Responsibilities

Your main responsibilities will be to:

• Manage Incidents and Problem tickets.
• Contribute to the development and maturity of IT service management (ITIL) processes.
• Receive, log, and maintain Change Requests (RFCs) for SVGC IT and third-party suppliers, supporting change evaluation under the direction of the IT Service Manager.
• Maintain and publish the Forward Schedule of Change (FSC).
• Support the IT Service Manager in the operation of the Change Advisory Board (CAB), ensuring appropriate documentation, impact assessments, and stakeholder representation are in place.
• Analyse ITSM tool data to identify recurring incidents, trends, and service weaknesses; recommend and drive incident reduction, service improvements, and Problem Management activities.
• Support Major Incident (P1) management by producing post-incident reports, timelines, service and availability impact assessments, and ensuring recommendations are tracked to completion.
• Proactively raise and manage Problem records arising from incident investigations, supporting root cause analysis to reduce incident volumes and recurring issues.
• Collaborate with the IT Service Manager and Project Managers to define support requirements, availability, and capacity, producing and maintaining Service Support Models and transition artefacts for new and changed services.
• Contribute to strategic, operational, and tactical service reporting.
• Produce ad hoc management reports from the ITSM tool as required.
• Deputise for IT Service Manager.
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