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IT Incident and Problem Manager, Belfast
Client: TP ICAP
Location: Belfast, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: d079383fc3c8
Job Views: 9
Posted: 13.08.2025
Expiry Date: 27.09.2025
Job Description:
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 coordinate 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.
* Facilitate and participate in Problem Management meetings, such as RCA meetings following service-impacting issues, Problem and Problem Tasks Reviews, inter-departmental Problem Status meetings, Platform Review meetings.
* Lead investigations to identify root causes of Problems, mitigate actions, and implement service improvement initiatives (including People, Process, and Technology elements).
* Monitor problem management performance metrics and KPIs, and generate monthly reports.
Incident Management
* Own major IT incidents and coordinate the incident resolution process and recovery activities.
* Coordinate with the business and internal IT teams to manage incidents and problems impacting the business.
* Ensure incidents are documented within the reporting system, with a clear audit trail via the Major Incident Report.
* Organize and run post-incident reviews, logging actions to improve processes and reduce future risks.
* Monitor incident management performance metrics and KPIs, and generate monthly reports.
Additional Responsibilities
* Complete mandatory training by deadlines.
* Act with integrity, skill, care, and diligence in duties.
* Escalate violations of company policies or laws to the appropriate head.
* Perform other duties as required.
Special Job Requirements
* Occasional bank holiday working.
Experience / Competences
Essential
* Experience in Problem & Incident Management within a complex global corporate environment; financial services experience preferred.
* Strong experience with ServiceNow or similar ITSM tools supporting Problem Management processes.
* Strong analytical and problem-solving skills, with prior relevant experience.
* Excellent communication skills and experience managing relationships with senior stakeholders.
Non-Essential
* Professional Qualifications: ITIL v3 or v4 foundation, or equivalent ITSM qualification.
* Experience working with global colleagues and stakeholders, with sensitivity to cultural differences and time zones.
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