Full time – Permanent Position
Location: Glasgow (Hybrid)
Getronics is a global ICT integrator with a long history that extends over 135 years, across various locations in the UK, Europe, Asia Pacific and Latin America. Getronics are the founders and leading member of the Global Workspace Alliance with a unique model provides customer with consistent IT services. Our vision is to reimagine the digital future one customer at a time.
We have an exciting opportunity for a Major Incident & Problem Manager to join our team in Glasgow!
What we can give you:
working week, Monday to Friday with a service window of 7am to 6pm (rotational)
1. 1:4 rotation for out of hours cover 365 days per year
2. 25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidays
3. This is a hybrid role and the successful candidate must be based in or around Glasgow
4. Full training provided as part of robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available
5. Employee Referral Scheme
6. Flexible benefits package that aims to offer something for everyone
7. GetVibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics!
8. To give back to the community and in support of our global ESG programme, you’ll be given 1-day paid leave to participate in local volunteering projects
9. Company Pension Scheme, plus life assurance, and access to our free Digital GP App via Aviva
10. Private medical cover after 12 months service
11. Global Recognition Program – 40+ awards were made last year under our RecogniseMe scheme
Role Purpose:
24/7 x 365 service to ensure rapid response and service restoration for outages causing financial or reputational impact to clients. This role has direct client interaction and may involve occasional business travel. Your main responsibilities consist of:
12. The ability to identify errors causing incidents within clients IOT estates
13. Coordination of activities to determine root cause and deploy corrective actions to eliminate errors
14. Coordinate service restoration efforts and be accountable for all communications around a major outage
15. Chairing conference calls and using other modern communication tools to enable efficient information exchange
16. Ability to use modern ITOA toolset and an ITIL-based process approach
17. Excellent communication skills and with proven report writing skills for productivity gains and cost saving as incident volumes decrease
18. Can establish workarounds that minimise impact and document them in a knowledge base
What to expect:
Problem Manager:
19. You will be responsible for carrying out regular trend analysis to identify errors
20. Can manage a full life cycle of problem records
21. Ability to deliver double digit reductions to incident volumes for support accounts
22. Ability to assist with shift left opportunity identification
23. Manage and drive efforts to ensure no major incident recurrence
Major Incident Manager:
24. Can communicate and liaise with internal and 3rd Party technical resolver groups to define and drive investigation and resolution actions
25. Deliver stakeholder communications in line with agreed SLA’s
26. Maintain required touchpoints with other ITIL functions such as Change Management, Knowledge Manager etc.
27. Take full responsibility and author Major Incident Reports for internal and external distribution
What we expect from you:
28. A minimum of 2 years’ experience in a Major Incident or Problem Manager role
29. Customer support experience in a IT service support environment or similar
30. Ability to adhere to governance standards and processes
31. Ability to build strong interpersonal relationships and work as part of a team
32. A broad knowledge of IT Systems and Technology
33. Strong MS Skills, specifically Excel including Pivot Tables
34. A clear understanding of Service Level Agreements and their application
35. Time managed, can prioritise and multitask effectively.
36. Experience in the following will be beneficial to your application:
37. ITIL certification
38. IT or business degree
39. Experience with ServiceNow or another ITSM tool
40. Full UK driver’s license
What to do next:
As a business, we offer an Employee Referral Programme, if you have someone in your life you think would be a perfect fit then send them a link to the career’s webpage.
We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.