Incident and Problem Manager

Incident and Problem Manager - Contract - Outside IR35 - ITIL - Vendor Management

My client, an international retailer, are looking for an Incident and Problem Manager to join them on an initial 3 Month contract. The ideal candidate will have the following experience:

Responsibilities:

• Incident Management: Take ownership of incident management within the Enterprise platform team. Act as the central point of contact for incident reporting, escalation, and resolution. Collaborate with the SI partner to ensure timely incident response, effective communication, and adherence to service level agreements (SLAs).
• Problem Management: Accountable for problem management activities within the platform. Collaborate with the SI partner to investigate and analyse problem trends, identify root causes, and develop corrective and preventative actions. Drive long-term solutions to prevent the recurrence of problems.
• Incident and Problem Analysis: Analyse incident and problem data to identify patterns, trends, and areas for improvement. Collaborate with stakeholders to develop and implement strategies to reduce the impact and frequency of incidents and problems.
• SI Partner Collaboration: Foster a productive working relationship with the SI partner to ensure effective incident and problem resolution. Collaborate closely to communicate incidents, coordinate troubleshooting efforts, and identify opportunities for process improvement.
• Incident and Problem Documentation: Maintain comprehensive documentation of incidents, problems, and their resolutions. Ensure accurate and up-to-date records of incident reports, root cause analyses, workarounds, and permanent fixes.
• Incident and Problem Reporting: Generate incident and problem reports, including key metrics, trends, and analysis. Communicate insights and recommendations to stakeholders, management, and the SI partner to drive improvements in incident and problem management processes.

Skills and Eperience:

• 6 Years+ IT Service / Supplier Management experience with recent experience in a large international organisation dealing with Global scale suppliers.
• Proven experience in incident and problem management within a platform environment.
• Familiarity with IT service management (ITSM) processes and incident management frameworks.
• Excellent analytical and problem-solving skills, with the ability to think critically and make sound decisions under pressure.
• Effective communication and interpersonal skills, with the ability to collaborate with internal teams, suppliers, and support teams.

Incident and Problem Manager - Contract - Outside IR35 - ITIL - Vendor Management