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Director, IT Incident and Problem Management
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HAYSBelfast, Northern Ireland, United KingdomDirector, IT Incident and Problem Management
SmarshBelfast, Northern Ireland, United Kingdom- Full-time
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Summary
The Director of IT Incident and Problem Management is a senior leader responsible for shaping and transforming incident and problem management to a predictive and proactive discipline. You will drive a proactive, agile approach to incident response, building and leveraging AI-driven insights to enhance responsiveness and operational efficiency. Your leadership will underpin our pivot from a product to a platform-focused service, ensuring seamless, resilient service delivery that meets our high standards for reliability and customer satisfaction.
As a forward-thinking leader, you will balance traditional ITIL frameworks with modern tools and practices, such as incident.io and FireHydrant, and embed accountability across engineering and operational teams. You will work closely with cross-functional stakeholders including Engineering, Product, and Customer Support to ensure that incidents are resolved promptly and root causes are addressed comprehensively, with the overarching goal of minimizing business impact.
How will you contribute?
- Strategic Leadership : Provide visionary leadership to evolve our incident and problem management practices, embedding modern approaches that use AI and automation and predictive capabilities to reduce response times and predict potential issues before they impact service.
- Accountability and Performance : Foster a culture of accountability, holding engineering teams and incident responders to high standards for incident resolution. Ensure robust tracking and reporting of incident response metrics, creating transparency and setting clear performance expectations.
- Platform-Centric Incident Management : Drive alignment between incident / problem management and the organization's shift towards a unified platform model, ensuring that incident management processes are scalable, adaptable, and aligned with platform objectives.
- Modern Tool Proficiency : Deploy and optimize advanced incident management platforms such as incident.io and FireHydrant, utilizing these tools to enhance visibility, speed, and effectiveness of response across our platform. Adapt methodologies beyond traditional ITIL to remain agile and customer-focused.
- Root Cause Analysis and Prevention : Lead comprehensive root cause analysis for major incidents, advocating a preventative stance through continuous improvement and resilience-focused practices. Apply SRE principles and drive actionable outcomes to prevent recurrence.
- Data-Driven Insights and Reporting : Utilize data-driven insights to inform incident response strategies. Present trends, risk factors, and improvement opportunities to senior executives and stakeholders, supporting business decisions with clear, actionable metrics.
Typical Tasks :
What will you bring?
Preferred Qualifications :
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