Incident & Problem Co-ordinator

Incident & Problem Coordinator

YBS has an exciting new opportunity for an Incident & Problem Coordinator to join our Technology Services function. The successful candidate will provide continual improvement principles to Incident & Problem Management policies, practices and procedures to ensure maximum benefit is delivered.

This role will be based in our Bradford Head Office, with flexible working from home capability and additional on‑call hours on a rotation throughout the team.

Responsibilities

• Support the management of Major Incidents on a 24/7 basis where required, ensuring they are identified, logged, progressed and resolved within the scope of the Major Incident Management Process.
• Produce clear and concise stakeholder and incident communications.
• Compile Major Incident reports.
• Ensure records are kept up to date for Incidents & Problems and supporting tasks such as changes are raised following the correct procedures.
• Ensure that root cause and trend analysis is carried out effectively to reduce the number of recurring incidents and identify service enhancements.
• Ensure all relevant knowledge is transferred into the Service Desk to promote quality Incident & Problem management.
• Contribute to and lead actions which drive continual improvement of the team and processes.
• Engage with stakeholders to drive service optimisation initiatives.

Qualifications

• An in-depth experience gained in Service Management Support principles and disciplines, based on ITIL best practice.
• Strong knowledge and experience with Incident & Problem Management methodologies and stakeholder management.
• A thorough knowledge of data analysis techniques.
• Excellent MS Office skills, for data analysis and documentation.
• Resourceful – utilise all tools, expertise and knowledge bases to investigate and resolve problems.

Benefits

• Holiday. 25 days plus Bank Holidays, with the option to buy up to a further 5 days.
• Bonus. On target bonus of 7% of eligible pay, with the opportunity to earn up to a maximum of 15%.
• Pension. Contribution up to 11% into your YBS pension.
• Healthcare. Private medical insurance, dental and health plans.
• My Benefits. Access to our self‑service benefits portal for retail, hospitality and health discounts.