Major Incident & Problem Lead in Thornaby-on-Tees

We are looking for a Major Incident and Problem Lead to join our growing team of like-minded tech people. Should you choose to accept, your responsibilities will encompass:

• Major Incident Management: Own and manage all major incidents, ensuring quick solutions and professional communication with clients and stakeholders. Conduct root cause analysis and compile reports for senior leaders.
• Escalation Support: Handle escalated tickets, ensuring timely updates and seamless resolution with the help of team leaders and engineers.
• Problem Management: Identify incident trends, work with your team members to resolve issues, and keep clients informed. Develop strategies to prevent recurrence and maintain documentation.
• Reporting: Compile and present reports on incident and problem management activities, ensuring alignment with business strategy and quality standards.

Our perfect candidate should have a wealth of knowledge spanning various technologies and being able to use these skills to troubleshoot and deliver five-star solutions that keep our clients happy is a must! Customer service is paramount to us, which is why we only look for candidates with excellent customer-facing skills and the ability to communicate effectively. Your friendly tech-savviness will truly shine here.

We know it's unrealistic to find someone who ticks all of these boxes (extra points if you do), which is why we seek those eager to develop over time through our development resources and peer learning. If this aligns with your own personal growth mindset, we would love you to apply.

• Relevant certifications such as ITIL, PMP, or similar are preferred.
• Strong understanding of IT infrastructure, including networks, servers, and applications.
• GCSE in English & Maths or equivalent (desirable).
• Proven experience in incident and problem management within an IT environment.
• Ability to build strong working relationships (internal/external).
• Excellent analytical and problem-solving skills.
• Self-motivated, achievement-oriented, ability to use own initiative.
• Strong verbal and written communication skills.
• Excellent organisation required.
• Ability to work on your own or as part of a team.
• Excellent conversational fluency in English is required to clearly explain complex technical issues.

Continuous learning and development are central to our culture, and we heavily invest in elevating our people, not just hiring those already at an expert level.

Working for an IT partner isn’t for the faint-hearted; it requires drive, passion for technology, collaboration, and a drive to innovate. If you want to learn more about the IT domain as a whole or specialise in one particular area, you can do that here. We are not looking for the most qualified people, but people who have a true drive to learn and a passion for the technology sector. Our learning and development opportunities, paired with our team's drive for learning, resulted in 34 promotions being granted in 2022.

We operate a hybrid working policy across most roles and often get asked why we haven’t made the decision to go fully remote… For us, natural learning opportunities are invaluable and office working enables this and has also inspired our collective culture of teamwork.

Our other benefits include:

• Base salary of £35,000 per annum depending on skills and knowledge.
• Hybrid working - After probation, split time evenly between office and home.
• Flexible working to suit your work-life fit.
• 25 days holidays per annum + public holidays + the ability to purchase 10 more.
• Your birthday off (Obviously!).
• £2000 Referral Scheme Bonus – if you know any other techies that want to join us.
• Enhanced maternity, paternity, adoption + Baby bonus (Family is important to us).
• Fully funded training and accreditations to expand your skillset.
• Two paid charity volunteering days per year.
• Discounted Broadband (Necessity).
• Life insurance.
• Private Health Insurance with AXA Health.
• Quarterly team social fund.
• Cycle to Work scheme.
• Gear up with the latest tech toys through our partnership with Currys.
• Cruise around in an eco-friendly electric car with our EV Scheme.

We’re committed to creating an inclusive and accessible recruitment process. Please don’t hesitate to reach out if you require any reasonable adjustments to participate in our application or interview process. We’re here to support you.

Agencies/Recruiters Please Note: To maintain an efficient and direct application process, we ask that recruitment agencies refrain from contacting us regarding our vacancies. We encourage individual candidates to apply directly through our website, as it enables us to manage our hiring process more effectively. Razorblue does not accept unsolicited speculative CVs. We take no liability for fees or commissions if hiring someone who applied directly or was sourced through other means. Any emailed disclaimers indicating otherwise will not supersede this policy. Candidates must be submitted only in response to specific requisitions from our talent acquisition team. Your cooperation in this matter is greatly appreciated and contributes to our efforts in finding the best possible fit for our team. Rest assured; we’ll reach out if we ever need assistance from agencies. Thanks for understanding!