IT Incident and Problem Manager

Incident & Problem Manager
Location: Belfast - Hybrid

An excellent opportunity has arisen for an experienced Incident & Problem Manager to join a global organisation, working within a collaborative IT Operations function. This role offers the chance to take ownership of critical service management activities, ensuring the stability, quality and resilience of IT services delivered across the business.

The Role

Reporting to the IT Operations Team Lead, the successful candidate will be a key point of accountability for incident and problem management. Working closely with internal teams and external suppliers, they will coordinate all related activities, drive service improvements, and ensure compliance with established policies and processes. The focus is on minimising risk, preventing future issues, and improving overall service delivery.

Key Responsibilities

Problem Management

• Oversee the full lifecycle of problem records, ensuring incidents, problems and changes are logged, monitored and resolved in line with agreed plans.

• Lead and participate in RCA meetings and other forums, reviewing outstanding problems and driving closure.

• Take a proactive approach to investigating root causes and implementing preventative measures across people, processes and technology.

• Track performance metrics and KPIs, producing regular reports to highlight progress and areas for improvement.

Incident Management

• Take ownership of major IT incidents, coordinating resolution and recovery activities with speed and precision.

• Act as the central point of communication between IT teams and the business, ensuring clear updates and effective resolution strategies.

• Ensure that all incidents are comprehensively documented, providing accurate audit trails and post-incident reports.

• Facilitate post-incident reviews, logging actions and driving improvements to reduce future risks.

• Monitor incident management performance, producing regular reporting for stakeholders.

Additional Duties

• Complete mandatory training and uphold the highest standards of integrity, diligence and care in daily duties.

• Escalate any breaches of policy or regulations to the relevant leaders as required.

• Carry out additional responsibilities as necessary, including occasional bank holiday work.

Skills & Experience

Essential:

• Strong background in Incident & Problem Management within a complex, global organisation (financial services experience advantageous).

• Hands-on experience with ServiceNow or similar ITSM tools, with a clear understanding of best practice processes.

• Excellent analytical and problem-solving skills, with a proven track record of resolving complex issues.

• Strong communication and stakeholder management skills, with experience engaging at senior levels.

Desirable:

• ITIL v3 or v4 Foundation certification (or equivalent ITSM qualification).

• Experience working with international colleagues, with awareness of cultural and time zone differences.

Why Apply?

This is an exciting opportunity for an ambitious IT professional to take on a high-impact role within a dynamic and supportive environment. The position offers scope to shape service management practices, influence change, and deliver real improvements to business-critical IT operations.

To speak in absolute confidence about this opportunity please send an up-to-date CV via the link provided or contact Senior Recruitment Consultant Stuart Kennedy at MCS Group on 02896935520 or s.kennedy@mcsgroup.jobs.

Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current jobs.