Engineer – Incident & Problem Management

About the role

This position supports the effective operation, coordination and continual improvement of Incident Management, Major Incident Management and Problem Management for the organisation's services. Working under the guidance of the Practice Manager or Senior Consultant, the Engineer contributes to service reliability, customer experience and operational resilience.

Key responsibilities

• Administer and execute Incident, Major Incident and Problem Management procedures, workflows and templates.
• Review incident records for accurate logging, categorisation, impact, urgency, priority, assignment and closure quality.
• Monitor high‑priority, aging, breached or reopened incidents and escalate risks as needed.
• Support major‑incident declaration, bridge‑call coordination, timeline logging and stakeholder communication.
• Coordinate service‑desk, technical, cloud, infrastructure, application, cybersecurity and supplier teams to restore services safely.
• Collect logs, monitoring data and evidence for major‑incident reports and post‑incident reviews.
• Identify problem candidates from recurring incidents, failed changes or capacity concerns.
• Conduct structured root‑cause analysis, document causes and track corrective actions to closure.
• Maintain problem backlogs, known errors, workarounds and links to related incident, change and knowledge records.

Required profile

• Proven experience supporting day‑to‑day Incident, Major Incident and Problem Management activities.
• Ability to review and validate incident records and ensure quality of closure.
• Experience coordinating multi‑disciplinary teams during high‑impact incidents.
• Strong analytical mindset for root‑cause analysis and corrective‑action tracking.

Required skills

• Incident Management processes.
• Major Incident Management coordination.
• Problem Management and root‑cause analysis techniques.
• Service‑desk and ITSM tool usage.
• Understanding of cloud, infrastructure, application and cybersecurity environments.