Civica
government
Incident&ProblemManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Incident & Problem Manager at Civica. Skills: Incident Management, Problem Management, ITIL, cross-functional coordination, stakeholder management, root cause analysis, continuous improvement. ensuring the stability, resilience, and continuous enhancement of support services. identifying, coordinating, and managing major incidents to minimize business disruption and guarantee swift service restoration”
What You'll Achieve.
minimize business disruption; guarantee swift service restoration; prevent repeat issues; reducing the overall number of incidents; enhancing the customer experience; boosting service reliability; driving improved operational performance
Industry & Context.
Root cause analysis; trend identification; accelerating the resolution of complex challenges; solution-oriented approach
What They're Looking For.
Must Have
expertise in ITIL based Major Incident and Problem Management processes, Proven ability to lead high-severity incident response across cross-functional teams, Technical understanding of modern software environments (e. g. , SaaS, cloud infrastructure, APIs, integrations), Root cause analysis and trend identification skills, Skilled in facilitating swarming practices to accelerate issue resolution, verbal and written communication skills, able to communicate clearly with both technical and non-technical stakeholders, Presenting post-incident reviews to customers and executives, Able to assess and prioritise risk and impact quickly under pressure, Demonstrated capability in influencing without authority across support, LiveOps, engineering, and product teams, coordination and facilitation skills for driving problem investigations, Track record of delivering continuous improvement through preventative actions and process refinement, Customer focused mindset with the ability to maintain trust in challenging situations, Proficient in using service management tools (e. g. , ServiceNow, Salesforce, Jira), Data-driven approach with ability to create and interpret incident and problem management reports, Resilient and calm under pressure, with a solution-oriented approach
What You'll Do.
ensuring the stability
and continuous enhancement of support services
and managing major incidents to minimize business disruption and guarantee swift service restoration
championing proactive problem management by uncovering root causes
preventing repeat issues
and reducing the overall number of incidents
leading major incident response efforts
facilitating clear and effective communication among technical teams and business stakeholders
orchestrating root cause analysis alongside follow-up actions
owning and refining the organisation’s swarming framework
accelerating the resolution of complex challenges
promoting cross-functional collaboration
enhancing the customer experience
boosting service reliability
driving improved operational performance
How You'll Work.
Team & Collaboration
cross-functional teams; technical teams; business stakeholders; support teams; LiveOps teams; engineering teams; product teams
Communication Scope
verbal and written communication; communicate clearly with both technical and non-technical stakeholders; Presenting post-incident reviews to customers and executives
Full Job Description
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration. As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities. **Why you'll love this role as an Incident and Problem Manager at Civica?** The Major Incident and Problem Manager is a key player in ensuring the stability, resilience, and continuous enhancement of support services at Civica. This dynamic role takes charge of identifying, coordinating, and managing major incidents to minimize business disruption and guarantee swift service restoration. Simultaneously, the role champions proactive problem management by uncovering root causes, preventing repeat issues, and reducing the overall number of incidents. Core responsibilities include leading major incident response efforts, facilitating clear and effective communication among technical teams and business stakeholders, and orchestrating root cause analysis alongside follow-up actions. By owning and refining the organisation’s swarming framework, the Major Incident and Problem Manager accelerates the resolution of complex challenges and promotes strong cross-functional collaboration. This position plays a vital p
Applying for this Incident & Problem Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Civica?
Real rants from real employees. Read before you apply.