Group IT Incident & Problem Manager

Group IT Incident & Problem Manager

The Incident & Problem Manager will own the design and delivery of a global Incident,
Major Incident and Problem Management function. They are responsible for owning
incident and problem resolution, working collaboratively across multiple departments
to identify root cause; identify, record and resolve problems; and reduce incidents
through trend analysis and service improvement plans.

• Accountable for the successful and timely restoration of all Major Incidents that are
assigned to them, whilst keeping the business and customers updated.
• Be accountable for Major Incident satisfaction according to SLAs and internal KPIs,
implementing corrective actions as required.
• Establish and maintain timely communications with all Major Incident stakeholders
to ensure they are kept informed of Major Incident service improvement status.
• Hosting conference calls (Technical and Managerial) and faci...