IT Incident & Problem Manager

• Own and champion Incident and Problem Management disciplines for the Trust
• Identify the root cause of Incidents and Problems
• Provide information, advice and document on the best workaround available for the Incidents
• Progress "aged" Incidents until they are successfully resolved
• Undertake the following re-active responsibilities:oIdentifying Problems by analysing Incident dataoInvestigating Incidents, according to impact, through to resolution or error identificationoRaising RFCs to clear errorsoMonitoring progress on the resolution of Known ErrorsoAdvising Service Management staff on the best available Work-rounds for Incidents related to unresolved Problems/Known Errorso Assisting with the handling of Major Incidents and identifying the root causes.
• Interface with Change and Service Management
• Create, develop and maintain Knowledge Database
• Continually review problem policy, process and procedures
• Ensure compliance with all national and local standards protocols for IT Services, including hardware, software, documentation and service.
• Be aware of and comply with the need for strict confidentiality and security of all IT systems and personal records and to be aware of, and comply with, all relevant legislation
• Provision of regular reporting and performance metrics

• Develop and maintain IT Incident / Problem Management and Major Incident Management processes
• Co-ordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds, or resolution advice and closure
• To manage in-depth investigations into IT-related incidents / Problems in order to minimise or prevent breaks in service
• To conduct detailed analysis of data gathered via the Service Management Tool in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues
• Working as part of a team to investigate and identify root causes of issues

• Royal Victoria Infirmary (RVI)
• Freeman Hospital
• Newcastle Dental Hospital
• Cramlington Manor Walks
• Urgent treatment centres
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service

Essential

• Educated to at Degree level (or equivalent qualification / experience) in an IT related subject and experience in an IT support role
• ITIL Foundation Certification or equivalent qualification/ experience

Essential

• Demonstrable experience of managing Major and High Impacting Incidents
• In depth knowledge of Microsoft Operating Systems and products
• In depth technical knowledge and expertise of IT hardware, operating systems, end-user software and infrastructures
• Significant experience of supporting a complex networked environment
• In depth knowledge of on-line technical and support resources
• Experience of providing support to a large multi-site organisation
• Experience of Vendor management

Essential

• Excellent interpersonal and communication skills
• Ability to develop good working relationships with staff at all levels
• Excellent decision-making ability
• Ability to work unsupervised
• Excellent documentation writing skills
• Excellent troubleshooting and analytical skills
• Supervisory skills
• A good, professional telephone manner
• A logical approach to problem solving and a flexible approach to work
• Maintain a customer-focused service at all times
• Alignment to Trust Values and Core Behaviours