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Incident Problem Manager
ASC (Auxilion Service Center) in Sheffield
The ASC (Auxilion Service Center) in Sheffield provides 24x7 Infrastructure and Service Desk support to our Customers.
The team is the focal point for many of our customer’s infrastructure and deals with Issues that are critical to their Business. The Problem and Incident Manager will work with the technical teams to identify problem issues, raise appropriate problem cases and manage those cases through to conclusion. They will also be the lead for all Incidents, including Major incidents and Security Incidents that occur during business hours as well as the owner for all Procedure, Process and Policy documentation relating to Incident & Problems.
Job Description
The responsibilities outlined in this job description are intended to provide an overview of the role and are not an exhaustive list of duties. The Company reserves the right to amend, add to, or remove responsibilities as required to meet evolving business needs and operational requirements.
This role involves the following:
- The successful candidate will take ownership of the Incident and Problem Management process, ensuring that Incident and Problem records are effectively logged, prioritised, and managed through to resolution using the ServiceNow ITSM tool. This includes driving root cause analysis, identifying trends, and implementing preventative measures to reduce repeat incidents and improve overall service stability.
- The role will play a key part in strengthening and maturing processes to ensure that Major Incidents are managed to a successful conclusion. This will involve coordinating stakeholders across technical and business teams, facilitating clear communication during high-impact incidents, and ensuring that comprehensive Root Cause Analysis (RCA) documentation is produced, reviewed, and actioned in a timely manner.
- In addition, the individual will proactively collaborate with Team Leads and engineers to ensure aged incidents and problem records are managed effectively and ensuring that progress is maintained. You will work closely with support teams to drive accountability and timely resolution, escalating where required.
- The role will also support the wider Incident Management function, assisting in the coordination and management of minor incidents and escalations. This includes helping to prioritise workload, ensuring adherence to SLAs, and providing guidance to teams to ensure consistent, high-quality incident handling across the organisation.
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Experience Required
- Prior experience in a 24 x 7 Network Operations Center / Service Desk Environment
- Experience of Problem Management.
- Experience of Major Incident Management.
- Experience with face-to-face and remote customer liaison.
- Experienced with ITIL support services disciplines.
- Strong understanding of ITIL processes. An ITIL certification is required. ITIL v5 would be preferred.
- Experience of Problem Management, analyzing incident trends, raising problem records, and working with technical teams to resolve.
- Experience of Major Incident Management with the ability to work under pressure, engage with technical teams and manage Customer experience.
- Excellent communication, teamwork and interpersonal skills.
- Ability to create processes for other team members.
- Qualities: Integrity, attention to detail, timeline sensitive, goal oriented, motivated.
- Good problem-solving skills.
- Experience with ServiceNow or similar IT Service Management Tool. (ServiceNow experience strongly preferred)
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Skills & Competencies
Whilst not a primarily technical role, an understanding of the below competencies, will advantageous:
- Messaging – Exchange
- Microsoft Office 365
- Virtualization
- Backup & Archiving
- SAN storage
- Core Infrastructure – Active Directory/Windows
- Cloud computing
- SQL
- Networking
About Us
Work matters. It’s where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey.
Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
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