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Description Incident and Problem Manager Security Clearance Required - DV ('Developed Vetting')Location: Huntingdon, Cambridgeshire UK UNLEASH YOUR POTENTIAL Your Role and responsibilities Restoration of normal service operations – Managing the response to an unplanned event or service interruption as quickly as possible and minimise any adverse effects on business operations. Identification and Responding to Problems – Whole life accountability for all problems across the Enterprise. This includes problems raised by Customers, Engineers and the Problem Manager. Management and Administration of Service Desk tooling Are you ready for your next challenge? Overall responsibility for incidents, service requests and problems within a complex IT environment using the ticket management system. Proactively monitoring incidents raised to identify and prevent potential problems. Ensuring that the service desk tooling work flows accurately reflect the documented Incident & Problem Management processes. Ensure the tooling configuration is kept relevant to the operations requirements by carrying out administration updates. Stakeholder management and engagement – Use interpersonal skills to brief internal and external key stakeholders with relevant evidence and detail for to enable informed decision making. Work closely with the Service Desk Managers, Service Desk Analysts and other key stakeholder to ensure problems records, tickets and requests are managed appropriately. Data Analysis and reporting – Use appropriate tools to deliver management reports against SLAs identifying trends and service improvement opportunities. Provide relevant input to Service Performance Reporting Packs to include trend analysis as a minimum. ITIL Policy and Processes – Regularly review the Incident and Problem Management processes to ensure that they remain fit for purpose. Ens