IT Major Incident / Problem Manager

Blackapple Solutions Ltd (BSL) was founded in 2004 with the mission to provide best-in-class technology consulting and services across the globe. BSL offers its services in Information Technology, Enterprise Resource Planning (ERP), and Engineering consulting, with the aim of becoming an internationally renowned Systems Integration Company.

Job Description

We are currently seeking an IT Major Incident / Problem Manager for a contract position based in Crawley, England. The role involves managing major incidents and problems, ensuring root causes are identified, and implementing process improvements. The successful candidate will report to the IT Operations Manager and be responsible for coordinating incident responses, conducting RCA reports, and analyzing incident trends to prevent recurrence.

Responsibilities

• Manage major incident and problem management processes across services, suppliers, and customers.
• Coordinate rapid response to incidents, minimizing system downtime.
• Provide technical skills and gap analysis to improve incident and problem management.
• Analyze incident data to propose resolutions and prevent future incidents.

Requirements

• Excellent communication and organizational skills.
• Proven experience in Incident and Problem Management.
• Self-motivated with a focus on customer service.
• CRB Security Check clearance.

Qualifications and Experience

• Knowledge of IT infrastructure components such as hardware, databases, and networks.
• Understanding of IT concepts and architectures.
• Awareness of business-critical incidents and their impact.
• ITIL intermediate qualifications; ITIL Expert preferred.
• Experience in airport environments is highly desirable.

Additional Information

All applicant information will be kept confidential in accordance with EEO guidelines.