We are currently looking for an experienced Problem and Incident Manager with solid ITIL knowledge to contribute a breadth of experience to review all priority 1 incidents and manage post review of major problems. To track and analyse problems raised and ensure they are managed within the process life cycle to closure or being converted into known errors including supporting stakeholder engagement and managing communication to meet defined business objective

1. Investigate, analyse, and performs post review of priority 1 incidents in order to facilitate resolution of complex and interrelated business issues and problems, and to improve functionality and efficiency of IT and business solutions.

2. Chairs incident and problem review meetings to ensure decisions and actions are taken and followed up

3. Acts a Major Incident manager for Group Finance IT as needed to ensure that GFIT service delivery is consistent with business and user requirements, specifications and needs; facilitate liaison between user departments and providers such that all issues and resolutions are clearly communicated back to the business. .

4. Performs post review of major problems to ensure that the scale of issues are fully understood and that any associated trends are monitored and continually reviewed.…

5. Owns the known error database to ensure consistent information is maintained and reviewed. Also continually improving the known error process.

6. Supports Application Support Analysts with identifying change requests for problem resolution.

7. Monitors trends in Problems and Major Incidents to identify issues in performance, availability and capacity.

8. Ensures that incidents and problems are reviewed and managed to align with L&G’s commitment to Treating Customers Fairly (TCF) 

Qualifications:
ITIL foundation (desirable)

Knowledge:
Strong ITIL + IT Service Manager (Specifically with Problem and Incident Management)
Strong general all round IT knowledge – Applications, Software, Hardware,
Working knowledge of the Cloud and Cloud Platforms (AWS / Azure)
Service Now (desirable)
Understanding of SDLC

Experience:
Strong demonstrable experience working in Service Management environment
Experience of trend analysis and proactive problem management
Experience of working in large scale enterprise environment

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 27 days' holiday, an annual supplement for private medical insurance, performance related bonuses, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information please contact Reesa Berry, Resourcing Lead on reesa.berry@landg.com