The IT Service Management team requires a Major Incident & Problem Manager to support and underpin the organisational ITIL discipline and capability.
Responsibilities:
* Manage high priority incidents up to and including resolution.
* Assess business impact and urgency; declare Major Incident as per guidelines.
* Document the recovery process of all Major Incidents accurately.
* Communicate updates about Major Incidents to stakeholders.
* Participate in Incident Review phases, planning meetings, and document actions.
* Assist with root-cause analysis, suggesting logical solutions/workarounds.
* Manage and update Incident & Problem tickets to a high standard.
* Engage Support teams to restore services efficiently.
* Identify potential Major Incidents and escalate appropriately.
* Follow Problem Management processes during Post Incident Reviews.
* Produce reports with key metrics for Incident and Problem management.
* Proactively identify potential issues through trend analysis of open tickets.
* Contribute to security policies and processes as needed.
* Implement continual service improvement initiatives.
* Collaborate as part of a global Technology team.
Performance Objectives:
* Managing major incidents.
* Conducting post-incident reviews.
* Regular reporting on service health, performance, improvements, risks, and issues.
* Delivering against SLAs.
Essential Qualifications & Experience:
* Minimum 5 years in IT Service Management.
* Ability to prioritize issues and multitask effectively.
* Self-sufficient with minimal supervision.
* Strong communication skills.
* Ability to work in a fast-paced environment.
* Good understanding of Infrastructure and Application technologies.
* Proficient in report analysis.
* ITIL Foundation certification.
Desirable Qualifications:
* Bachelor's degree in computer science or related field.
* Experience with ServiceNow.
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