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- Tasks: Manage major incidents and problems, ensuring efficient resolution and compliance with ITIL standards.
- Company: Version 1 is a leading IT services provider focused on innovation and customer experience.
- Benefits: Enjoy flexible working, profit sharing, wellness initiatives, and generous holiday allowances.
- Why this job: Join a dynamic team that values growth, collaboration, and making a real impact in IT services.
- Qualifications: 5+ years in Problem and Major Incident Management; ITIL certifications preferred.
- Other info: Opportunities for professional development and involvement in community initiatives.
The predicted salary is between 48000 - 72000 £ per year.
Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.
We are seeking an experienced ASPIRE Managed Service, Global Service Centre Major Incident and Problem Manager who is accountable for both the Major Incident and Problem Management practices which support the entire ASPIRE Managed Service and its customers.
Key Responsibilities:
- Problem Management
- Develop and implement the Problem Management practice in line with ITIL best practices in partnership with ASPIRE Managed Service stakeholders.
- Proactively analyse trends, identifying and confirming opportunities to prevent recurring issues that could cause service disruptions.
- Ensure that root cause analysis is carried out to identify and resolve the underlying causes of major incidents.
- Ensure that known errors and workarounds are documented, and that they are available to all appropriate Version 1 colleagues and customers.
- Ensure all problems are documented, communicated and comply with ITIL standards.
- Monitor and track the progress of problems through their entire lifecycle.
- Collaborate with the Major Incident Management practice to assess the execution of resolution activities, establishment of root cause, identification of corrective/preventative actions and identification of areas for improvement.
- Major Incident Management
- Develop and implement the Major Incident Management practice in line with ITIL best practices in partnership with ASPIRE Managed Service stakeholders.
- Ensure all major incidents are documented, communicated and comply with ITIL standards.
- Monitor and track the progress of major incidents through their entire lifecycle.
- Oversee post-major incident reviews to assess the execution of resolution activities, establishment of root cause, identification of corrective/preventative actions and identification of areas for improvement.
- Shared Responsibility
- Be responsible for creating a roadmap and Continual Improvement of the practices.
- Maintain the relationship with the ITSM Tooling team to ensure the practices are aligned with tooling strategy, and that the ITSM tools are configured to support the practices.
- Maintain and produce documentation and training materials.
- Provide training and guidance to the Global Service Centre team to enable the management of Major Incidents and Problems in line with policy and procedures.
- Present the practice and procedures, along with evidence of effective governance to certification and accreditation audits e.g. ISO 20000, Azure MSP, Oracle CSP.
- Monitor and report on the effectiveness of the practices using industry-standard metrics and KPIs.
Qualifications
- Minimum of 5 years of experience in Problem Management and Major Incident Management, or a related field.
- Proven track record of using ServiceNow to perform Major Incident Management and Problem Management.
- Strong understanding of ITIL framework.
- Excellent communication and interpersonal skills.
- Ability to manage multiple projects and prioritise tasks effectively.
- Strong analytical and problem-solving abilities.
- Ability to work under pressure and meet tight deadlines.
- Strong leadership and team management skills.
- Flexibility to work outside regular business hours if necessary.
- ITIL v4 Foundation Certificate.
- ITIL Intermediate or Expert Certification would be beneficial.
- Additional certifications in project management (e.g., PMP, PRINCE2, AGILE) could be beneficial.
Additional Information
At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability. Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits. Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme. Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offers flexibility to help achieve a healthy work-life balance. Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme. Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies. Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat. Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform. Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.
And many more exciting benefits… drop us a note to find out more.
IT Major Incident & Problem Manager employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Major Incident & Problem Manager
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily relies on them. Understanding the nuances of Problem Management and Major Incident Management within the ITIL framework will give you a significant edge during interviews.
✨Tip Number 2
Gain hands-on experience with ServiceNow, as it's a key tool for this position. If you can demonstrate your proficiency in using ServiceNow for incident and problem management, it will greatly enhance your candidacy.
✨Tip Number 3
Network with professionals in the IT service management field, especially those who have experience with major incident management. Engaging in discussions or attending relevant events can provide insights and potentially lead to referrals.
✨Tip Number 4
Prepare to discuss specific examples from your past experiences where you've successfully managed incidents or problems. Highlighting your analytical skills and ability to work under pressure will resonate well with the hiring team.
We think you need these skills to ace IT Major Incident & Problem Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Problem Management and Major Incident Management. Use specific examples that demonstrate your understanding of ITIL best practices and your proficiency with ServiceNow.
Craft a Compelling Cover Letter: Write a cover letter that clearly outlines your motivation for applying to Version 1. Emphasise your experience in managing major incidents and problems, and how you can contribute to their ASPIRE Global Service Centre.
Highlight Relevant Certifications: Include any relevant certifications such as ITIL v4 Foundation or Intermediate certifications in your application. Mention any additional project management certifications that could enhance your candidacy.
Showcase Soft Skills: In your application, highlight your communication, analytical, and leadership skills. Provide examples of how you've successfully managed multiple projects under pressure, as these are crucial for the role.
How to prepare for a job interview at TN United Kingdom
✨Understand ITIL Framework
Make sure you have a solid grasp of the ITIL framework, as it's crucial for the role. Be prepared to discuss how you've applied ITIL best practices in your previous positions, especially in Problem and Major Incident Management.
✨Showcase Your Experience with ServiceNow
Since the role requires using ServiceNow for managing incidents and problems, be ready to share specific examples of how you've utilised this tool effectively in past roles. Highlight any unique features or processes you've implemented.
✨Demonstrate Analytical Skills
Prepare to discuss how you've proactively analysed trends and identified opportunities to prevent recurring issues. Use concrete examples to illustrate your analytical and problem-solving abilities, particularly in high-pressure situations.
✨Communicate Clearly and Effectively
Strong communication skills are essential for this role. Practice articulating your thoughts clearly, especially when discussing complex technical issues. Be ready to explain how you would communicate during a major incident to ensure minimal disruption.
