Problem & Incident Manager

  • Job Reference: 739721
  • Date Posted: 22 October 2020
  • Recruiter: Clinisys
  • Location: Chertsey
  • Salary: On Application
  • Sector: IT & Technical
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Christopher Mayers
  • Email:

Job Description

CliniSys Group is the industry-leading supplier in the UK and Europe of clinical laboratory information management systems (LIMS) and Order Comms software, and the proud creator of market-leading products known as WinPath, GLIMS, DaVinci ICE and CyberLab.

Our systems help healthcare professionals test, diagnose and treat millions of patients every day, helping save or improve their quality of life.
It is an exciting time for you to join CliniSys. Demand for our software and services is accelerating as we help the NHS develop their new Pathology Networks, to better support an ageing population with higher rates of chronic disease, the shift towards personalised medicine and advances in disciplines such as genomics, for predictive and preventative medicine, and to realise the potential offered by new technologies such as digital pathology and machine learning.

We are currently searching for a Problem and Major Incident Manager to join our services team. In this role, you will be responsible for the company-wide acceptance, progression and reporting on all activities within the Problem Management and Major Incident processes. You will need to facilitate root cause investigations and manage the implementation of the relevant corrective and preventative measures. 

In conjunction with this, you will also be responsible for the creation, development and management of Problem Management and Major Incident Management processes and documentation. You will have the autonomy to do things your way in this role so it is important you have previously managed the full life-cycle of all problem and major incident records. 



  • Manage the development and management of the end-to-end Problem and Major Incident Management life cycle in order to ensure that all problems and major incidents are progressed consistently in accordance with agreed Service Level Agreements
  • Fully understand the service CliniSys has been engaged to deliver in line with contractual and other customer expectations and has a thorough understanding of all service offerings.
  • To understand our customers’ short and long term strategies, and via all implemented processes and procedures, advise and assist with CliniSys products to facilitate these needs and allow this to facilitate a contribution to the development of the product and solution.
  • To keep abreast of ongoing and future Laboratory regulations, working practices, products and technologies within the pathology discipline.
  • To establish a quality working relationship with end-users and solve their problems in a timely fashion by using and developing a diagnosis, analytical, problem-solving, discipline-specific and technical skills to achieve Service Levels.
  • To maintain and update all quality documentation issued to you by the company and ensure process documentation meets the operational objective and are fit for purpose.
  • To raise the profile of ITIL / ISO20000 best practice and promote the benefits of associated processes
  • To act as a Data Manager ensuring a secure approach to the handling and management of customer-owned or patient identifiable data
  • Process Manager for Problem, Major Incident and Event Management
  • Input into processes/procedures for Service Level/availability Management and Service Reporting
  • To participate in an on-call rota

     Problem / Major Incident Management Specific Responsibilities

  • Establish and maintain high levels of ownership - resolving, progressing and managing all major incident or problem records to a satisfactory conclusion on the CliniSys Service Management systems, ensuring that the relevant records in the Service Management systems are updated in good time and that appropriate parties (including the customer) are kept up to date on progress.
  • Validate or reject reported Problem and Major Incident records ensuring they are correctly identified, understood, prioritised and categorised
  • To attend agreed meetings with Clients or carry out further on-site analysis where appropriate to resolve or aid the resolution of Major Incident and Problem records
  • Coordinate and facilitate the implementation of agreed actions and preventative measures to achieve or exceed business required service quality standards by identifying and engaging the appropriate resources within CliniSys and our external suppliers
  • Recommend the scope for incident trends analysis specifications/reports then analyse and report monthly on Incident patterns and trends in order to reduce the number of repeat major incidents occurring
  • Facilitate communication with customers, team members, suppliers, etc. to ensure the actions and changes which may affect them are known and documents commitments and action items.
  • To conduct, approve and facilitate the publication of all root cause analysis (RCA) within the known errors management tool(s) or database. This includes the documented root cause (or the decision that such could not be found) and the documented workaround, both internally and to the customer, if fitting.

What do I need to be a success? 

  • Solid understanding of process life-cycles including version control, version history, peer circulation and touch point agreements. 
  • Proven experience with risk/issue management, planning, configuration management, etc.
  • Ability to implement and manage change. 
  • Comfortable creating and delivering executive-level summary reports and presentations.
  • Certified in Information Technology Infrastructure Library (ITIL) v2 Foundations, or as a Practitioner or Manager; or ITIL v3 as an Intermediate, Expert or Master
  • Exposure to Prince2 methodologies. 

If you have all the above and also have the drive to be the key person for managing incidents then this could be the perfect role for you. 

Why join CliniSys?

  • You will work alongside top experts in their field
  • Bring your innovation, drive and expertise to full use
  • Take ownership, drive and deliver vital healthcare software solutions that aides and supports medical professionals and biomedical scientists diagnose of millions of patients

About CliniSys

  • Pathology's IT partner of choice for service efficiency and patient care
  • Over 2,500 laboratories using our solutions
  • Creator of class-leading products such as WinPath, GLIMS, ICE and CyberLab
  • CliniSys is the market-leading LIMS solutions provider in the UK and Europe
  • Well established, with over 30yearsin the industry
  • 350 IT healthcare professionals dedicated to the development, deployment and support of our laboratory software