IT Incident and Problem Manager

AQA
Incident and Problem Manager Permanent Salary Manchester: £60,000 – £66,000 per year Hybrid working Want a role that stimulates and challenges you? Adept at balancing both pro-active and reactive IT service needs? Enjoy leading people through change? Having built your IT incident and problem expertise, you’re ready for a new challenge where you have room to grow and shine. You recognise the importance of good IT service and use your technical and people skills in unison to reduce the impact of unplanned IT service interruptions, swiftly managing incidents through to resolution whilst managing the organisations expectations. In parallel, you relish working pro-actively, establishing root causes and problem patterns analysis, identifying fundamental problems impacting IT operability and optimum means of resolution. Confident and competent at interfacing with senior management, you’ll lead, represent and promote the high-quality service ethos of both Enterprise and Assessment Technology functions, increasing engagement across the organisation. You’ll put your clear communication to good use, managing stakeholder expectations and offering structured guidance to both the internal team and external partners. You’re a bright spark – a quick learner who has demonstrable experience of getting up to speed quickly on large bespoke systems/applications. Not afraid of rolling up your sleeves and getting stuck in you’re the type of person who is outcomes focussed with an eye for continuous improvement. AQA are on an ambitious journey and as Incident and Problem Manager you will be crucial to the organisation continuing to deliver it’s charitable purpose of enabling millions of students to reach their potential every year. You’ll need: Strong and proven expertise in market best practice IT operations with an in-depth knowledge of relevant methodologies and approaches, including ITIL 4 or equivalent Strong and proven expertise in managing hybrid support functions – internal and external / 3rd party organisations Experience of managing complex technical incidents across multiple systems, involving multiple support teams Ability to be proactive in resolving issues collaboratively and pragmatically through cross-organisational working, and encouraging others to do the same Demonstrate strong analytical, process management and decision making skills, especially under pressure Proven ability to spot trends and anomalies which need to be addressed then translating them into work packages Champions continuous improvement, whilst working within constraints Skills to build rapport and influence with a diverse range of internal and external stakeholder Benefits At AQA we recognise our employees’ contribution and in return we are proud to offer an extensive reward and benefit package. This includes: 25 days’ annual leave rising to 30 days, plus all Bank Holidays and additional Christmas leave 35 hour working week Excellent contributory pension (6% – 11.5% dependent on employee contribution) Private Medical Insurance & Health Cash Plan Life assurance Enhanced maternity/paternity scheme Access to an Employee Assistance Programme offering support with counselling, legal advice and money matters Access to Learning space, a modern Learning Management System, providing an environment for self-directed learning from high quality e-learning content Cycle to work scheme Interest free travel loans How to apply Please upload your CV and covering letter via our AQA job portal. Applications will be reviewed as we receive them and if a suitable candidate is identified, we reserve the right to close our advert sooner. AQA is an equal opportunities employer and welcomes applications from all sections of the community regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. AQA is committed to the safeguarding of children and adults at risk. We’re dedicated to reducing the risk of employing or contracting any person intent on abusing their position of trust, along with identifying and responding to any incident of alleged abuse from its employees or associates fairly and swiftly. For more information on safeguarding at AQA please visit the AQA website. As an employer we are moving towards a more agile way of working, including a balance of office working and home working. PRO22 Recruitment Agencies We have a preferred supplier list (PSL) in place. Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees