Job description

High-impact IT incidents in this public sector environment need someone who can walk into the chaos and take charge, and that is the core of this Senior Associate - Major Incident & Problem Management role. You will lead major incident response and coordinate cross-functional technical teams whenever high-impact IT disruptions hit, managing the full incident lifecycle from detection through resolution and post-incident review. War rooms and major incident bridge calls need facilitating on a regular basis, pulling in technical teams, vendors, and senior stakeholders until the issue is resolved. Root Cause Analysis (RCA) sits at the centre of the job, with a clear expectation that fixes are permanent rather than temporary patches. The Problem Management process, including the problem register, falls under your ownership. Post-Incident Reviews (PIRs) get conducted after every major event, capturing lessons learned and tracking improvement actions through to completion. Incident trends get analysed continuously, catching recurring issues before they escalate into repeat outages. Key ITSM metrics such as MTTR, problem closure rates, and recurring incidents are monitored closely, and that data feeds directly into incident management procedures, escalation matrices, and communication frameworks that you help develop and refine. AI-powered incident analytics and anomaly detection add another layer, sharpening early warning and speeding up root cause identification.