Associate Problem & Major Incident Co-ordinator

Permanent

Grade 3 - £25,119 - £31,364

Consultation grade - subject to formal evaluation   under the Pay Equity review 

Working 36.5 hours per week

Job Overview  
We are seeking an Associate Problem & Major Incident Co-ordinator to join our team to work alongside senior team members and providing support to the problem and major incident manager. Coordinating the resolution of any problems and facilitating the response to major IT incidents for the organisation. Work under supervision with other service areas within DTS to proactively prevent incidents from happening and minimise the impact of incident that cannot be prevented. Work to prevent the recurrence of incidents and manage the lifecycle of all problems.  

What we are about  
Our team thrives on a culture built on shared values and behaviours, which underpin exceptional performance and results. We encourage an environment of collaboration, innovation, and continuous growth. Our diverse range of projects encompasses all aspects of Digital Service delivery, with a shared commitment to providing an excellent colleague experience. We diligently work towards offering exceptional technical support and maintaining effective communication within the Digital and Technology Service and across the broader council.  

Our dynamic, fast-paced work environment is dedicated to delivering high-quality outcomes tailored to the needs of our organisation, its users, and the citizens we serve.

What you will do  

• Under appropriate guidance, supervision, and mentorship, assist the Senior Problem & Major Incident Coordinator and the Problem & Major Incident Manager to facilitate, coordinate and ensure the right subject matter experts are involved in the assessment of problems and major incidents.
• Contribute to ensuring the proactive identification of problems or potential problems by analysing leading or trailing indicators and trending incidents, requests or events.  
• Under appropriate guidance, categorise problems and work with colleagues across the service to determine, initiate and deploy preventable measures.  
• Participate in a high-performing end-user facing problem and major incident management team, creating, and implementing plans and strategies to ensure the problem and major incident team delivers a high quality, continually improving support service.
• Work with users and service leads to resolve major incidents, manage customers' expectations, and review incidents to improve service provision and customer satisfaction.  
• Liaise with the service desk on critical incidents and other system failures, communicating and updating tasks on time, and escalating where necessary to the lead support officer.
• Ensure that customers receive a friendly, professional, and consistent service regardless of the problem or major incident being delt with.
• Be a role model for our values and lead by example to help transform the culture of the organisation; fostering a high trust, empowered and inclusive environment where teams and individuals thrive and perform at their best.

We will support you with  

• An environment that values curiosity, autonomy and working in the open  
• An engaged and supportive leadership with a clear vision  
• Training and development opportunities to help you progress and be the best you can be  
• An inclusive workplace committed to reflecting the public we serve  
• A benefit package designed to promote a great work life balance  
• Exposure to all digital and technology teams and services areas across the council 

About us 

This is an exciting time to be joining Birmingham City Council’s Digital and Technology Services Department. We are Europe’s largest local authority, and with unprecedented investment in people and digital, a solid strategy, empowering leadership and a newly redesigned service to get behind, we are building digital services centred on the needs of our citizens, business and communities that will deliver on Birmingham’s bold ambitions for the city of today and tomorrow. 

We are a multidisciplinary team at the heart of transforming public services for the UK’s second largest city. We create, develop, deliver and operate an exceptionally diverse range of services that have a direct impact on improving the lives of 1.2m residents every day. 

 We are embracing and promoting a truly digital, human centred approach for the whole organisation, underpinned by collaboration, openness, and innovation. We take advantage of unparalleled access to data, doing things at scale and using technology creatively to re-imagine the way services are delivered and build the digital council of the future. 

You must upload a Supporting Statement and CV via the attachments part of your application. This is required for shortlisting; you need to describe how your experience and skills fit the essential criteria for the role as specified in the Person Specification. If you do not attach your Supporting Statement and CV, your application will not be considered. 

“Interviews for this post will take place virtually via video conferencing. Shortlisted candidates will be provided with further information”

For any informal enquires please contact: Phil Giann (philip.giann@birmingham.gov.uk)

Closing date: 13th October 2024 at 23:59

Ref: BCC1062

We welcome applications from people with caring responsibilities and flexible working options will be considered.

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Job Description and Person Specification