Problem and Incident Manager
- Windsor, Berkshire
- Permanent
- Full-time
Location: Fully remote (with rare travel to a UK hub if required for IT issues or training)
Contract: 6 months (initial)
Headcount: 1About the RoleWe're looking for an experienced IS Problem & Incident Analyst to join our team on a 6-month contract. This is a hands-on role where you'll play a critical part in minimising the business and customer impact of incidents and problems, ensuring swift restoration of services and driving long-term preventative solutions.This is a great opportunity for someone who thrives in high-pressure environments, has a structured approach to problem solving, and enjoys engaging with a wide range of stakeholders.Key Responsibilities
- Minimise impact of incidents and problems through effective decision making and escalation.
- Lead and coordinate response activities, facilitating technical discussions and building action plans to restore service quickly.
- Provide clear and consistent communication to stakeholders throughout the incident/problem lifecycle.
- Maintain accurate and auditable records in the ITSM tool (ServiceNow).
- Undertake root cause analysis, driving investigations and identifying preventative actions using recognised methodologies.
- Proactively identify and address potential issues by analysing alerts and incident trends.
- Participate in a 24x7 on-call rota to provide out-of-hours incident support.
- Strong background in incident and problem management within IT Service Management (ITSM) frameworks.
- Hands-on experience using ServiceNow as the primary ITSM tool.
- Proven ability to lead, coordinate and communicate effectively in high-pressure situations.
- Skilled in root cause analysis and structured problem-solving techniques.
- ITIL knowledge or certification is desirable.
- Flexible and proactive approach with strong stakeholder management skills.
- Comfortable taking a hands-on approach to managing and resolving incidents.
- Fully remote contract with rare travel to a UK hub if required.
- 6-month contract with the possibility of extension.
- Opportunity to work on critical IT service management activities with real business impact.
- A collaborative and supportive environment where you can apply your expertise to drive service excellence.