Incident and Problem Manager

Description

Incident and Problem Manager

Security Clearance Required - DV ('Developed Vetting')

Location:

Huntingdon, Cambridgeshire UK

UNLEASH YOUR POTENTIAL

Your Role and responsibilities

Restoration of normal service operations – Managing the response to an unplanned event or service interruption as quickly as possible and minimise any adverse effects on business operations. Identification and Responding to Problems – Whole life accountability for all problems across the Enterprise. This includes problems raised by Customers, Engineers and the Problem Manager. Management and Administration of Service Desk tooling.

Overall responsibility for incidents, service requests and problems within a complex IT environment using the ticket management system. Proactively monitoring incidents raised to identify

COPY and prevent potential problems. Ensuring that the service desk tooling work flows accurately reflect the documented Incident & Problem Management processes.

Ensure the tooling configuration is kept relevant to the operations requirements by carrying out administration updates. Stakeholder management and engagement – Use interpersonal skills to brief internal and external key stakeholders with relevant evidence and detail for enabling informed decision making. Work closely with the Service Desk Managers, Service Desk Analysts and other key stakeholder to ensure problems records, tickets and requests are managed appropriately.

Data Analysis and reporting – Use appropriate tools to deliver management reports against SLAs identifying trends and service improvement opportunities. Provide relevant input to Service Performance Reporting Packs to include trend analysis as a minimum. ITIL Policy and Processes – Regularly review the Incident and Problem Management processes to ensure that they remain fit for purpose. Ensure that clear linkages are in place with the Incident Management, Problem Management and Change Processes for identification and resolution of Problems.

Ensure clear linkages to the Problem Management process to enable functional escalation of incidents.

Line Management – Responsible for the Service Desk Analysis.

List bullet points of key duties. Maintain a breached ticket spreadsheet with associated mitigation statements. Update the İstanbul Performanc Sentencing Committee slide pack monthly. Update Incident and Problem management slides within the Service Management Review, the Core Service Weekly brief and provide statistical analysis for incidents, problems and service requests.

Update and maintain technical documentation relating to incident and problem management.

• Attend and contribute at required meetings.
• Conduct Incident Management and Problem Management Review Boards as required.
• Coordinate Root Cause Analysis on issues utilising Resolver Groups and Outside Agencies.
• Ensure that workarounds and permanent solutions are documented as Knowledge Articles and reviewed as required.
• Line Management of the Service Desk Analysis
• Document Known Errors (KE) and promulgate where required.
• Attend Security Working Groups as required to highlight problems that may need Risk Register activity.

Key

Competencies:

Communication – Verbal, written (including technical documentation) and presentational.

Analytical Reasoning – Critically analyse data identifying patterns with possible solutions.

Relationship Management – Build effective internal and external relationships.

Leadership – Provide guidance for Service desk analysts and best practice for resolver groups.

What we do for you: At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.

We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:

• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
• Access to…