Problem and Incident Lead - Chelmsford

I3 Resourcing Limited
£35k - £40k pa + benefits
09 Aug 2017
14 Aug 2017
Problem and Incident Lead - up to £40,000 basic on call allowance fantastic benefits, Chelmsford, Lloyd's Market Problem and Incident / ITIL v3 / Leadership / Risk / Cyber/Security / Change Management My client is a fast growing, modern and highly prestigious London Market Insurer (Lloyds Managing Agent, London Market Syndicate). We are looking for a strong personable individual with the ability to work under pressure and maintain focus in challenging circumstances. Alongside excellent organisation, communication, time management and prioritisation skills you will also need a keen eye for detail in order to capture, maintain and review key knowledge during fast paced incident investigations. It is crucial that there is an awareness of incident & problem management processes. We also require ITIL v3 foundation, ITIL service operation and ITIL operational support & analysis certificates. The role includes responsibility for: - Identifying and escalating major incidents up the IT service management & operations chain to ensure the major incident process is employed as and when required - Running incident review sessions for high priority incidents where the root cause is unknown - Maintaining the policy and process documentation for incident management processes - Ensuring that all major incidents are being progressed & resolved against the defined SLAs - Ensuring all problem investigations and known errors and managed effectively through the problem management lifecycle and recorded accurately in the service management toolset - Detecting and reducing reoccurring incidents through trend analysis - Ensuring that all high priority incidents are related to a problem or known error record - Oversee accurate and timely information to end users - Work alongside outsourced suppliers - Identifying and reporting incidents that require risk items to be raised against them Problem and Incident / ITIL v3 / Leadership / Risk / Cyber/Security / Change Management