At a Glance
- Tasks: Lead Incident and Problem Management, ensuring effective resolution and communication during critical incidents.
- Company: Join a dynamic team at Auxilion Service Center in Sheffield, providing 24x7 support.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and career development.
- Why this job: Make a real impact by managing critical incidents and improving service stability.
- Qualifications: Experience in ITIL processes, major incident management, and strong communication skills required.
The predicted salary is between 37338 - 44962 £ per year.
The ASC (Auxilion Service Center) in Sheffield provides 24x7 Infrastructure and Service Desk support to our Customers.
The team is the focal point for many of our customer’s infrastructure and deals with Issues that are critical to their Business.
The Problem and Incident Manager will work with the technical teams to identify problem issues, raise appropriate problem cases and manage those cases through to conclusion.
They will also be the lead for all Incidents, including Major incidents and Security Incidents that occur during business hours as well as the owner for all Procedure, Process and Policy documentation relating to Incident & Problems.
The responsibilities outlined in this job description are intended to provide an overview of the role and are not an exhaustive list of duties.
The Company reserves the right to amend, add to, or remove responsibilities as required to meet evolving business needs and operational requirements.
This role involves the following
The successful candidate will take ownership of the Incident and Problem Management process, ensuring that Incident and Problem records are effectively logged, prioritised, and managed through to resolution using the Service Now ITSM tool.
This includes driving root cause analysis, identifying trends, and implementing preventative measures to reduce repeat incidents and improve overall service stability.
The role will play a key part in strengthening and maturing processes to ensure that Major Incidents are managed to a successful conclusion.
This will involve coordinating stakeholders across technical and business teams, facilitating clear communication during high-impact incidents, and ensuring that comprehensive Root Cause Analysis (RCA) documentation is produced, reviewed, and actioned in a timely manner.
In addition, the individual will proactively collaborate with Team Leads and engineers to ensure aged incidents and problem records are managed effectively and ensuring that progress is maintained.
You will work closely with support teams to drive accountability and timely resolution, escalating where required.
The role will also support the wider Incident Management function, assisting in the coordination and management of minor incidents and escalations.
This includes helping to prioritise workload, ensuring adherence to SLAs, and providing guidance to teams to ensure consistent, high-quality incident handling across the organisation.
Whilst not a primarily technical role, an understanding of the below competencies, will advantageous:
- Messaging – Exchange
- Microsoft Office 365
- Backup & Archiving
- SAN storage
- Core Infrastructure – Active Directory/Windows
- Cloud computing
- SQL
- Networking
Experience Required
- Prior experience in a 24 x 7 Network Operations Center / Service Desk Environment
- Experience of Problem Management.
- Experience of Major Incident Management.
- Experience with face-to-face and remote customer liaison.
- Experienced with ITIL support services disciplines.
- Strong understanding of ITIL processes. An ITIL certification is required. ITIL v5 would be preferred.
- Experience of Problem Management, analyzing incident trends, raising problem records, and working with technical teams to resolve.
- Experience of Major Incident Management with the ability to work under pressure, engage with technical teams and manage Customer experience.
- Excellent communication, teamwork and interpersonal skills.
- Ability to create processes for other team members.
- Qualities: Integrity, attention to detail, timeline sensitive, goal oriented, motivated.
- Good problem-solving skills.
- Experience with Service Now or similar IT Service Management Tool. (Service Now experience strongly preferred)
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Incident Problem Manager in Sheffield
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Auxilion values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Auxilion might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Auxilion!
✨Direct Apply to Auxilion
Let's not forget to apply directly through the Auxilion website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Incident Problem Manager in Sheffield
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Auxilion.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Auxilion. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Auxilion
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
