Major Incident and Problem Manager

Company Description

Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses—no matter what the future brings. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet, we focus not only on immediate solutions but also on future needs.

We continuously stay ahead of the technology curve, ensuring our customers can trust that we are committed to making their business future-ready. Your success is our success. We go above and beyond to deliver exceptional service quality and an unparalleled customer experience, becoming a true extension of your business. We are dedicated to fulfilling our promise to make your business thrive.

Job Description

Join Our Dynamic Team!

Are you ready to take your career to the next level in a vibrant and fast-paced environment? We are seeking a Major Incident & Problem Manager who thrives on collaboration and high performance. In this pivotal role, you will lead the Major Incident Management and Problem Management processes, driving continual service improvements and ensuring our customers receive exceptional support 24/7.

Key Responsibilities:

• Oversee the management of Major Incidents, ensuring effective communication and resolution.
• Conduct Major Incident Reviews and facilitate root cause analysis.
• Lead and coordinate Problem Management activities across various teams, prioritizing customer satisfaction.
• Maintain and enhance our Known Error database, ensuring timely updates and communication.
• Collaborate with stakeholders to streamline processes and improve service delivery.
  
  

What We’re Looking For:

• Proven experience in building and leading high-performing teams.
• Strong customer-facing skills with a focus on effective communication.
• Proficiency in reporting and data analysis.
• Familiarity with ITSM tools (e.g., Service Now) and a solid understanding of ITIL V4.
• An ability to motivate others and promote a culture of continuous improvement.
  
  

Qualifications

What We’re Looking For:

• Proven experience in building and leading high-performing teams.
• Strong customer-facing skills with a focus on effective communication.
• Proficiency in reporting and data analysis.

Familiarity with ITSM tools (e.g., Service Now) and a solid understanding of ITIL V4.

Ability to obtain Security Clearance (SC Clearance).

An ability to motivate others and promote a culture of continuous improvement.

Additional Information

Here’s a closer look at what we offer:

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.