Job Description

Major Incident and Problem Manager

Bridgend – hybrid 3 days a week

Benefits include 10% pension, private medical, annual bonus

Our client is a leading financial services organisation based in Bridgend. They have an excellent opportunity for an experienced Major Incident and Problem Manager to join the business.

This is a key role in the ITSM team and will be integral to underpin the organisations ITIL discipline and capability.

Salary is going to be in the region of £40-60k depending on candidates prior experience 

The Role:

• Manage high-priority and major incidents through to resolution.
• Assess business impact and urgency of incidents.
• Accurately document incident recovery processes.
• Support incident reviews, planning meetings, and action tracking.
• Assist in root cause analysis and problem investigations.
• Maintain and update incident and problem tickets.
• Follow Problem Management processes during post-incident reviews.
• Generate reports with key metrics for incident and problem management.
• Assist in proactively identifying potential issues.
• Drive and implement continuous service improvement initiatives.

Skills / experience:

• Experience within a similar Incident and Problem Management role
• Strong background within IT Service Management
• ITIL Foundation certification
• Excellent communication and stakeholder engagement
• Strong working knowledge of ServiceNow or similar ITSM preferred 

Contact David Southwood – CPS Group UK