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Major Incident & Problem Manager - Coventry
Permanent- up to £55K basic + benefits
A multi-billion pound, British engineering company who specialises in aerospace equipment.
They employ over 11,000 people worldwide and boast in-excess of 70 years' experience in the aerospace & defence industry; with several growth industries planned in the future.
What do they need?
A Major Incident & Problem Manager to become a key member of the service operations function, with responsibility for providing a high standard of incident & problem management support across the IS function.
In this capacity, the person in this role will need to display leadership and assertiveness to ensure global conformance across all levels of support.
What will I be doing?
The Incident & Problem Manager will be responsible for ensuring that incidents, major incidents and problems are managed and controlled in a professional and consistent manner across all levels of IS
Providing SME knowledge and experience across incident management, major incident management and problem management
Acting as the primary point of contact for the management and control of global major incidents
Owning the incident and major incident process. Ensure that all documentation is fit for purpose, available to those involved with the process, is understood and actively followed
Own the problem management process. Ensure that all documentation is fit for purpose, available to those involved with the process, is understood and actively followed
Put in place controls to measure and report on the ongoing effectiveness of the incident, major incident and problem processes, including performance of resolver groups involved with incident eradication, root cause investigation and solution provision
What will I bring?
Proven experience in managing incidents and major incidents across large, complex global organisations
Managing and coordinating third party service providers during incident resolution and escalation.
ITIL v3 Foundation (minimum) or Practitioner (ideal) qualified
Strong knowledge of problem management, including the interrelation and integration points with incident management. Excellent communication skills (written and verbal)
Ability to converse with all levels of the organisation
Experience of using ServiceNow for incident and problem management, query formulation and reporting
Pension, 25 days holiday plus Bank Holidays, Share Schemes, Dental Plan, Income Protection and much more
£45,000 - £55,000
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