Incident & Problem Manager

Job Type:
IT & Technical
Salary Description:
Job Ref:
19348 are currently recruiting for a Incident & Problem Manager for a leading gambling operator based remotely in the UK.

• Manage multiple workstreams, identify/validate/justify reported Major incident information and manage MIM workload by pushing back where necessary
• Key Stakeholder management and compilation Incident/Service specific Stakeholders/SME’s (IT Operational, Customer & 3rd Party)
• Collaboration/Direction of Key Stakeholders to minimise Incident Impact and Restore Service within SLA timescales
• Providing management of all high severity incidents (Severity 1 and 2)
• Form other teams where necessary to ensure resolution of incident within SLA
• Act as a key interface with the Director and the rest of the Technicians
• Hold Management bridges via conference call to ensure accurate and up to date information is available to the Senior Management Team and/or customer
• Escalation and notification to appropriate management teams
• Co-ordinate resolution between lines of service
• Monitor application ( offshore team) and all its functions and Analyse events & Triage
• Conduct continuous process improvement for the Incident Management Life Cycle and Incident Post-mortem process
• Assist with defining Production Support procedures and processes based on agreed work-around
• Collaborate with IT and Business Incident Managers to share knowledge of people, process, post-mortem follow ups, workarounds, and technology
• Identify and evaluate for each application potential issues that may need remediation and create a plan of action to work with the business and IT to remediate
• Maintain business level knowledge of what are the key applications for each business area
• Establish relationships within the firm being able to fully support any critical incident as required during high-profile events within the firm
• Create daily/weekly/monthly MI reporting as required to establish that all required SLA's are being meet for internal and external clients
• Review activity of all events related activities and provide on-going communication and feedback to senior management
• Oversee and support senior business and IT managers in meeting established SLA's required to meet regulation standards
• Provide inputs to the Problem Management process to prevent repeat incidents and to minimize the impact to of incidents that cannot be prevented
• Assist with delivery of consistent Service Delivery reporting
• Provide data, input and commentary for reports relating to Incident Management

• Solid operational, helpdesk or support background involving level one and level two analysis and resolution of problems
• Proficient knowledge of, and/or heavy exposure to, several different technical disciplines such as UNIX, Windows, Linux/Storage, networks, mainframe, WEB, or database
• 2+ years of business experience, preferably on the Incident Manager position / Co-Ordinator position in IT Services sector. Igaming Experience a definitive PLUS.
• Readiness for 24/7 working time system
• A basic knowledge of IT hosting environments
• Must have prior IT support experience

Contact Details:
Tel: +44 (0) 7495014109
Contact: Stuart

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