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IT Incident/Problem Manager

Job Title: IT Incident/Problem Manager
Contract Type: Permanent
Location: Solihull
Salary: 29000 - 35000
REF: srbp0084
Contact Name: Nichola Jude
Contact Email:
Job Published: about 3 years ago

Job Description

Incident Problem Manager based in Solihull paying upto £35k, you will report into the Problem Management Team Leader. A key part of the role is to identify, record and manage Problem Records and tasks to ensure the problem management function is fulfilled.


The role involves: reactive problem analysis; taking ownership and coordination of actions of those problems; proactive and reactive trend analysis, risk analysis and driving improvement plans to reduce incident volumes. To be considered, you must be a self starter, an inquisitive soul, a real problem solver who relishes a challenge.


  • Preparation of incident trend reports with initial analysis of the output of such reports
  • Monitoring of problem records to ensure updates are provided within agreed timescales and that progress is being made toward resolution
  • Communicate on problem resolution progress
  • Review of high severity incidents to ensure the correct relationships to Problem Records are maintained
  • Provide input to the development of the Problem Management Process
  • Creation of procedural documentation and work instructions
  • Reporting and initial analysis of report results
  • Incorporate business benefits of problem management and implementation of problem resolution
  • Communicate with end customers and stakeholders for information gathering for Problem Management
  • Supports the Problem Management Team Leader to deliver effective and efficient problem management
  • Understands contractual deliverables for Problem Management and delivers consistently against these


What we are looking for in our candidate


  • ITIL Foundation qualification
  • Previous experience of Problem Management
  • Excellent working knowledge of service management processes
  • Experience working in a large corporate environment with experience of outsourced services
  • Exceptional communicator, a sound influencer with the ability to communicate at all organisational levels and quickly build relationships
  • Good customer service skills, and able to proactively manage customer expectations
  • Organised, tenacious and analytical
  • Strong report writing skills
  • A team player but with the ability to work on own incentive and under pressure
  • Ability to manage and resolve conflict and able to work effectively at all levels of the organisation
  • Excellent knowledge and use of MS Office Suite (especially Word and Excel)
  •  Hold or be able to gain a UK Security Standard clearance
  • Experience of ITSM tools i.e. Service Now, BMC