At a Glance
- Tasks: Manage incidents and problems, ensuring timely resolution and excellent communication.
- Company: Join a dynamic team focused on delivering top-notch IT support.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Fast-paced environment with opportunities to enhance your problem-solving skills.
- Why this job: Be the go-to person for tech issues and make a real difference in user experience.
- Qualifications: ITIL certification and strong communication skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
Candidate must be SC Cleared. The Incident and Problem Management Analyst will be the first point of contact for providing technical support to the accounts designated users. Activities require a competent aptitude for working with applications, computer systems, and handheld devices, and to undertake analysis, diagnosis, and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution.
Key responsibilities:
- Act as a point of contact for all Incidents and Problem Records.
- Monitor the incidents to ensure that the Service Level Agreements are respected.
- Identify, initiate, schedule, and conduct incident reviews.
- Ensure the closure of all resolved and end-user confirmed Incident records.
- Provide guidance to the Incident Process Coordinators.
- Set and chair bridge calls on Incidents, as per process.
- Possess working knowledge of other ITSM and SIAM processes and help if required.
- Coordinate with other SIAM, ITSM, and Business teams.
- Working knowledge of Safe and Agile DevOps methodology.
- Deliver and manage these Incidents to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff, and Customers to ensure accurate and appropriate communications during these Incidents.
- Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, departments, hardware types etc. as instructed.
- Attend Customer meetings, review SLA performance, take part in new projects and represent the Service management viewpoint.
- Call and chair Problem Review meetings following priority Incidents; issue a written Postmortem report to IT management; ensure Problem actions are completed in a timely manner.
- Hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
- BAU deliverables are met with required Turn Around Time with required Quality.
- Responsibility for identifying Process Enhancement opportunities, prepare solution, estimation, get customer sign-off and execution of the projects.
Key Skills/Knowledge:
- Must be ITIL certified or demonstrate strong knowledge - Essential.
- Responsible to meet Process SLAs and KPIs – Essential.
- Possess excellent soft skills, verbal and written communication skills – Essential.
- Ability to participate and lead, when needed, project meetings with the customer – Essential.
- Demonstrable customer management/service skills/proactivity.
- Experience of working within a busy first level service desk environment in Incident and Problem management role.
- Very good understanding and awareness of the ITIL Incident management process and procedures.
- Sound technical knowledge across the ITSM tools, applications including MS Office, Teams, etc.
- Decision maker with an operational viewpoint.
- Flexibility available to support on-call outside of business hours.
Incident Problem Manager in Warrington employer: Gazelle Global
As an Incident Problem Manager, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. Our company offers comprehensive training opportunities, a collaborative culture, and the chance to work on impactful projects within a cutting-edge IT landscape. Located in a vibrant area, we provide a flexible work-life balance and a commitment to maintaining high standards of service excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Incident Problem Manager in Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant meetups, and engage with professionals on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by practising common questions related to Incident and Problem Management. Think about your past experiences and how they relate to the role. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in previous roles, especially those related to ITIL processes and incident management. This can set you apart from other candidates and give you an edge during interviews.
✨Tip Number 4
Don’t forget to apply through our website! We often have exclusive listings and it’s a great way to ensure your application gets seen by the right people. Plus, it shows your enthusiasm for joining our team!
We think you need these skills to ace Incident Problem Manager in Warrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Incident Problem Manager role. Highlight your ITIL certification and any relevant experience in incident and problem management. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've handled incidents or problems in the past, and don’t forget to show your enthusiasm for joining our team at StudySmarter.
Showcase Your Soft Skills:Since excellent communication skills are essential for this role, make sure to highlight your soft skills in both your CV and cover letter. We love candidates who can effectively communicate with customers and colleagues alike!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us at StudySmarter!
How to prepare for a job interview at Gazelle Global
✨Know Your ITIL Inside Out
Since the role requires strong knowledge of ITIL processes, make sure you brush up on your ITIL certification materials. Be ready to discuss how you've applied ITIL principles in past roles, especially in incident and problem management.
✨Showcase Your Communication Skills
As a point of contact for incidents, your communication skills are crucial. Prepare examples of how you've effectively communicated with customers and teams during incidents. Highlight any experience you have in chairing meetings or leading discussions.
✨Demonstrate Your Analytical Skills
The job involves producing trend analyses of recurring problems. Be prepared to discuss how you've identified trends in past roles and what actions you took to resolve them. Bring examples of reports or analyses you've created that led to process improvements.
✨Be Ready for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving abilities. Think of specific incidents you've managed, how you approached them, and the outcomes. This will show your practical understanding of the role and your ability to handle real-world challenges.
