Problem and Incident Manager

Overview

Job Title: R0075326 IS Problem & Incident Analyst; Location: Fully remote (with rare travel to a UK hub if required for IT issues or training); Contract: 6 months (initial); Headcount: 1

About the Role

We\'re looking for an experienced IS Problem & Incident Analyst to join our team on a 6-month contract. This is a hands-on role where you\\\'ll play a critical part in minimising the business and customer impact of incidents and problems, ensuring swift restoration of services and driving long-term preventative solutions.

This is a great opportunity for someone who thrives in high-pressure environments, has a structured approach to problem solving, and enjoys engaging with a wide range of stakeholders.

Responsibilities

  • Minimise impact of incidents and problems through effective decision making and escalation.
  • Lead and coordinate response activities, facilitating technical discussions and building action plans to restore service quickly.
  • Provide clear and consistent communication to stakeholders throughout the incident/problem lifecycle.
  • Maintain accurate and auditable records in the ITSM tool (ServiceNow).
  • Undertake root cause analysis, driving investigations and identifying preventative actions using recognised methodologies.
  • Proactively identify and address potential issues by analysing alerts and incident trends.
  • Participate in a 24x7 on-call rota to provide out-of-hours incident support.

About You

  • Strong background in incident and problem management within IT Service Management (ITSM) frameworks.
  • Hands-on experience using ServiceNow as the primary ITSM tool.
  • Proven ability to lead, coordinate and communicate effectively in high-pressure situations.
  • Skilled in root cause analysis and structured problem-solving techniques.
  • ITIL knowledge or certification is desirable.
  • Flexible and proactive approach with strong stakeholder management skills.
  • Comfortable taking a hands-on approach to managing and resolving incidents.

What’s on Offer

  • Fully remote contract with rare travel to a UK hub if required.
  • 6-month contract with the possibility of extension.
  • Opportunity to work on critical IT service management activities with real business impact.
  • A collaborative and supportive environment where you can apply your expertise to drive service excellence.
#J-18808-Ljbffr Experience: 3 years required
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...