IT Incident and Problem Manager

Role Overview: Reporting to the IT Operations Team Lead, the Incident & Problem Manager will work as part of a team responsible for the operational execution of the TP ICAP Incident & Problem Management Policies, to ensure that TP ICAP remains fully accountable and in control of incident and problem management. Working with internal teams and external suppliers, you will co-ordinate all incident and problem management activities to proactively prevent problems from occurring, resolve existing problems, thus improving service quality and stability. Role Responsibilities:Problem Management

• Manage the problem record lifecycle in accordance with the TP ICAP Problem Management Policy. Ensure that respective Incidents / Problems / Changes are identified, recorded and tracked through to satisfactory resolution in line with agreed resolution plans.
• Facilitates and participates in Problem Management meetings, for example, RCA meetings following service impacting issues, outstanding Problem and Problem Tasks Reviews, inter-departmental Problem Status meetings, Platform Review meetings.
• Proactively leading investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives, (including People, Process and Technology elements).
• Proactively monitor problem management performance metrics and KPI’s, and run monthly reporting

Incident Management

• Provide ownership of major IT incidents and co-ordination of the incident resolution process and recovery activities.
• Facilitate the close liaison with the business and various internal IT teams, to effectively manage incidents and problems impacting the business.
• Ensure incidents are fully documented within the reporting system, providing a clear audit trail of activities and decisions via the Major Incident Report.
• Organise and run post incident reviews, logging actions to improve processes and information to reduce the risk and impact of future incidents.
• Proactively monitor incident management performance metrics and KPI’s, and run monthly reporting

Additional Responsibilities

• Complete any mandatory training by the required deadlines
• Act with integrity and due skill, care and diligence in carrying out your duties
• Escalate to the appropriate functional head any violation of any Company policy including, but not limited to, any violation of any policy contained in the Code of Conduct, Employee Handbook or any other stand-alone policy promulgated by the Compliance, Finance, or Human Resources Departments as well as any violation of federal, state or local laws.
• Other duties as may be required

Special Job Requirements:

• Occasional Bank holiday working requirement

Experience / Competences Essential

• Problem & Incident Management experience within a complex global corporate environment, financial services experience preferred.
• Strong experience with ServiceNow, or similar ITSM tools, with a clear understanding of how tools should be used to support Problem Management process activities.
• Strong analytical and problem-solving skills, preferably evidenced by previous similar experience in a similar role.
• Strong communication skills, experience managing relationships with senior stakeholders.

Non-Essential

• Professional Qualifications: ITIL v3 or v4 foundation, or equivalent ITSM qualification.
• Experience of working with global colleagues and stakeholders and sensitivity to cultural differences, time zones etc.

Not The Perfect Fit? Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us. Company Statement We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement. Location UK - City Quays - Belfast