Major Incident and Problem Manager

at  Getronics

ABOUT GETRONICS

Getronics empowers businesses to stay competitive by offering flexible, secure, and reliable technology services, tailored to their unique needs, helping to drive growth, increase efficiency, reduce cost, and deliver measurable success. Getronics is committed to low-carbon and sustainable development through its IT solutions to help companies reduce their environmental impact.
As a global leader in technology solutions with over 4,000 colleagues in 22 centres, and as the leading and founding member of the Global Workspace Alliance (GWA), Getronics can provide comprehensive end-to-end IT solutions around the globe.
It is one of the 18 companies from around the world positioned within the Gartner’s 2024 Magic Quadrant for Outsourced Digital Workplace Services, and is committed to delivering exceptional customer service, to enable businesses to focus on their core strengths while entrusting their IT needs to Getronics.

Management, Knowledge Management etc.

• Author Major Incident Reports for internal and external distribution
• Build close partnership with service desk and resolver teams to driv

Skills/Experience

• Excellent verbal and written communications with proven report writin

skills.

• Ability to adhere to governance standards and processes.
• Strong interpersonal and relationship building skills. You must be able t

the customer’s requirements.

• Experience of working with technical staff and 3rd parties.
• Previous experience working with senior client stakeholders (director or Clevel).
• Ability to multi-task and priorities effectively.
• Willingness to travel and a flexible approach to working hours

Qualification/Certification requirements

• 2 years experience in MIM and/or Problem Management
• ITIL certification preferred
• IT or business degree preferred
• Driver’s licence preferre

TEAM PURPOSE:

Major Incident Management (MIM) provides a 24/7 x 365 service to ensure rapid
response and service restoration for outages causing financial or reputational
impact to clients.
The Problem Management function is responsible for the identification of errors
causing incidents within clients IOT estates and the coordination of activities to
determine root cause and deploy corrective actions to eliminate errors.

ROLE PURPOSE:

The Major Incident Manager coordinates service restoration efforts and is
accountable for all communications around a major outage, working to 15 minutes
response times and 2- or 4-hour service restoration SLAs. Typically, this involves
chairing conference calls and using other modern communication tools to enable
efficient information exchange.
The Problem Manager uses a modern ITOA toolset and an ITIL-based process
approach to identify and remove errors impacting client operations, delivering
productivity gains and cost saving as incident volumes decrease. Where errors
cannot be fully removed, the problem manager establishes workarounds that
minimise impact and document them in a knowledge base.
Reporting to the Team Leader Major Incident & Problem Management, the role
has direct client interaction and may involve occasional business travel. The team
operates with a 1:4 rotation for out of hours cover 365 days per year.

RESPONSIBILITIES/ACCOUNTABILITY:

Problem Management:

• Carry out regular trend analysis on a six-month data set to identify errors.
• Manage the full life cycle of problem records.
• Deliver double digit reductions to incident volumes for supported

accounts.

• Use ITOA tools to understand actual user experience.
• Maintain known error records and knowledge base.
• Assist with shift left opportunity identification.
• Maintain problem records and tracker
• Chair weekly problem management calls.
• Drive efforts to ensure no major incident recurrence.
• Provide monthly problem management reports to Service Delivery.
• Document and communicate technical recommendations with supporting

cost/benefit analysis.

Major Incident Management:

• Liaise with internal and 3rd party technical resolver groups to define and

drive investigation and resolution actions

• Deliver stakeholder communications in line with agreed SLA’s
• Set up and chair technical and customer facing conference calls for the

purpose of driving resolution and maintaining communication

• Maintain required touchpoints with other ITIL functions such as Change

Management, Knowledge Management etc.

• Author Major Incident Reports for internal and external distribution
• Build close partnership with service desk and resolver teams to drive

process improvements

Skills/Experience

• Excellent verbal and written communications with proven report writing

skills.

• Ability to adhere to governance standards and processes.
• Strong interpersonal and relationship building skills. You must be able to

work as part of a team.

• IT knowledge (broad rather than deep) of IT systems and technology.
• Data analysis experience and structured approach to problem solving.
• Strong Excel skills including pivot tables and experience using other

Microsoft Office applications.

• Proven customer support experience in a large global IT service support

environment.

• Experience with ServiceNow or another ITSM tool preferred.
• An understanding of Service Level Agreements and their application.
• Experience and understanding of ITIL process areas.
• Excellent customer service skills and an ability to listen and understand

the customer’s requirements.

• Experience of working with technical staff and 3rd parties.
• Previous experience working with senior client stakeholders (director or Clevel).
• Ability to multi-task and priorities effectively.
• Willingness to travel and a flexible approach to working hours.

Qualification/Certification requirements

• 2 years experience in MIM and/or Problem Management
• ITIL certification preferred
• IT or business degree preferred
• Driver’s licence preferred