Incident and Problem Manager in Huntingdon

Security Clearance Required - DV ('Developed Vetting')

Location: Huntingdon, Cambridgeshire UK

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 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 to enable informed decision making.
• Work closely with the Service Desk Managers, Service Desk Analysts and other key stakeholders 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.
• Maintain a breached ticket spreadsheet with associated mitigation statements.
• Update the Performance 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 Flexi-time benefits

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone.

If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Who We Are:

Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.

Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years. Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.

People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.

At Leidos, we don’t want someone who "fits the mold"—we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, “what’s next?” before the dust settles on “what’s now.” If you’re already scheming step 20 while everyone else is still debating step 2… good. You’ll fit right in.