IT Incident and Problem Manager page is loaded
IT Incident and Problem Manager
Apply locations Belfast time type Full time posted on Posted Yesterday job requisition id R4028
Role Overview:
Reporting to the IT Operations Team Lead, the Incident & Problem Manager will work as part of a team responsible for the operational execution of the TP ICAP Incident & Problem Management Policies, to ensure that TP ICAP remains fully accountable and in control of incident and problem management. Working with internal teams and external suppliers, you will co-ordinate all incident and problem management activities to proactively prevent problems from occurring, resolve existing problems, thus improving service quality and stability.
Role Responsibilities:
Problem Management
* Manage the problem record lifecycle in accordance with the TP ICAP Problem Management Policy. Ensure that respective Incidents / Problems / Changes are identified, recorded and tracked through to satisfactory resolution in line with agreed resolution plans.
* Facilitates and participates in Problem Management meetings, for example, RCA meetings following service impacting issues, outstanding Problem and Problem Tasks Reviews, inter-departmental Problem Status meetings, Platform Review meetings.
* Proactively leading investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives, (including People, Process and Technology elements).
* Proactively monitor problem management performance metrics and KPI’s, and run monthly reporting
Incident Management
* Provide ownership of major IT incidents and co-ordination of the incident resolution process and recovery activities.
* Facilitate the close liaison with the business and various internal IT teams, to effectively manage incidents and problems impacting the business.
* Ensure incidents are fully documented within the reporting system, providing a clear audit trail of activities and decisions via the Major Incident Report.
* Organise and run post incident reviews, logging actions to improve processes and information to reduce the risk and impact of future incidents.
* Proactively monitor incident management performance metrics and KPI’s, and run monthly reporting
Additional Responsibilities
* Complete any mandatory training by the required deadlines
* Act with integrity and due skill, care and diligence in carrying out your duties
* Escalate to the appropriate functional head any violation of any Company policy including, but not limited to, any violation of any policy contained in the Code of Conduct, Employee Handbook or any other stand-alone policy promulgated by the Compliance, Finance, or Human Resources Departments as well as any violation of federal, state or local laws.
* Other duties as may be required
Special Job Requirements:
* Occasional Bank holiday working requirement
Experience / Competences
Essential
* Problem & Incident Management experience within a complex global corporate environment, financial services experience preferred.
* Strong experience with ServiceNow, or similar ITSM tools, with a clear understanding of how tools should be used to support Problem Management process activities.
* Strong analytical and problem-solving skills, preferably evidenced by previous similar experience in a similar role.
* Strong communication skills, experience managing relationships with senior stakeholders.
Non-Essential
* Professional Qualifications: ITIL v3 or v4 foundation, or equivalent ITSM qualification.
* Experience of working with global colleagues and stakeholders and sensitivity to cultural differences, time zones etc.
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Not The Perfect Fit?
Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.
Company Statement
We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.
Location
UK - City Quays - Belfast
About Us
Connecting clients, communities and colleagues for sustainable growth
TP ICAP connects people, platforms, ideas, and insight across the world’s financial, energy and commodities markets. As a global leader in market infrastructure and data-led solutions, we enhance market access, increase efficiencies, and unlock possibilities.
Work with us
Joining TP ICAP puts you at the heart of markets that matter.
You’ll have the freedom to innovate and act on your initiative. We’ll train you and build your abilities in your specialist area, so that you can become an expert in your field. And all within a connected network that’s there to set you up for success.
More about us
TP ICAP Group is a collection of premium brands each with a distinct, client-focused offering. Underpinning and connecting these client-facing brands is the financial security, operational strength and know-how we have as a Group.
Connections are at the heart of what we do. We combine our people’s know-how with the latest technology to improve price discovery, trade execution and liquidity flow.
Connections create strength. Through them, we help our clients to manage risk, realise investment strategies and expand the scope for growth.
And connections act as a catalyst. Sparking richer solutions for our clients to break new ground, modernising markets for future performance, and creating dynamic careers for our people.
Our capacity to connect builds trust, supports communities and gives us the power to anticipate and respond to change, whatever direction the world takes. It’s what makes TP ICAP a mainstay in the global markets, now and in the future.
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