Major Incident and Problem Resolution Lead

2 weeks ago

Overland Park, Kansas, United States The Rank Group plc Full time
Major Incident and Problem Resolution Lead

Company Overview

We are the Rank Group, a leader in the entertainment sector. Our diverse offerings range from the excitement of Mecca Bingo to the sophistication of Grosvenor Casinos, catering to both in-person and online audiences globally. We pride ourselves on delivering exceptional experiences that resonate with millions.

This industry is vibrant and dynamic, presenting a culture rich in opportunities and growth.

For more insights into our career opportunities, please visit our careers page.


Role Overview

The Major Incident and Problem Resolution Lead is a crucial position within our Service Management Office (SMO), dedicated to ensuring the effective delivery and performance of IT services. This role emphasizes Incident and Problem Management, requiring a comprehensive understanding of IT service delivery within the ITIL v4 framework, particularly in managing significant IT incidents.

  • Direct and oversee all processes related to Incident and Problem Management, focusing on high-priority incidents.
  • Lead the resolution of critical incidents, coordinating efforts across various teams and external partners.
  • Maintain clear and timely communication with both business and IT stakeholders throughout the Major Incident Management (MIM) process until resolution.
  • Continuously evaluate incident progress, intervening as necessary to facilitate resolution.
  • Act as the escalation point for significant incidents, ensuring rapid restoration of services.
  • Work in a 24/7 environment, with Incident Managers operating in shifts according to a predetermined schedule.
  • Monitor and manage potential service disruptions at a moderate level when necessary.
  • Collaborate with Operational Management teams to define and understand events, alerts, and changes for quicker incident response.
  • Develop a comprehensive knowledge base and recovery plans to drive continuous improvement.
  • Regularly review and enhance the major incident management process, including tools, templates, documentation, and reporting.
  • Oversee the creation and management of all IT Problem Records, ensuring deadlines are met and issues are escalated promptly.
  • Conduct trend analysis to identify root causes and implement preventive measures.
  • Provide weekly performance trend reports to the team.
  • Coordinate with external support providers to ensure uninterrupted business operations.

Qualifications
  • Proven experience in leading and managing major incidents, with the ability to organize and facilitate resolution discussions.
  • Exceptional organizational skills to manage multiple incidents simultaneously, prioritizing effectively based on business impact.
  • Familiarity with ITSM tools, preferably ServiceNow.
  • Strong understanding of ITIL principles.
  • Adaptable and flexible in approach.
  • Excellent communication skills and stakeholder management capabilities.

Additional Information

Join us to explore benefits and opportunities that will enhance your career journey in a dynamic, inclusive, and rewarding work environment.

We prioritize well-being through hybrid working options, support networks, and various initiatives to ensure a supportive workplace.

We are committed to investing in your professional growth by offering development opportunities, leadership training, and industry certifications, equipping you with the necessary tools and resources for success.

Experience diverse cultures and gain international exposure through our global operations, collaborating with colleagues worldwide.

Our comprehensive benefits package includes pension schemes, bonus opportunities, private medical insurance, and life insurance.

*Benefits may vary by brand and/or location. Please consult with your local Talent Acquisition specialist for specific details.

The Rank Group is dedicated to being an inclusive employer, ensuring we understand and meet the needs of our candidates and customers. We strive to provide fair and equal access to our services. If you require any adjustments, please inform us ahead of your interview.

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