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- Tasks: Manage IT incidents and problems, ensuring smooth operations and service quality.
- Company: TP ICAP connects global markets with innovative solutions and a diverse team.
- Benefits: Enjoy a hybrid work model, training opportunities, and a supportive culture.
- Why this job: Join a dynamic team that values innovation and inclusivity in a fast-paced environment.
- Qualifications: Experience in problem management and ITSM tools like ServiceNow is essential.
- Other info: We encourage applicants from all backgrounds to apply, even if you don't meet every requirement.
The predicted salary is between 36000 - 60000 £ per year.
IT Incident and Problem Manager page is loaded
IT Incident and Problem Manager
Apply locations Belfast time type Full time posted on Posted Yesterday job requisition id R4028
Role Overview:
Reporting to the IT Operations Team Lead, the Incident & Problem Manager will work as part of a team responsible for the operational execution of the TP ICAP Incident & Problem Management Policies, to ensure that TP ICAP remains fully accountable and in control of incident and problem management. Working with internal teams and external suppliers, you will co-ordinate all incident and problem management activities to proactively prevent problems from occurring, resolve existing problems, thus improving service quality and stability.
Role Responsibilities:
Problem Management
- Manage the problem record lifecycle in accordance with the TP ICAP Problem Management Policy. Ensure that respective Incidents / Problems / Changes are identified, recorded and tracked through to satisfactory resolution in line with agreed resolution plans.
- Facilitates and participates in Problem Management meetings, for example, RCA meetings following service impacting issues, outstanding Problem and Problem Tasks Reviews, inter-departmental Problem Status meetings, Platform Review meetings.
- Proactively leading investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives, (including People, Process and Technology elements).
- Proactively monitor problem management performance metrics and KPI’s, and run monthly reporting
Incident Management
- Provide ownership of major IT incidents and co-ordination of the incident resolution process and recovery activities.
- Facilitate the close liaison with the business and various internal IT teams, to effectively manage incidents and problems impacting the business.
- Ensure incidents are fully documented within the reporting system, providing a clear audit trail of activities and decisions via the Major Incident Report.
- Organise and run post incident reviews, logging actions to improve processes and information to reduce the risk and impact of future incidents.
- Proactively monitor incident management performance metrics and KPI’s, and run monthly reporting
Additional Responsibilities
- Complete any mandatory training by the required deadlines
- Act with integrity and due skill, care and diligence in carrying out your duties
- Escalate to the appropriate functional head any violation of any Company policy including, but not limited to, any violation of any policy contained in the Code of Conduct, Employee Handbook or any other stand-alone policy promulgated by the Compliance, Finance, or Human Resources Departments as well as any violation of federal, state or local laws.
- Other duties as may be required
Special Job Requirements:
- Occasional Bank holiday working requirement
Experience / Competences
Essential
- Problem & Incident Management experience within a complex global corporate environment, financial services experience preferred.
- Strong experience with ServiceNow, or similar ITSM tools, with a clear understanding of how tools should be used to support Problem Management process activities.
- Strong analytical and problem-solving skills, preferably evidenced by previous similar experience in a similar role.
- Strong communication skills, experience managing relationships with senior stakeholders.
Non-Essential
- Professional Qualifications: ITIL v3 or v4 foundation, or equivalent ITSM qualification.
- Experience of working with global colleagues and stakeholders and sensitivity to cultural differences, time zones etc.
#LI-Hybrid #LI-ASO
Not The Perfect Fit?
Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn\’t align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don\’t hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.
Company Statement
We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That\’s why we\’re building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord – our Employee Network – is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.
Location
UK – City Quays – Belfast
About Us
Connecting clients, communities and colleagues for sustainable growth
TP ICAP connects people, platforms, ideas, and insight across the world’s financial, energy and commodities markets. As a global leader in market infrastructure and data-led solutions, we enhance market access, increase efficiencies, and unlock possibilities.
Work with us
Joining TP ICAP puts you at the heart of markets that matter.
You’ll have the freedom to innovate and act on your initiative. We’ll train you and build your abilities in your specialist area, so that you can become an expert in your field. And all within a connected network that’s there to set you up for success.
More about us
TP ICAP Group is a collection of premium brands each with a distinct, client-focused offering. Underpinning and connecting these client-facing brands is the financial security, operational strength and know-how we have as a Group.
Connections are at the heart of what we do. We combine our people’s know-how with the latest technology to improve price discovery, trade execution and liquidity flow.
Connections create strength. Through them, we help our clients to manage risk, realise investment strategies and expand the scope for growth.
And connections act as a catalyst. Sparking richer solutions for our clients to break new ground, modernising markets for future performance, and creating dynamic careers for our people.
Our capacity to connect builds trust, supports communities and gives us the power to anticipate and respond to change, whatever direction the world takes. It’s what makes TP ICAP a mainstay in the global markets, now and in the future.
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IT Incident and Problem Manager employer: TP ICAP Group
Contact Detail:
TP ICAP Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Incident and Problem Manager
✨Tip Number 1
Familiarise yourself with ITIL frameworks, especially v3 and v4, as they are crucial for the role. Understanding these principles will not only help you in interviews but also demonstrate your commitment to best practices in incident and problem management.
✨Tip Number 2
Gain hands-on experience with ServiceNow or similar ITSM tools. Being able to discuss specific functionalities and how you've used them to manage incidents or problems will set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your analytical and problem-solving skills through real-life examples. Think of situations where you've successfully identified root causes and implemented solutions, as this will resonate well with the interviewers.
✨Tip Number 4
Network with professionals in the financial services sector, particularly those who work in incident and problem management. Engaging with industry peers can provide insights and potentially lead to referrals that could enhance your application.
We think you need these skills to ace IT Incident and Problem Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT incident and problem management. Use keywords from the job description, such as 'ServiceNow', 'problem record lifecycle', and 'root cause analysis' to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about this position at TP ICAP. Mention specific experiences that align with the responsibilities outlined in the job description, such as managing major IT incidents or facilitating problem management meetings.
Showcase Your Skills: Highlight your analytical and problem-solving skills in your application. Provide examples of how you've successfully resolved issues in previous roles, particularly in complex corporate environments, to show you can handle the challenges of this position.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial for an IT Incident and Problem Manager.
How to prepare for a job interview at TP ICAP Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of an IT Incident and Problem Manager. Familiarise yourself with incident and problem management processes, especially within a financial services context, as this will help you answer questions more effectively.
✨Showcase Your Experience
Be prepared to discuss your previous experience with ITSM tools like ServiceNow. Highlight specific examples where you've successfully managed incidents or problems, focusing on your analytical skills and how you've improved service quality in past roles.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples where you've identified root causes of issues and implemented solutions. This will demonstrate your proactive approach and ability to lead investigations.
✨Communicate Effectively
Strong communication skills are essential for this role. Practice articulating your thoughts clearly and confidently, especially when discussing complex technical issues. Be ready to explain how you would liaise with various stakeholders during incidents.
