Major Incident and Problem Manager
Madrid
Permanent
€50,000 - €55,000 p/a
The Background We are partnered with a world class IT services provider based in Spain but with a global presence. They are looking for an experienced Major Incident & Problem Manager to join their growing Corporate IT department and play a pivotal role in coordinating response to Major Incidents and managing the lifecycle of problems from initiation through to restoration. The client offers an excellent benefits package that includes health insurance, professional development budget and corporate pension contribution amongst other things. Please note that due to working with clients globally, this role does require someone to be a fluent communicator in both Spanish and English.
You… Previous experience in a similar role within Major Incidents or Problem Management, preferably working within a large, multi-client organisation operating globally. Ability to manage major incidents and problem investigations, analyse situations, influence others, champion best practice and collaborate effectively with internal and external stakeholders. In-depth understanding of ITIL Service Management processes and best practices; ITIL Foundation certification would be highly advantageous. The role As Major Incident & Problem Manager you will be responsible for managing the major incident and problem management processes including related reporting, governance, training and continual improvement activities. When a major incident occurs, you will collaborate with a variety of teams and third parties to ensure service is restored efficiently and within the SLA before completing post-major incident activities including producing reports and identifying lessons learnt. You will proactively identify potential problems through trend analysis and monitoring system performance as well as coordinating root cause analysis and post-problem resolution activities for all problems raised following major incidents. You'll build strong working relationships with other teams and clients to ensure a collaborative approach to service restoration and root cause analysis, thereby reducing the impact of incidents and the risk of reoccurrence by enhancing the stability of their systems and environments.
If you are interested to find out more, please apply for the role with an up to date copy of your CV. If you have any questions that you would like to discuss first, please call Adam on +44 7425 559 243.
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