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Job Title: Major Incident & Problem Manager
Reporting to: MIM & Root Cause Lead
Location: Bridgend, Wales
Position Type: Permanent
Overview
TKHCC is one of the world’s leading Specialty Insurers. With a solid balance sheet and deep expertise in its chosen lines of business, it evaluates and manages risk like no other in the industry. Empowering people and delivering on commitments are at the core of its customer values.
Key Responsibilities
* Manage high priority incidents up to and including resolution.
* Assess business impact and urgency and declare Major Incident as per guidelines.
* Accurately document the recovery process of all Major Incidents.
* Communicate updates about Major Incidents to stakeholders.
* Be involved with the Incident Review phase, planning meetings and documenting actions.
* Assist with root‑cause analysis, suggesting logical solutions/workarounds.
* Manage and update Incident & problem tickets to a high standard.
* Engage Support teams to help restore services as quickly and efficiently as possible.
* Identify potential Major Incidents and escalate when appropriate.
* Follow Problem Management process as part of the Post Incident Review phase.
* Produce reports that provide key metrics for Incident and Problem management.
* Assist with the proactive identification of potential issues, via trend analysis of open tickets.
* Provide input to security policies and processes when required.
* Proactively identify and implement continual service improvement initiatives.
* Work as part of one Technology team, with colleagues around the globe.
Performance Objectives
* Managing major incidents
* Conducting post‑incident reviews
* Regular reporting of
o service health and performance
o continuous improvements
o risks and issues
* Successful delivery against SLAs
Essential Skills & Experience
* A minimum of 5 years of experience in IT Service Management.
* Capable of prioritizing issues and multi‑tasking to a high level.
* Confident in carrying out all role requirements with minimal supervision.
* Strong written and oral communication skills.
* Ability to multitask and work effectively in a fast‑paced, dynamic environment.
* A good general understanding of Infrastructure and Application technologies.
* Able to generate and carry out analysis of reports to a high standard.
* ITIL Foundation certified.
Desirable
* Bachelor degree in computer science or a similar field.
* Strong experience of ServiceNow.
What We Offer
The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals.
The Tokio Marine HCC Group of Companies is an equal opportunity employer. Please visit www.tmhcc.com for more information about our companies.
Seniority Level
* Mid‑Senior level
Employment Type
* Full‑time
Job Function
* Information Technology
* Insurance
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