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Problem Manager & Incident Manager


Information Technology
Malmesbury - United Kingdom


Reporting to the Head of Service Operations, you will be responsible for defining, communicating, managing and governing the Dyson global Problem and Incident Management process across all areas of Dyson IT.


  • Working with team leads and third parties, assist with the identification, classification and prioritisation of problems and incidents 
  • Chair incident and problem management reviews 
  • Input and attend third party service reviews to ensure problem and incident management compliance. 
  • Identifying the root cause, actions required to resolve a problem and eliminating recurring incidents 
  • Overseeing problem cases and associated actions and ensuring they are being progressed 
  • Ensuring resolutions are implemented through the change management process 
  • Identifying trends and patterns in what’s going wrong 
  • Collecting and documenting all appropriate supporting information before a case is closed (e.g. overview of the problem, any workaround, the root causes and resolution) 
  • Using lessons learned from previous problems to help reduce the number and impact of incidents 
  • Ensuring the Problem process encompasses creating new error records in the Known Error Database 
  • Producing regular and ad hoc problem and incident management reports, ensuring that the information is delivered within agreed timescales
  • Manage a team of problem analyst(s) to effectively deliver the problem management process 
  • Manage a third party Service Management function to drive for continual service improvement for incident and problems


  • A degree in IT or related business topic (desirable) 
  • Experience as an IT Analyst or IT Service Delivery Manager/IT Operations Manager 
  • Expert knowledge of ITIL Problem Management 
  • Knowledge of ITIL Incident and Problem Management 
  • Understanding of project lifecycle stages - Knowledge of IT service desk tools ideally ServiceNow 
  • Problem and Incident Management ITIL trained with previous experience of creating and implementing ITIL aligned Problem and Incident Management policies and processes globally across the IT organisation (internal and external) - (desirable)
  • Ability to set and effectively communicate Problem and Incident Management policies and processes


  • 27 days holiday plus eight statutory bank holidays
  • Pension scheme
  • Performance related bonus
  • Life assurance 
  • Sport centre 
  • Free on-site parking 
  • Subsidised café and restaurants 
  • Discounts on Dyson machines