Incident & Problem Management Specialist

Proactive Appointments

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Incident & Problem Management Specialist

Incident & Problem Management Specialist

London - Hybrid - Permanent - £50k + Benefits

Our Client based in London are looking for an Incident & Problem management specialist on a permanent basis. The ideal candidate will need to have good knowledge of ITIL processes and will be responsible for pulling the Service Desk team and technical teams together and reviewing the tickets coming in and identifying any trends and patterns to be able to help with solutions to solve these mistakes and make the team more efficient.

Key Responsibilities

  • Take ownership of any ticket escalated through the management team
  • Ensure a high level of visibility and communication to any users with an outstanding issue giving regular updates both via email, in person and on the phone
  • Notify, escalate, and communicate to stakeholders to ensure timely completion of root cause and short-term remediation plans.
  • Document and maintain all policies and processes around Change, Incident and Problem Management
  • Run the Change Board meetings and following up with change requesters ensuring they have completed their changes according to the process
  • Help coordinate the investigations and drive a reduction of repeat incidents - spotting and tracking trends
  • Own all problem tickets
  • During a P1 incident take ownership of all communication to the business
  • Provide Monthly Reporting of KPIs and RFOs

ITIL Foundation Certification required

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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Descriere companie

Detalii oferta de angajare

24 Nov 2022

Locatia jobului

United Kingdom, London, London

Tip job

Full time

Categorie job

Tehnologia informaţiei, Telecomunicaţii

Salariu lunar