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Job Title: Problem and Incident Management Lead
Salary: Up to £40,000
Location: Birmingham (Hybrid 2-3 days in office per week)
Established in 2003, Focus Group is proud to be one of the UK's fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK.
The Problem and Incident Management Lead is responsible for overseeing the resolution of incidents and problems to minimise operational disruptions and improve service reliability. Acting as an extension of the Service Desk, this role ensures incidents are identified, documented, escalated, and resolved efficiently while also leading problem management initiatives to prevent future occurrences.
This position may require availability for on-call duty, shift work, or extended hours in case of major incidents.
You may also have to travel occasionally to our Shoreham-by-Sea office (circa once a month).
Principal Responsibilities/Duties
Incident Management
* Own, manage, and evolve the Major Incident process to meet business and customer requirements
* Act as the primary point of contact for all Major Incidents within the Service Desk for customers and internal stakeholders
* Lead and coordinate Major Incident response, ensuring timely updates and resolution
* Ensure smooth handover of Major Incidents between shift changes
* Maintain clear and timely communication with stakeholders, including support teams, service management, and senior leadership
* Ensure incidents are logged, categorised, and prioritised based on business impact
* Conduct root cause analysis, document lessons learned, and drive long-term remediation efforts ensuring they are tracked and resolved
* Develop and maintain incident response procedures and escalation protocols
* Organise and lead post-incident reviews to assess effectiveness and identify improvement areas
* Improve incident management processes by implementing best practices and automation
* Generate reports and metrics related to incidents and performance to track trends and service improvement
Problem Management
* Develop and manage the problem management process, including problem detection, categorisation, investigation, and resolution
* Work closely with third-line support teams to identify root causes and implement workarounds or permanent fixes
* Embed Problem Management across third-party providers to ensure thorough root cause documentation and future prevention measures
* Adopt Change Management practices to record and implement fixes while maintaining an audit trail
* Identify, own, and drive opportunities for automation to improve problem management processes and efficiency, including automation for technical resolution of incidents
* Monitor the lifecycle of all incidents and ensure preventive actions are in place to reduce recurrence
* Attend post-incident reviews for high-priority issues and create Reason for Outage (RFO) reports
* Establish dashboards to provide visibility into problem trends and resolution performance
* Conduct regular Problem Management reviews to drive continuous improvement and awareness
* Communicate complex technical findings to senior stakeholders in an understandable manner
KPIs
* Prevent persistent incidents, escalations, and errors
* Minimise business impact of incidents to our customers
* Reduce case numbers through effective problem management
* Improve CSAT scores from root cause corrections
* Enhance incident management versus product and supplier limitations
Requirements
* Previous experience working within an MSP environment
* ITIL Certification (preferred)
* Experience in Incident and Problem Management roles
* Strong understanding of ITSM processes and their relationship with incident, event, knowledge, and change management
* Broad technical understanding of IT infrastructure, including Cloud, Networking, Voice, and connectivity technologies
* Critical-thinking and root-cause-analysis skills
* Ability to multitask effectively and manage multiple high-priority incidents or problems simultaneously
* Strong risk assessment skills and ability to evaluate mitigation plans
* Proficiency in tools such as ServiceNow and Excel for reporting and data analysis
* Excellent written and verbal communication skills, capable of engaging stakeholders at all levels
* Strong analytical and data monitoring skills to track trends and assess service impact
* Proven ability to work independently while fostering cross-team collaboration
* Sufficient technical background to understand system architectures, relationship mapping, and problem impact
Benefits
At Focus Group, you can be proud of what you do, how you do it, and feel part of a collaborative, inclusive, and rewarding environment. We work hard to create a culture where you are inspired to achieve great things and make a difference. We are proud to be recognized as one of the UK's best 100 Companies to Work For 2021 and a BVCA 2023 Vision Award Winner for our commitment to culture and ESG.
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