Group IT Incident & Problem Manager

Group IT Incident & Problem Manager

The Incident & Problem Manager will own the design and delivery of a global Incident,
Major Incident and Problem Management function. They are responsible for owning
incident and problem resolution, working collaboratively across multiple departments
to identify root cause; identify, record and resolve problems; and reduce incidents
through trend analysis and service improvement plans.

• Accountable for the successful and timely restoration of all Major Incidents that are
assigned to them, whilst keeping the business and customers updated.
• Be accountable for Major Incident satisfaction according to SLAs and internal KPIs,
implementing corrective actions as required.
• Establish and maintain timely communications with all Major Incident stakeholders
to ensure they are kept informed of Major Incident service improvement status.
• Hosting conference calls (Technical and Managerial) and facilitate effective incident
management throughout the incident lifecycle, in-line with agreed service
definitions.
• Responsible for minimising and mitigating business-impacting incidents through
controlled problem identification and responsive / proactive service improvement
plans.
• Be accountable for Problem satisfaction according to contractual customer SLAs and
KPIs, implementing corrective actions as required.
• Establish and maintain timely communications with all Problem stakeholders to
ensure they are kept informed of Problem service improvement status.
• Identifying the underlying root cause and the triggers of a Problem and initiate the
most appropriate Problem solution or temporary workaround
• Ensuring that - after a successful Problem solution - the Problem Record contains a
full historical description, and that related Known Error Records are updated.
• Undertaking a review the resolution of a Problem to prevent recurrence and any
lessons learned for the future.
• Review and update the documentation for the current Major Incident and Problem
Management processes to be in line with ITIL best practice.

• Maintain a high degree of customer service for all aspects of the role ensuring that
relevant stakeholders are well informed and are highly satisfied
• Build excellent relationships with internal stakeholders. Be a collaborative partner with
other internal departments to deliver the best possible customer experience.
• Take ownership of Major Incident & Problems facilitating the progress and resolution with
stakeholders and business units
• Drive continual improvement to Spirax systems and processes by identifying improvement
opportunities, own and implement, improving our overall service offering
• Management of Major Incidents and Problems to successful conclusion whilst delivering an
excellent customer experience.
• Ensure the Incident and Problem functions is represented accurately and managed
appropriately through the internal ITSM tool.

• ITIL Foundation v3 certification
• Ability to self-organise and proactively initiate own work actions.
• Ability to support others in driving actions to completion.
• Able to confidently challenge constructively when appropriate and support others in doing
the same.
• Coherent use of English and excellent communication skills, ability to simplify technical
concerns at all levels of business.
• Able to, and encourage collaboration across teams, able to manage complex stakeholders
and lead initiatives across multiple functions and teams.
• Able to lead IT Incident and Problem Management for a global spread organisation.
• Focus on customer needs, satisfaction and generating value
• Provides clear, understandable updates to people
• Develop standards, procedures, and policies
• Recording of information accurately
• Develop efficient work methods
• Demonstrates critical thinking
• Exceptional communication skills

The Steam Thermal Solutions business is one of three businesses within Spirax Group. Spirax Sarco and Gestra, are our two brands that form Steam Thermal Solutions and are global leaders in the supply of engineered solutions for the design, provision and maintenance of efficient industrial and commercial steam systems. Steam Thermal Solutions has global coverage across 67 operating units (called OpCos), organised into four Divisions: EMEA, APAC, Americas, Gestra.

Spirax Group is a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our Purpose, supported by our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued - across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We know that everyone needs some extra help from time to time too, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include gender-neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for anyone experiencing pregnancy loss or domestic abuse, menopause-friendly workplace principles and more. Learn more at .