then assists the Council in providing an excellent support solution throughout the organisation at all levels. Taking ownership for matrix-managing and being able to maintain a strong influence within the IT function to drive the team forward and support delivery of the outlined objectives.

This position requires an angled approach with effectively responding to incidents and you will be required to be proactive in following up and resolving major incidents by conducting Incident Reviews, initiating the appropriate Problem Management investigations to identify and address Root Cause and to reduce reoccurring incidents as well as effectively reporting on those endeavours.

As the Incident, Problem and Change Manager, it’s a requirement to act as the singular point of contact and on call escalation point for out of hours cover.

What you’ll need to succeed

To be successful in this position you will have extensive experience in senior IT service delivery and an appreciation for Problem Management. You will have been the primary source for devising escalation procedures for major incidents.

You will have a strong presence in influencing and lading technical conversations with various technical support groups. It is also essential that you have had experience in sustaining and improving critical systems in a 24/7 environment. It is preferred that you have a structured and methodical approach to objectives and a solid understanding of ITIL disciples to be the ideal candidate for this position.

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