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ICT Incident and Problem Manager

Please Note: The application deadline for this job has now passed.

Job Introduction

Job Title:  ICT Incident and Problem Manager

Salary Banding:  £42,000 - £53,000

Job Location:  Birchwood, Warrington

Contact Duration:  Permanent

Hours (weekly):  35 per week working Monday to Friday between 8am and 5pm

 

Are you looking for a role that allows the autonomy to lead as the subject matter expert within Incident and Problem management?

There’s a lot of great things happening at Your Housing Group making it a good time to join the business and get involved. We are currently implementing significant investment into Digital and Organisational transformation and our ICT Team is growing and evolving significantly.

To aid the growth and maturity of the ICT Team, we have a fantastic opportunity for an experienced Incident and Problem Manager.

You will be joining our fast-paced ICT function and will be responsible for ensuring standardised methods and procedures are used for efficient and prompt management of all incidents to restore normal operations quickly.

As the Incident and Problem Manager, you will work closely with the Change Manager, Service Desk and Applications teams to develop and embed proactive and reactive systems of root cause analysis and resolution.

Your objective will be to create technical stability and significantly reduce the volume of recurring incidents affecting our infrastructure and business systems.  

You will be responsible for owning the Problem Management process end to end, ensuring strong communications are established with the Business to increase confidence and assurance from our business stakeholders.

If you have a majority of the following experience, we would really like to hear from you:

  • Had end to end responsibility of Incident, Request, Major and Problem Management processes
  • Worked with ICT teams and third-party vendors to ensure all Problem Records are progressed to closure, including root cause, mitigating actions and process
  • Imbedded Incident and Problem Management (both reactive and proactive) related ITIL principles within the team
  • Provided direction, co-ordination of tasks and a Communication Plan for Major Incidents, retaining ownership and responsibility
  • Increased service availability through proactive analysis techniques, ensuring collaborative working across all teams to embed a proactive ethos as a standard
  • Had overall accountability for the ICT support knowledge base
  • Produced and acted upon management information, including SLA performance KPIs and reports to continually improve service quality
  • Previous ownership/development of the Problem Management process
  • Excellent communication skills at all levels and a key team player
  • Excellent attention to detail whist working under pressure to meet deadlines

We offer some great benefits, with up to 25 days annual leave (increasing with length of service), a Cash Health Care Plan, Pension Scheme and discounts e.g. gym membership and cinema tickets.

In addition to the above you will embrace the culture of continuous improvement to support Value for Money throughout the organisation and have a passion for doing things right first time.

Your Housing Group is a new generation of housing provider, working efficiently and effectively to build as many quality houses as possible, thereby playing its part in solving the national housing crisis. With over 28,000 homes, the business has a large portfolio of retirement living developments and an innovative private rental offer in Nuvu.

Prior to completing your application, please review the attached Role Profile to better understand the role and key responsibilities.   

Closing date:  9th December 2019                      

Should we receive a high number of applications, we may close this vacancy earlier than the date indicated above.

Your Housing Group values diversity and encourages applications from all communities. Your Housing Group operates a Guaranteed Interview Scheme for tenants or anyone who resides in a Your Housing Group property.  It also operates the scheme for any applicants who declare they have a disability. Those applicants who meet the minimum requirements for the role as set out in the role profile will be guaranteed an interview.  Some roles may be subject to probity checks which will override the scheme where a potential conflict of interest or a probity matter has been identified. YHG1

Your Housing Group

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