Incident & Problem Consultant

Are you looking to accelerate your professional development, build a brilliant career, and thrive in a highly supportive team? Join Inchcape Digital part of Inchcape’s global network.

You’ll play a key part in delivering great experiences for our customers and colleagues. With lots of interesting opportunities and challenges for you to explore that will take us, and your progression, to the next level.

We are looking for a Incident & Problem consultant who plays a critical role in ensuring the stability, security, and continuous improvement of IT services. This role is focused on protecting operational services and ensuring readiness for handling incidents, service requests, problems, and improvements. The analyst drives sustainable service quality, minimizes post deployment stabilization periods, and ensures compliance with organizational policies 

What you’ll do

• Protect the services in operation to provide DDC readiness for the operation of incidents, requests, problems, and service improvements
• Sustainable quality - to drive functional and service quality to minimize the stabilization period post-go-live.
• Manage outages, driving and coordinating resolution, including calls, escalation (both technical and hierarchic), and coordinating all incident support activities.
• Conduct post-mortem incident reviews with stakeholders, driving towards root cause identification, potential corrective actions, and creation of executive summaries.
• Continuous service improvement process, tracking of service improvements, and meetings with platforms and regions to ensure control of the opened service improvements.

About you

• Good working knowledge of IT Service Management / Service Control processes and methodologies, e.g., ITIL
• ITIL (Service Management Certificate) qualified (preferred).
• Experience in leading Service Management teams, internal and 3rd parties
• Experience working in a multi-vendor IT sourcing environments
• Using KPIs data to challenge the business to improve performance levels.
• Good knowledge and understanding of multiple Service based operational environments
• Experience of managing relationships with internal business customers

We offer you

• Learning & Development: Access leading learning platforms with tailored pathways for every role, including technical and leadership training and certifications.
• Career Growth: Receive ongoing career support, regular performance reviews, and opportunities for promotion, with access to senior leadership for guidance and mentorship.
• Skills Advancement: Continuously upgrade your expertise through training in the latest technologies and industry advancements.
• Flexible Work: Benefit from hybrid or remote work arrangements, with a remote work bonus to recognise your contribution.
• Health & Wellbeing: Enjoy Health Maintenance Organization HMO coverage with free dependent inclusion and life insurance for added peace of mind.
• Special Leave: Celebrate your birthday with a dedicated day off just for you.
• Work Tools: Get the equipment you need to perform your role effectively.

Opportunity for everyone

Inchcape is committed to creating an inclusive and diverse workplace where the power of our differences can be embraced and everyone feels they can belong, be themselves and succeed.

About us

Our diverse global team of over 16,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow. Find out more www.inchcape.com

Inchcape’s Digital Delivery Centres drive innovation, empowering global mobility through advanced technology solutions. Our teams deliver impactful digital systems, ensuring long-term business success with world-class operations at scale. Learn more about us here.

Additional information request

Selected candidates will be contacted to initiate our hiring journey. We may request additional information from applicants to better understand your background, qualifications and experience for the role