Associate Problem & Major Incident Coordinator

Overview: Associate Problem & Major Incident Co-ordinator (Permanent, 36.5 hours per week). Grade 3 - £28,598- £34,434 per annum.

What you will do:

• Under appropriate guidance, supervision, and mentorship, assist the Senior Problem & Major Incident Coordinator and the Problem & Major Incident Manager to facilitate, coordinate and ensure the right subject matter experts are involved in the assessment of problems and major incidents.
• Contribute to ensuring the proactive identification of problems or potential problems by analysing leading or trailing indicators and trending incidents, requests or events.
• Under appropriate guidance, categorise problems and work with colleagues across the service to determine, initiate and deploy preventable measures.
• Participate in a high performing end user facing problem and major incident management team, creating, and implementing plans and strategies to ensure the problem and major incident team delivers a high quality, continually improving support service.
• Work with users and service leads to resolve major incidents, manage customers' expectations, and review incidents to improve service provision and customer satisfaction.
• Liaise with the service desk on critical incidents and other system failures, communicating and updating tasks on time, and escalating where necessary to the lead support officer.
• Ensure that customers receive a friendly, professional, and consistent service regardless of the problem or major incident being dealt with.
• Be a role model for our values and lead by example to help transform the culture of the organisation; fostering a high trust, empowered and inclusive environment where teams and individuals thrive and perform at their best.

What we will support you with:

• An environment that values curiosity, autonomy and working in the open.
• An engaged and supportive leadership with a clear vision.
• Training and development opportunities to help you progress and be the best you can be.
• An inclusive workplace committed to reflecting the public we serve.
• A benefit package designed to promote a great work life balance.
• Exposure to all digital and technology teams and services areas across the council.

About you:

• We're looking for someone who is eager to learn and grow in a fast paced digital environment.
• Passionate about coding, technology, and creating better user experiences.
• Familiar with modern development tools, frameworks, and version control.
• A problem solver with good communication and collaboration skills.
• Enthusiastic about working in an open, agile, and inclusive team culture.

Why join us:

You'll be joining a team at the forefront of our digital transformation journey—one that's committed to modernising services, improving performance, and delivering real impact. We offer mentoring, professional development, and the opportunity to work with cutting edge technologies in an environment that values creativity, collaboration, and continuous learning.

Note: This role requires the right to work in the UK. Sponsorship is not available for this post. Proof of Right to work will be required for all applicants in accordance with UK Home Office requirements.

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. If you require reasonable adjustments, additional support, accessibility needs, or any help through your application, please let us know.

Additional information: We strive to advertise all roles for a minimum of two weeks. However, vacancies may close earlier due to high application volumes. You are encouraged to submit your application without delay to ensure consideration.

Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment.