Associate Problem & Major Incident Coordinator

We are seeking an Associate Problem & Major Incident Coordinator to support the Problem & Major Incident Manager. The role involves coordinating the resolution of problems and facilitating the response to major IT incidents. You will work under supervision with other service areas within the Digital Technology Service to proactively prevent incidents, minimise their impact, prevent recurrence and manage the lifecycle of all problems.

What You Will Do

• 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 assessment of problems and major incidents.
• Contribute to proactive identification of problems or potential problems by analysing leading or trailing indicators and trending incidents, requests or events.
• 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 deliver 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.

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

• 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.

Equal Opportunities

Birmingham City Council is an accredited Disability Confident Leader employer and is committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there is any reasonable adjustment or additional support you require. Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.