Incident and Problem Manager (Dedicated) – Home or Hybrid

Company Description

Who are we?

We’ve been providing high quality end-to-end IT solutions since 2001 and are now one of the largest providers of Communications and IT solutions in the UK. Think of us an extension to our customers’ IT departments, helping them to optimise their technology. We provide a wide range of solutions and services which makes us an ideal choice, regardless of where our customers stand in their digital journeys or the scale of their requirements. We are also 100% committed to building and maintaining exceptional relationships with our customers and strive to consistently improve and develop in all aspects of our business.

What’s it like to work for us?

We don’t just focus on our customers; we also spend time investing in our colleagues and aim to be as people centric as possible. We do this by fostering an inclusive and supportive culture where our colleagues feel valued and appreciated. In fact, in our most recent Colleague Engagement Survey, 90% agreed that their manager genuinely cares about them as a person and consistently takes an honest and open approach to communication.

We care about our colleagues and strive to give them the support they need to be the best version of themselves. We ensure that work works for you by offering flexible working, hybrid/home-based working styles (where possible), holiday purchase schemes, health & wellbeing programs, free day of annual leave for birthdays and more.

Job Description

What’s on offer?

Location: Home or Hybrid Based (Birstall WF17)

Salary: Up to £40k per annum

Contract Type: Permanent, Full Time

Hours: 37.5 per week, 08:30 – 17:00, Mon – Fri

What you’ll be doing:

As our dedicated Incident and Problem Manager at Daisy Corporate Services, your primary objective is to oversee and manage incidents within one our dedicated customer Service Desks, driving appropriate actions across internal operations teams and engaging third parties. Additionally, you will play a crucial role in identifying, analysing and driving resolution of complex problems within our IT infrastructure and services, contributing to the stability and reliability of our clients systems.

This is a fantastic opportunity if you are seeking a healthy work-life balance as we are offering a fully remote or hybrid contract. If you opt for a fully remote contract, there is a requirement to travel to our Birstall (WF17) and London offices for ad-hoc meetings. Currently, the team are meeting at our Birstall offices 4 days per month.

Some of the key responsibilities include:

Lead and take ownership of incidents within the Service Desks, ensuring effective resolutions within Service Level Agreements.
Analyse and drive resolution of complex problems within IT infrastructure, identifying root causes and implementing proactive measures.
Drive adherence of Daisy’s Incident Management process.
Coordinate ongoing incidents, ensuring positive outcomes and emphasising lessons learned and operational improvement.
Deliver a good customer experience through Incident Management, considering SLAs and prioritising customer satisfaction.
Coordinate internal and external activities to drive incident resolutions.
Investigate and analyse incidents to identify underlying problems and root causes.
Collaborate with cross-functional teams to define problem statements and develop effective problem-solving strategies.
Facilitate problem management meetings, ensuring appropriate documentation of discussions, actions, and resolutions.
Monitor and track the progress of problem investigations and resolutions.
Collaborate with technical teams to implement permanent fixes, workarounds, or preventive measures.
Conduct post-implementation reviews to validate the effectiveness of problem resolutions.

Qualifications

PreferredSkills & Experience

Previous experience working in a similar role as an Incident or Problem Manager.
Strong understanding of problem management processes and methodologies.
Proficiency in incident management and root cause analysis.
Familiarity with IT infrastructure and services, including cloud, software, networks, and applications.
Experience in collaborating with cross-functional teams and stakeholders.
Knowledge of ITIL (Information Technology Infrastructure Library) framework is preferred but not mandatory.
Working knowledge of a monitoring tool with respect to identification of pro-active problems would be advantageous.

Preferred Qualifications

A degree in a relevant field such as computer science, information technology, or engineering is preferred but not mandatory.
Relevant certifications in problem management, incident management, or IT service management (such as ITIL Foundation) will be advantageous.

Key Competencies

Strong leadership and relationship-building.
Excellent communication for effective team collaboration.
Detail-oriented, organized, and assertive.
Drive for accountability and results.
Motivational positive attitude.
Proficient in data insight and interpretation.

Additional Information

Some of the key benefits we offer include:

Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme!

Free Days – Free day of annual leave for birthdays and weddings.

Daisy University and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us.

Home or Hybrid Option, we are offering a fully remote or hybrid contract for this role to ensure that work works for you.

Enhanced family friendly policies – We are here to look after you and your nearest and dearest.

Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team.

The Exchange – Online discount platform for more than 1,200 retailers.

Interested? Submit your interest today for review and consideration by our friendly Talent Acquisition Team!

Originally posted on Himalayas

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