Global Incident

3 days ago

Belfast, Ireland beBeeProblem Full time €45,000 - €55,000
Incident & Problem Manager Position

Excellent opportunity for an experienced Incident & Problem Manager to join a global IT organization working within a collaborative function.

The Role and Responsibilities

This key position is accountable for incident and problem management, reporting to the IT Operations Team Lead.

Key responsibilities include overseeing the full lifecycle of problem records, ensuring incidents, problems, and changes are logged, monitored, and resolved in line with agreed plans.

  • Problem Management:
    • Oversee problem records from start to finish, ensuring timely resolution and closure.
    • Lead and participate in RCA meetings and other forums, reviewing outstanding problems and driving closure.
    • Take a proactive approach to investigating root causes and implementing preventative measures across people, processes, and technology.
    • Track performance metrics and KPIs, producing regular reports to highlight progress and areas for improvement.
  • Incident Management:
    • Take ownership of major IT incidents, coordinating resolution and recovery activities with speed and precision.
    • Act as the central point of communication between IT teams and the business, ensuring clear updates and effective resolution strategies.
    • Ensure all incidents are comprehensively documented, providing accurate audit trails and post-incident reports.
    • Facilitate post-incident reviews, logging actions and driving improvements to reduce future risks.
    • Monitor incident management performance, producing regular reporting for stakeholders.
Additional Responsibilities

Complete mandatory training and uphold high standards of integrity, diligence, and care in daily duties.

Escalate any breaches of policy or regulations to relevant leaders as required.

Carry out additional responsibilities as necessary, including occasional bank holiday work.

 

Required Skills and Qualifications

  • Strong background in Incident & Problem Management within a complex, global organization (financial services experience advantageous).
  • Hands-on experience with Service Now or similar ITSM tools, with a clear understanding of best practice processes.
  • Excellent analytical and problem-solving skills, with a proven track record of resolving complex issues.
  • Strong communication and stakeholder management skills, with experience engaging at senior levels.
  • Desirable: ITIL v3 or v4 Foundation certification (or equivalent ITSM qualification).
  • Experience working with international colleagues, with awareness of cultural and time zone differences.

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