Pharmacy2U
Incident&ProblemManager
“Incident & Problem Manager at Pharmacy2U. Skills: Incident Management, Problem Management, SLA Management, Root Cause Analysis. Establish and maintain SLAs. Implement improvements to problem and incident processes”
What You'll Achieve.
fast, effective resolution when it matters most; accountability for SLA adherence; turning incidents into insight; enhancing processes; improving response; increasing reliability and resilience of services
Industry & Context.
root cause analysis; trend analysis
participation in an out-of-hours rota, right to live in the UK, DBS check
What They're Looking For.
Must Have
Proven experience in Major Incident Management (MIM), expertise in incident and problem management, Experience managing SLAs and operational governance, Capability in root cause analysis (RCA) and trend analysis, Hands-on experience with Jira Service Management, Experience working in fast-paced operational environments, Service Desk operational experience, Understanding of service transition and change management processes, Experience building or improving Major Incident Management frameworks
Nice to Have
Knowledge of ITIL frameworks and service management best practices (ITIL Foundation desirable)
What You'll Do.
Establish and maintain SLAs
Implement improvements to problem and incident processes
Own service incidents and incident processes
Support IT Service team
Monitor Service Desk activity
Ensure P1 and P2 incidents managed effectively
Ensure new services onboarded with clear processes
Adhere to all standards
Work cross-functionally with teams
Contribute to positive workplace environment
How You'll Work.
Team & Collaboration
working closely with Service Operations and Service Desk teams; Support the IT Service team through training, coaching, and mentoring; Collaborate with the Service Transition team; Work cross-functionally with teams including customer service, purchasing, operations, and pharmacists
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 Pharmacy2U?
Real rants from real employees. Read before you apply.