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Incident & Problem Manager
Location: UK (Remote)
Day Rate: £460 per day (Outside IR35)
Duration: 6 months
Role Overview
We are seeking an experienced Incident & Problem Manager to take ownership of end-to-end production incident and problem resolution within a complex IT environment.
This role is responsible for ensuring the rapid restoration of services during critical incidents, followed by structured root cause analysis and the implementation of permanent fixes to prevent recurrence.
You will work closely with technical teams, service owners and stakeholders to maintain operational stability and improve overall system reliability.
Key Responsibilities
Incident Management
- Act as the primary escalation point for high-priority and major incidents
- Ensure incidents are accurately logged, categorised and prioritised
- Lead incident bridge calls and coordinate technical response teams
- Maintain clear communication across stakeholders during major incidents
- Oversee implementation of workarounds and temporary fixes
- Facilitate post-incident reviews and ensure follow-up actions are completed
Problem Management
- Identify recurring incidents and trigger structured problem investigations
- Lead root cause analysis sessions using methodologies such as 5 Whys
- Define and track permanent fix actions to prevent recurrence
- Identify trends and opportunities to improve system stability
Knowledge Management
- Maintain and improve knowledge base articles and operational documentation
- Promote knowledge sharing across technical and operational teams
Reporting & Continuous Improvement
- Monitor and report on key operational metrics (MTTD, MTTA, MTTR)
- Analyse incident trends and identify areas for service improvement
- Support continuous improvement of incident and problem management processes
Key Skills and Experience
- Proven experience in Incident and Problem Management within enterprise IT environments
- Strong understanding of IT infrastructure, applications and systems
- Experience managing major incidents and leading technical bridge calls
- Strong knowledge of problem management methodologies (e.g. RCA, 5 Whys)
- Experience with ITIL v4 or similar service management frameworks
- Ability to work under pressure in high-availability environments
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
- Experience with change management processes and tools
- Familiarity with cloud environments such as AWS or Azure
Desirable Skills
- Experience with data analytics and reporting tools
- Knowledge of scripting languages such as Python or PowerShell
- Exposure to automation within incident or service management processes
