Problem & Incident Management

As a Problem & Incident Management Lead at Focus Group, your primary responsibilities include managing Major Incidents, ensuring effective incident logging and prioritization, and leading post-incident reviews. You will also head the problem management process, collaborating with teams to identify root causes and implement long-term solutions. Your role is crucial in maintaining clear communication with stakeholders and driving continuous improvements in incident management practices, ultimately reducing business impact.

To apply for the Problem & Incident Management Lead position at Focus Group, you'll ideally hold ITIL certification and have previous experience within an MSP environment. A strong understanding of ITSM processes, alongside a solid technical background in Cloud, Networking, and IT infrastructure, is also essential. Critical thinking, root-cause analysis skills, and proficiency in tools like ServiceNow will enhance your candidacy.

Focus Group emphasizes a proactive approach by employing best practices in incident management. This includes systematic documentation of incidents, conducting thorough root cause analyses, and implementing automated solutions where possible. The Problem & Incident Management Lead will also play a pivotal role in generating reports to track trends and service improvements, ensuring that operational disruptions are minimized effectively.

At Focus Group, you can expect an inclusive and collaborative work environment. You will be part of a supportive team culture that recognizes your contributions and promotes your professional growth. With our hybrid work model, you can balance remote work with in-office collaboration, all while benefiting from our commitment to creating a rewarding workplace experience—you're empowered to achieve and make a real difference.

As a Problem & Incident Management Lead at Focus Group, you can look forward to significant career growth opportunities. Our commitment to professional development means that you can expand your skills in ITSM, project management, and leadership. Given our recognition as a leading company in culture and employee satisfaction, you’ll have the chance to advance within your career while contributing to the success of a well-regarded organization.

In my previous role, I was responsible for overseeing the Major Incident process from start to finish. This involved acting as the primary point of contact during incidents, ensuring that incidents were logged, categorized, and communicated clearly to stakeholders. During this process, I coordinated with cross-functional teams to resolve issues quickly, ensuring minimal disruption to services. I would also conduct reviews post-resolution to identify any improvements.

My approach to root cause analysis involves systematic investigation methods, such as the '5 Whys' technique, to drill down to underlying issues. I believe in collaborating with team members across various departments to gather insights and ensure comprehensive problem understanding. This teamwork fosters a culture where sharing experiences can lead to effective long-term solutions.

I have extensive experience using ServiceNow for tracking incidents, assigning tasks, and generating performance metrics. Additionally, I've utilized Excel for data analysis and reporting on incident trends. Familiarity with various ITSM tools underpins my ability to efficiently manage incidents and facilitate clear communication across teams.

Prioritization is critical in incident management. I assess incidents based on their business impact, urgency, and user experience. Maintaining an updated prioritization framework allows me to distinguish between critical incidents that require immediate attention and those that can be scheduled for resolution later. Clear communication with stakeholders also plays a vital role in aligning on priorities.

If a major incident arises outside normal hours, I would follow the established escalation protocols to activate the on-call process, ensuring key stakeholders are informed and mobilized. I prioritize maintaining timely communication updates throughout the incident response and would document each step taken. After resolution, I would facilitate a post-incident review to ensure learning and improvements can be implemented.

In my previous role, I identified a bottleneck in our incident resolution workflow concerning categorization. I led an initiative to implement automated categorization based on incident types which significantly reduced the time spent on initial incident handling and enhanced our response times. The result was a marked improvement in customer satisfaction scores.

I believe in a proactive communication strategy that ensures all stakeholders receive timely updates throughout an incident's lifecycle. I leverage incident management tools to broadcast notifications, maintain detailed notes, and confirm all communication messages align with our established escalation protocols. This transparency is vital for maintaining trust with customers and internal teams.

Conducting service reviews is a crucial aspect of my role. I facilitate regular meetings with key stakeholders to evaluate incident performance, discuss trends, and generate actionable insights for improvement. These discussions help fine-tune our incident management strategies, ensuring alignment with business goals and enhancing service delivery.

When faced with conflicting priorities, I assess each incident's impact on business operations and customer satisfaction. Open communication is critical; I engage with stakeholders to re-evaluate priorities as needed while keeping everyone informed. When necessary, I promote a shift in focus to mitigate high-impact issues first, ensuring we work towards our organizational objectives.

I practice open communication and ensure all teams are aware of their roles in incident management. By hosting regular collaborative sessions, sharing updates via team channels, and utilizing project management tools for tracking progress, I foster a collaborative environment. Establishing mutually agreed-upon procedures helps streamline workflows and improves overall team coordination.