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- Tasks: Manage major incidents and problems to ensure rapid service restoration for clients.
- Company: Getronics, a global ICT integrator with over 135 years of experience.
- Benefits: Remote work, 25 days holiday, flexible benefits, and a robust training programme.
- Why this job: Join a dynamic team and make a real impact in the digital future.
- Qualifications: 2+ years in Major Incident Management and strong communication skills.
- Other info: Opportunities for professional growth and community volunteering.
The predicted salary is between 36000 - 60000 £ per year.
Getronics is a global ICT integrator with a long history that extends over 135 years, across various locations in the UK, Europe, Asia Pacific and Latin America. Getronics are the founders and leading member of the Global Workspace Alliance with a unique model that provides customers with consistent IT services. Our vision is to reimagine the digital future one customer at a time.
We have an exciting opportunity for a Major Incident & Problem Manager to join our team!
What we can give you:
- 37.5-hour working week, Monday to Friday with a service window of 7am to 6pm (rotational)
- 1:4 rotation for out of hours cover 365 days per year
- 25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidays
- This is a remote role and you must be based in the UK
- Full training provided as part of a robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available
- Employee Referral Scheme – if successful you could earn £750
- Flexible benefits package that aims to offer something for everyone
- GetVibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics!
- To give back to the community and in support of our global ESG programme, you’ll be given 1-day paid leave to participate in local volunteering projects
- Company Pension Scheme, plus life assurance, and access to our free Digital GP App via Aviva
- Private medical cover after 12 months service
- Global Recognition Program – 40+ awards were made last year under our RecogniseMe scheme
Role Purpose:
24/7 x 365 service to ensure rapid response and service restoration for outages causing financial or reputational impact to clients. This role has direct client interaction and may involve occasional business travel.
Your main responsibilities consist of:
- The ability to identify errors causing incidents within clients' IOT estates
- Coordination of activities to determine root cause and deploy corrective actions to eliminate errors
- Coordinate service restoration efforts and be accountable for all communications around a major outage
- Chairing conference calls and using other modern communication tools to enable efficient information exchange
- Ability to use modern ITOA toolset and an ITIL-based process approach
- Excellent communication skills and proven report writing skills for productivity gains and cost saving as incident volumes decrease
- Can establish workarounds that minimise impact and document them in a knowledge base
What to expect:
- You will be responsible for carrying out regular trend analysis to identify errors
- Can manage a full life cycle of problem records
- Ability to deliver double digit reductions to incident volumes for support accounts
- Ability to assist with shift left opportunity identification
- Manage and drive efforts to ensure no major incident recurrence
- Can communicate and liaise with internal and 3rd Party technical resolver groups to define and drive investigation and resolution actions
- Deliver stakeholder communications in line with agreed SLA’s
- Maintain required touchpoints with other ITIL functions such as Change Management, Knowledge Manager etc.
- Take full responsibility and author Major Incident Reports for internal and external distribution
What we expect from you:
- A minimum of 2 years’ experience in a Major Incident or Problem Manager role
- Customer support experience in an IT service support environment or similar
- Ability to adhere to governance standards and processes
- Ability to build strong interpersonal relationships and work as part of a team
- A broad knowledge of IT Systems and Technology
- Strong MS Skills, specifically Excel including Pivot Tables
- A clear understanding of Service Level Agreements and their application
- Time managed, can prioritise and multitask effectively.
Experience in the following will be beneficial to your application:
- ITIL certification
- IT or business degree
- Experience with ServiceNow or another ITSM tool
- Full UK driver’s license
If you think you have 75% or even 90% of what we are looking for and know you are capable of the responsibilities and duties at hand, we encourage you to apply! Not all applicants require 100% of what we expect. This will prove you are willing to develop, curious to learn and grow professionally and personally.
What to do next:
If this ticks your boxes, and you are looking for a new and exciting opportunity, then please apply below with a copy of your CV and your contact details. We would appreciate a short message as to why you are interested in the position and Getronics!
As a business, we offer an Employee Referral Programme, if you have someone in your life you think would be a perfect fit then send them a link to the career’s webpage.
If you would like to ask any questions regarding our vacancies, Getronics as a business, or anything else, please don’t hesitate to get in touch. The Talent Acquisition team will be available on 0141 814 1055 or alternatively, email into weallmakeuk@getronics.com
We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.
Major Incident & Problem Manager in Glasgow employer: Getronics
Contact Detail:
Getronics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident & Problem Manager in Glasgow
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for a Major Incident & Problem Manager role at Getronics. You never know who might have the inside scoop or can put in a good word for you!
✨Tip Number 2
Prepare for those interviews! Brush up on your ITIL knowledge and be ready to discuss how you've tackled major incidents in the past. We want to hear about your problem-solving skills and how you can bring value to our team.
✨Tip Number 3
Show off your communication skills! During interviews, make sure to articulate your thoughts clearly and confidently. Remember, as a Major Incident & Problem Manager, you'll need to communicate effectively with clients and teams alike.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining Getronics and being part of our exciting journey!
We think you need these skills to ace Major Incident & Problem Manager in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Major Incident & Problem Manager role. Highlight relevant experience and skills that match the job description, like your ITIL knowledge or customer support background. We want to see how you fit into our vision!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share why you're excited about this role at Getronics and how your experience aligns with our needs. Keep it concise but impactful – we love a good story!
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your ability to convey information clearly. Use straightforward language and structure your documents well. We appreciate clarity just as much as you do!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Getronics
✨Know Your ITIL Inside Out
Since the role requires a strong understanding of ITIL processes, make sure you brush up on your ITIL knowledge. Be prepared to discuss how you've applied ITIL principles in past roles, especially in managing major incidents and problems.
✨Showcase Your Communication Skills
As this position involves direct client interaction and chairing conference calls, practice articulating your thoughts clearly. Think of examples where your communication made a difference in resolving an incident or problem.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've identified root causes of incidents and implemented corrective actions. Highlight your analytical skills and how you've used trend analysis to reduce incident volumes.
✨Familiarise Yourself with ServiceNow
If you have experience with ServiceNow or similar ITSM tools, be ready to talk about it. If not, do a bit of research on its functionalities and how it can aid in incident management, as this could set you apart from other candidates.