MI / Problem Manager


  • Contact: Human Resources
  • Reference: 269372

Becoming a MI / Problem Manager with Capita IT Services in Glasgow

Part of the shared Service & Operations Team, within Capita Networking Solutions, accountable for the efficient and effective management of the Major Incident & Problem Management processes. In the event of a major incident you will take the lead role in managing the incident to resolution within the agreed service levels.

What you will do:

  • Accountable for the successful and timely restoration of all Major Incidents that are assigned to them, whilst keeping the business and customers updated.

  • Review and update the documentation for the current Major Incident and Problem Management processes within CNS to be in line with ITIL best practice.

  • Be accountable for Major Incident and Problem Management satisfaction according to contractual customer SLAs and internal KPIs, implementing corrective actions as required.

  • Co-ordinates and sets periodic requirements, objectives and targets for the Major Incident and Problem Management processes, and underpinning technical services in line with evolving business needs.

  • Management of Major Incidents and Problems to successful conclusion whilst delivering an excellent customer experience.

  • Establish and maintain timely communications with all Major Incident and Problem stakeholders to ensure they are kept informed of Major Incident, Problem and service improvement status.

  • Work closely with the Service Delivery Team to drive service improvement for our customers and conduct Major Incident and Problem Management reviews for customers where appropriate.

  • Continually look to evolve the Major Incident and Problem Management disciplines in line with recognized industry best practices, and educate the wider business on these processes, driving compliance by all.

Your experience will include:

  • Highly skilled in all aspects of Problem and Major Incident Management, with proven experience in both areas.

  • Experience in the Telecoms, Service Provider or IT industry, with a good understanding of Local Government, preferably from experience of working with or within this area.

  • Experience of large and complex service management contracts.

  • Excellent understanding of Service Management principles and Service Level metrics.

  • Proven track record of providing excellent customer service to SLA's and experience of managing key customer relationships within a service management type role.

  • Sound technical knowledge and understanding of IT / Network / Communications services including WAN / LAN, VoIP, Ethernet, ADSL / SDSL, Security, Mail Relays, DNS, internet filtering, MPLS networks, Cisco, SIP.

  • Shows the ability to delegate effectively to technical staff, whilst maintaining full management control.

  • ITIL qualification (Min V3) and experience of applying ITIL (IT Infrastructure Library framework)

About Capita IT Services

Capita Networking Solutions are part of our IT Services business, and we specialise on connecting businesses worldwide. We're the UK's leading network integrator and joining us you'll build, integrate and manage some of the most advanced networks and ISP services for our clients. We have an unparalleled track record in delivering and supporting complex connectivity requirements across Wide Area Networks (WAN), Local Area Networks (LAN) and Wireless technologies, and we excel at delivering voice network services, unified communications and collaboration services.

What's in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do.

As well as a generous basic salary, we also give you 23 day's holiday company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now. We understand you might have some questions before taking the step to apply - you can contact [recruiter contact details] for guidance.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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