Join us and play your part in something special! 

The opportunity: 

We're seeking a seasoned ITSM Problem/Major Incident Manager to join our dynamic IT Service Management team! In this role, you'll spearhead root cause analysis and resolution of IT incidents, prevent recurring issues, and ensure smooth management of incidents and problems across our IT landscape. You'll work closely with cross-functional teams to tackle underlying issues that affect service performance and availability. You'll be part of an on-call rota, ready to jump into action whenever needed 

What you’ll be doing: 

• Responding to Major Incidents and initiating/orchestrating teams to restore service. 

• Lead efforts to identify, categorize, and prioritize problems based on incident data, proactively investigating recurring issues that affect the IT environment. 

• Owning the problem management process and delivering a roadmap of improvements. 

• Facilitate root cause analysis (RCA) meetings and post-incident reviews with stakeholders to uncover the underlying cause of critical incidents and determine appropriate corrective actions. 

• Collaborate with IT teams, including infrastructure, application support, and vendors, to ensure problems are diagnosed, documented, and resolved in a timely and effective manner. 

• Implement strategies and proactive measures to prevent recurring issues and minimize the impact of incidents on business operations. 

• Track and report problem management data insights, including time to resolution, problem recurrence rates, and SLA adherence. Provide regular reports on problem management performance to key stakeholders as well as representing problems in the weekly operations forum. 

• Work closely with Incident, Change, and Service Managers to ensure that problem management activities align with broader IT Service Management processes and contribute to overall service improvement. 

• Provide clear, timely updates to stakeholders regarding the status of ongoing problem investigations and corrective actions. 

Our must-haves: 

• Experienced at running Major Incident Calls and being part of an on-call rota 

• Experience in owning a problem management process and delivering on improvements. 

• Bachelor's degree in information technology, Computer Science, or a related field. 

• Minimum of 5 years of experience in IT Service Management, with a focus on Problem Management, Incident Management, or Service Operations. 

• ITIL v3 or ITIL 4 Foundation certification is preferred; advanced ITIL certifications (e.g., ITIL Practitioner, Problem Management) are a plus. 

• Strong understanding of IT infrastructure, cloud services, application support, and the relationships between configuration items (CIs). 

• Demonstrated ability to conduct in-depth root cause analysis and develop effective problem resolutions. 

• Excellent verbal and written communication skills, with the ability to interact effectively with both technical and non-technical stakeholders. 

• Proven ability to lead cross-functional teams and influence without direct authority. 

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.  

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.  

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at [email protected] or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline. 

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