Problem and Incident Manager

Nottingham, UK
15 Aug 2019
23 Aug 2019
Contract Type
Full Time



Pontoon has an exciting opportunity for a Problem and Incident Manager to join our Information Services Client based in Nottingham on an initial 3 month contract with a view to be extended. My client is a leading global information services company, providing data and analytical tools to consumers and businesses around the world. They help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making.

Day to Day Responsibilities:
  • Responsible for ensuring that the data within Service Now is complete and accurate and that it is in a fit state to be used for business-led and process compliance problem reporting.
  • Take ownership and responsibility for the Problem and Incident Management process under the direction of the Problem and Incident Management lead, ensuring continual service improvement can be tracked and reported against to show the benefits derived from Problem Management capabilities
  • Ensure timely and appropriate communication with involved parties
  • Manage Problem Records through to resolution, including root cause analysis.
  • Produce monthly MI and reporting to key stakeholders globally.
  • Escalate issues to Team Manager where required to ensure that client expectations are met.
  • Provide timely updates to Problem Records, therefore allowing clients to be fully appraised of PM investigations.
  • Adhere to all regulatory requirements within role responsibility and escalate issues quickly.
  • Pro-actively identify risks and make recommendation to mitigate these.
  • Understand and adhere to specific regulatory obligations and company policies and procedures.
  • Work closely with internal teams to ensure that all child Problem Records, including root cause, mitigating actions and process
  • improvements are tracked and that teams are provided with support where possible.

What I'm looking for:
  • Strong knowledge of data modelling in order to ensure the right data is being captured in the right way.
  • Good knowledge of standard reporting tools and techniques, and a working knowledge of IT ServiceNow.
  • Significant experience in a problem management role in large scale service integration or the service delivery environments involving primarily outsourced service providers.
  • Experience of working in a complex, fast-paced organisation
  • Excellent communication skills, both verbally and in writing, with an ability to clearly explain problems to both a technical and
  • non-technical audience.
  • Self-starter with an ability to plan and prioritise workload and demands to meet deadlines.
  • Attention to detail and analytical mind required.
  • Takes personal ownership to deliver excellent customer service to both internal and external customers.
  • Knowledge of Risk Management.

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

Pontoon is an employment consultancy and operates as an equal opportunity's employer

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