IT Incident & Problem Manager

Key Accountabilities : Chair bridge calls for Major, P1 and P2 Incidents and ensure service restoration within agreed targets As part of a UK-based 24x7 standby model, manage the resolution of Major, P1 and P2 Incidents by coordinating activities of all internal & external Service Providers in line with process requirements and commercial commitments Reduce the number of service disrupting Incidents using effective Root Cause Analysis leading to the implementation of agreed workarounds and/or preventative permanent solutions Drive Service Provider (internal and external) compliance with Incident and Problem ticket quality , update, and management requirements Ensure production of quality process artefacts ( Major Incident Reviews, Root Cause Analysis , etc) Accountable for peer-to-peer contact for partner/supplier MIM engagement . Essential Functional / Technical Skills : Experienced in chairing Major Incident / RCA calls, coordinating workstreams with global teams/vendors. Excellent knowledge/experience of IT Incident and Problem Management. Expert in the use of Service Management processes and best practice such as ITIL ; qualified to ITIL Foundation level (minimum ). Supplier management experience gained in an outsource or SIAM partnership. Experienced in the use of ServiceNow .