IT Incident & Problem Manager

Job Titles:
IT, Telecomms and Communications
£45,000 to £65,000 per annum
Extensive: Medical, Dental, Pension, Gym, Bonus, Much more
London & Colchester
Contract Type:



This role is transitioning to the ISS Service Management Team responsible for driving our ISS Operational Excellence strategic year on year goals of:

  • Faster resolution of IT issues
  • Reducing volume of IT issues
  • More efficient use of resources
  • Year on year improvement of IT Services
  • Effective management of Risks
  • Greater transparency
  • Effective Service Management Reporting

Purpose of role:

The primary objective of the role is to manage major incidents and lead the restoration of IT services to normal operation as quickly as possible. The processing and coordination of appropriate and timely responses to major incidents, including prompt channeling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping SMT appraised of progress towards service restoration.

This role will own Incident Management, governing all ISS staff on their adherence to policy and process.

In recognition of our vision to reduce major incidents year on year, there are secondary responsibilities of this role looking into trending of incident volumes and driving service ownership Problem Management activities towards preventing re-occurrence. As the Incident Manager process owner, focus must be maintained across ISS of all open tickets being resolved promptly with high quality and acceptance by the user.

This role is an integral team member supporting all other key Service Management streams, primary Change Management, Risk Management, Event Management, Release Management and Capacity Management.

Key Responsibilities:

Managing Major Incidents (Sev 1 & 2), to ensure that these are logged, prioritised, diagnosed, and escalated to appropriate and consistent quality and conformance standards; co-ordinate ISS staff and Customers to ensure accurate and appropriate communications during Incidents;

Monitors customer service or service desk functions, and collects performance data. Assists with the specification, development, research and evaluation of Major Incident standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members

Reducing business impact of incidents through documentation and publishing of validated workarounds

Supporting the implementation of best practice processes, service reporting and tools in order to consistently meet Service Targets

Conducting regular audits - identifying strengths and weaknesses around quality, conformance, process and technology

Provides support and guidance to all users in the effective use of incident management processes and tools available to them; demonstrates ingenuity in applying knowledge to non-standard situations.

Briefs all staff on outstanding issues, ensuring that documented workarounds are relevant, clear and accessible to all.

Initiates action to resolve problems in systems and services. Documents such incidents and problems within the configuration management defect/problem reporting system. Matches unresolved incidents against existing problems, known errors and other incidents (including parent incidents).

Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use it.

Reviews and analyses historic data to identify underlying trends and initiates proactive problem management activity, across teams, to drive improvements and reduce incidents.

The Major Incident Management process is being reviewed and changed with the implementation of this role. The successful applicant will drive the cultural change across the organisation, in what will be a highly challenging and visible role.

This role’s success will be measured by our Customers IT Services feedback and benchmarking against other legal and professional services firms’ maturity

Key Dimensions:

The role must ensure delegated responsibilities are actioned effectively by the relevant teams including solution design, projects, testing and service delivery.

The role will require time in both London and Colchester to ensure strong working relationships are built with all the in scope teams involved in delivering service excellence.

The role will work across a number (circa 8) of teams within ISS, some of which are part outsourced, as well as business customers in the wider Firm.

Service Reporting & Governance:

Ensures plans are in place to deliver Incident Management to ISS service targets and on-going scorecard performance reporting

Organises and chairs Major Incident Response conference calls promptly when Major Incidents occur, ensuring all required parties responsible for service resolution are contacted to attend. Responsible for circulating minutes and actions from these calls to ISS management.

Owns Incident Management process, policy and ensures records in assisting maintaining quality and performance expectations
IT Risk
Ensures all known IT risks are captured and maintained in the Pre-Flight Checks and ISS Risk Register, as appropriate

Conducts regular process maturity assessments - identifying strengths and weaknesses around quality, conformance, process and technology

Promotes, proposes Continual Service Improvement Programmes (CSIP) to meet targets or respond to specific IT service issues

Pro active engagement across to ensure the service agenda maintains its suitability and to help promote the service agenda firm wide

High quality , timely and valuable communication which enhances ISS credibility

Identifying training requirements for teams

Skills/ Experience/ Qualifications Required :

  • Be self-motivated with proven motivational and leadership skills
  • Good at managing own workload
  • Being proactive, anticipating opportunities for service improvement and taking appropriate action(s).
  • Education / Qualification
  • ITIL v3 Certification in Service Operations
  • Proven experience in Major Incident Management within a fast paced, technology complex, global organisation

Good understanding of leading industry enterprise technologies, namely:-

  • Windows server 2012
  • Exchange 2010 / 2013
  • Citrix Xenapp 6.5 / PVS
  • Netapp
  • ITSM Toolsets, Axios assyst v10