DV Cleared Problem/Incident manager

19 Jun 2017
17 Jul 2017
Aaron Wallace
Clearance Level
Job Type
Problem/Incident Manager , responsible for ensuring the prioritisation and escalation of live issues into the Design team. As well as ensuring the solutions are monitored and reported on from start to finish.

Responsible for reviewing problem management and incident trends and proactively taking actions to identify problems and remove errors for the Live system. Provides a single point of contact for problems which arise from the Live system requiring design intervention. Responsible for ownership and coordination of actions of those Live Design problems to analyse for root cause, identify Known Error and coordinating actions to remove the error. Raise Change requests into the Design Team and work with the Design Technical Co-ord and Design Manager to ensure the change is prioritised correctly and sufficient resources are allocated.

Additional Information:

* The Intermediaries legislation applies to this assignment (Inside IR35)

Essential skills and experience:

* A Bachelor's Degree in Engineering, Computer Science or Information Systems
* ITIL Certified to Service Management Practitioner Level
* Demonstrable customer management / service experience
* 3 Yrs + Experience of working within a busy first level service desk environment in a problem manager role
* Must have excellent communication skills (written, verbal and presentational), showing tact, effective listening skills and present and defend points of view to a variety of audiences
* Proven track record of working and delivering multiple IT front-end and back-end solutions, development and release management strategies and change management
* Good organisational skills plus the ability to motivate people across the organisation to provides solutions
* Candidate must be a team player and be able to follow processes and procedures, with an ability to analyse large amounts of data
* Sound technical knowledge from a service desk perspective
* Decision maker with an operational outlook
* Defence or Public Sector experience

Nice-to-have skills and experience:

* A recognised Project Management Qualification
* Experience in Agile Methods with supporting qualification
* Experience of working in a Dev Ops environment
* Experience of working with a technical engineering design team
* Self-disciplined, self-starter, professional who can successfully bring problems to closure from a technical point of view with minimum direction, guidance and oversight
* Ability to handle a complex delivery landscape - multiple suppliers, multiple stakeholders
* Experience in providing engineering leadership of multi-disciplinary teams in large public or private sector organisations

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 18 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.

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