Principal Consultant - ITIL Methodology, MIM and Problem Mgt - London,UK

Job Title: Principal Consultant - ITIL Methodology, MIM and Problem Management

Location: London, United Kingdom

Company: ITL UK

Requisition ID: 132216BR

Job Description - Major Incident Manager

A Major Incident Manager (MIM) leads and coordinates the response to critical, business-impacting IT service disruptions, ensuring timely communication and rapid service restoration. They act as the primary point of contact, managing the incident lifecycle from initial response to post-incident review, and often work in a 24/7 environment.

Key Responsibilities of a MIM:

• Incident Management: Lead and facilitate the entire major incident process, from declaration to resolution.
• Communication: Maintain clear and timely communication with stakeholders, including service owners, technical experts, vendors, and customers.
• Coordination: Coordinate incident response, including mobilizing necessary resources, resolving conflicts, and ensuring action plans are followed.
• Problem Solving: Analyze incidents to identify root causes, implement workarounds or permanent fixes, and ensure service restoration.
• Process Improvement: Contribute to the development and maintenance of major incident management processes, procedures, and knowledge bases.
• Reporting and Documentation: Maintain accurate records and reports on major incidents, including post-incident reviews.
• Stakeholder Management: Build and maintain relationships with key stakeholders to facilitate effective collaboration and communication.

Additional Skills and Qualifications:

• Strong communication, interpersonal, and conflict resolution skills.
• Experience with IT Service Management (ITSM) processes, particularly incident management.
• Ability to work under pressure in a fast-paced environment.
• Understanding of business operations and the impact of IT service disruptions.
• Technical knowledge and experience in relevant IT areas, such as networking, systems administration, or application development.
• Experience with incident management tools and platforms, such as ServiceNow.

Job Description - Problem Manager

A Problem Management job description typically outlines the responsibilities of identifying, analyzing, and resolving the root causes of IT issues to prevent recurrence. This role focuses on proactively preventing incidents by analyzing trends, identifying potential problems, and implementing solutions.

Key Responsibilities:

• Problem Identification and Analysis: Gather data on incident trends, hardware/software failures, and resource utilization to identify potential problems. Analyze data to pinpoint the root causes of recurring incidents.
• Solution Development and Implementation: Develop and assess potential solutions to eliminate root causes. Implement strategies and processes to prevent future problems.
• Collaboration and Communication: Coordinate efforts with incident and change management teams. Communicate with stakeholders to keep them informed of progress.
• Documentation and Reporting: Maintain a Known Error Database (KEDB) for efficient resolution of recurring issues. Track metrics and assess the effectiveness of solutions.
• Proactive Prevention: Analyze data to proactively identify potential problems. Implement preventive measures to avoid future incidents.

Required Skills:

• Analytical and Problem-Solving: Ability to break down complex problems and identify root causes.
• Technical Knowledge: Understanding of IT systems, infrastructure, and applications.
• Communication and Interpersonal Skills: Ability to collaborate effectively with diverse teams and stakeholders.
• Organization and Time Management: Ability to prioritize tasks and manage workloads.
• Leadership and Collaboration: Ability to lead and motivate teams towards solutions.