Incident and Problem Manager | allpay Hereford

Incident and Problem Manager


Employment Type: Full TimeSalary: £35,000 - £45,585 p.a.
Location: HerefordWorking Hours: 37.5

Job description

allpay Limited are one of the fastest growing Fintech companies in the UK and are experts in the payment and financial services arena. We have also successfully diversified into a number of other sectors. 

We are now looking for an Incident and Problem Manager to join our IT Operations team.

Primary areas of accountability:

Within this role you will:

  • Ensure the Identification of root cause has been established on Problem tickets and escalate where appropriate to ensure minimal disruption to business functions
  • Lead the triage of critical production incidents while coordinating all functional resources
  • Minimize the adverse effect on our customers’ business of Incidents and Problems and to proactively prevent the occurrence of incidents, problems and errors
  • Investigate Critical/Complex incidents and issues identified as problems
  • Assist in the production and maintenance of the Known Error library documentation
  • Produce Major Incident and P1 Reports
  • Monitor and report on SLA’s
  • Create service management reports and dashboards
  • Participate in the IT Operations shift pattern (between 8am and 6pm) and out of hours rota.

Key skills required:

To be successful in this role you will have:

  • ITIL V3 Foundation (or equivalent experience)
  • Creative problem solving – following an issue through to its logical conclusion and escalating where necessary
  • Experience of Axios Assyst or Ivanti IT Service Management suite could be beneficial
  • The ability to work independently as well as being part of a team
  • Strong writing skills and the ability to maintain accurate documentation and technical authorship of complex documents
  • Confident communicator with excellent organisational skills in an IT focused software company
  • A motivated attitude with a commitment to continuous learning

Please note that the closing date for this vacancy is Friday 17 August 2018

We are a company committed to Equal Opportunities.

All roles at allpay Limited are subject to successful background checks including a DBS and Credit Check.

Want to be part of the team

Specialist in financial collection solutions

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