IT Incident & Problem Manager

This is an interesting but challenging post. The successful candidate will work with the IT Service Manager to support the management and development of the Trusts Incident and Problem Management functions.

• Own and champion Incident and Problem Management disciplines for the Trust
• Identify the root cause of Incidents and Problems
• Provide information, advice and document on the best workaround available for the Incidents
• Progress "aged" Incidents until they are successfully resolved
• Undertake the following re‑active responsibilities
• Identifying Problems by analysing Incident data
• Investigating Incidents, according to impact, through to resolution or error identification
• Raising RFCs to clear errors
• Monitoring progress on the resolution of Known Errors
• Advising Service Management staff on the best available Work‑rounds for Incidents related to unresolved Problems/Known Errors
• Assisting with the handling of Major Incidents and identifying the root causes.
• Interface with Change and Service Management
• Create, develop and maintain Knowledge Database
• Continually review problem policy, process and procedures
• Ensure compliance with all national and local standards protocols for IT Services, including hardware, software, documentation and service.
• Be aware of and comply with the need for strict confidentiality and security of all IT systems and personal records and to be aware of, and comply with, all relevant legislation
• Provision of regular reporting and performance metrics

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

With around 2 million contacts with patients every year, we deliver care from:

• Royal Victoria Infirmary (RVI)
• Freeman Hospital
• Newcastle Dental Hospital
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service

These include a range of flagship services which deliver cutting‑edge care (supported by state‑of‑the‑art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.

We also have offices at Regent Point in Gosforth and community sites.

Please see attached information on what Staff Benefits we have to offer at our Trust under 'Documents to download' or 'Supporting documents'.

For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit:
Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust

In this challenging role the the post holder will be required to work in the Service Management team. In this capacity the post holder will be responsible for all of the activities associated with Incident & Problem Management to ensure stability of live service.

These activities include:

• Develop and maintain IT Incident / Problem Management and Major Incident Management processes
• Co-ordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds, or resolution advice and closure
• To manage in-depth investigations into IT-related incidents / Problems in order to minimise or prevent breaks in service
• To conduct detailed analysis of data gathered via the Service Management Tool in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues
• Working as part of a team to investigate and identify root…