Incident and Problem Manager
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Overview
Technology
Full Time
Closes 20/01/21
Stoke-on-Trent
Full Time
Closes 20/01/21
Who we are looking for
An Incident and Problem Manager who will be responsible for delivery the Major Incident Management and Problem processes effectively across our infrastructure and products.

Major incident works to respond to unplanned events or service interruptions and restores the service to its operational state. Problem management works proactively to prevent incidents from happening and minimises the impact of incidents that cannot be prevented.

You will be responsible for the practical execution of both processes in a fast paced and delivery focused environment.

You will take ownership of major incidents, acting as a point of escalation, managing communication between resolver teams, Senior Management and business stakeholders through to resolution.

You will be expected to lead formal problem solving reviews for more complex high priority problems, whilst also tracking overall PBI/PKE progress to ensure KPI targets and quality expectations are met. A key aspect of this role is to provide coaching and support to the departments Problem Coordinators, whilst encouraging proactive problem management practices and driving continual service improvements.
Preferred skills and experience
Demonstrate a tenacious attitude with strong leadership qualities.
Excellent analytical skills and strong attention to detail, with the ability to quickly identify patterns and trends.
Works well under pressure and can adapt to changing priorities. Remaining resilient in challenging and high pressure situations.
Understands the wider IT platform and able to prioritise problems to deliver the most benefit to the business. Ability to breakdown complex technical topics into relatable business terms.
Strong relationship management, ability to lead cross functionally and influence at all levels.
Excellent verbal and written communication skills, communicating effectively with all levels of the organisation.
Keeps up to date with Incident and Problem Management principles, processes and evolution.
Can demonstrate a good understanding of Root Cause Analysis Methodology and provide an innovative approach to solving unique problems. Ability to deploy different RCA techniques.
Firm understanding of the ITIL framework with ITIL v2, v3 or 4 Foundation Certificate in IT Service Management.
Major Incident and Problem Management experience.
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Main Responsibilities
Acting as a point of escalation for Major Incidents, managing communication between resolver teams, senior management and business stakeholders.
Coordinating and prioritising activities of resolver groups for complex Major Incident investigations.
Ensuring Incident analysis data is of high quality to prepare for Problem analysis.
Delivering Major Incident data as required by the business and regulators.
Managing the overall Problem Investigation (PBI) and Known Error (PKE) work queue, taking accountability for data quality and adherence to the process.
Liaising with Problem Coordinators to ensure swift resolution of PBIs and PKEs (aligned to KPI targets).
Pulling together problem solving groups, coordinates and facilitates discussions efficiently with relative parties to reach timely and effective solutions.
Keeping support teams up to date with key problems and known errors to ensure swift resolution to incidents with minimum impact.
Encouraging a proactive problem analysis culture across all teams, integrating trends, data and information into plans and recommendations.
Escalating any infrastructure risks or issues identified to the relevant management teams.
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Want to become part of the team?
The benefits of working with us
Employee Assistance Programme
Supporting the wellbeing of you and your family.
Bonus Schemes
Recognition for your performance and hard work.
Company Pension
Preparing you for later life with a top pension.
Income Protection
Your income is protected, just in case.
Life Assurance
Peace of mind for your family in any eventuality.
Life Event Gifts
Your big occasions deserve to be celebrated.
Stoke-on-Trent
We were founded here in 2000 out of a portacabin, and now have bespoke global corporate headquarters in the city.
Our location
  • Historically, the area found its fortune creating world renowned pottery.
  • We benefit from great transport links due to our central location.
  • The bet365 Stadium is home to Stoke City football club.
  • Alton Towers, World of Wedgwood and the Trentham Monkey Forest are just some of nearby attractions.
What we get up to
As well as being our corporate headquarters, our Stoke office is home to our industry leading technology provider, Hillside (Technology) Ltd, and also support services roles to our gambling operations. The opportunities are endless, with roles in Technology, Media and Customer Support departments all under one roof.

Many of our teams operate 24 hours a day, so it is a hub of activity at all times.
Some location benefits
On-Site Restaurant
Tea and Coffee Service
Great Commuter Links
Company Leisure Facility
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Postal applications for UK based roles only should be addressed to:

Human Resources Department,
Hillside (Shared Services 2018) Limited,
bet365 House
Media Way
Stoke-on-Trent
England
ST1 5SZ

For postal applications for roles based outside the UK please call +44 1782 684938 for the relevant contact details.

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