Associate Problem & Major Incident Co-ordinator

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.
  
  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., Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city., The Council is a fantastic place to work. You will find an organisation that is both challenging and supportive; with a leadership impatiently adventurous in its pursuit of excellence.

There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:

• A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.


• An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.


• A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.


• A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.


• A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.


We see the Council's role as providing strategic leadership - that's being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making.

We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision. We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships.


• 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, In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.