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ITIL Problem Manager & Major Incident Investigator



London, UK
Posted on Friday, September 15, 2023

ITIL Problem Manager & Major Incident Investigator

With OneWeb, You’ll Get To:

  • Be part of the technology revolution in Space
  • Accelerate your career through fast paced experiential learning and executive-level exposure
  • Work with razor-sharp colleagues in a company where people come first
  • Drive Customer Experience to the stars
  • Own Major Incident investigations presenting findings and conclusions at senior level
  • Champion problems in a very dynamic and motivated cross-functional team

Who You Are: Experienced across Major Incident, Change, Incident and Problem Management, you’re sparked by a fast pace and new challenges, you’re a recognized expert in your domain and your talent is to bring people together and gain consensus when opinions may diverge. The telecommunications world may be new to you but the creation, evolution and management of ITIL processes is not, and becoming part of an innovative company in the space sector is just a dream come true You want to make a real difference in the world by revolutionizing technology in Space.

What You’ll Do:

  • Own investigations into Major Incidents, creating Post Incident Reviews and presenting them at a senior level
  • Manage Problems across all sectors of the production world
  • Help develop the Problem Management Process
  • Lead on root cause analysis directing tasks to teams and holding them accountable to deadlines
  • Prioritise Problems collaboratively with stakeholders
  • Ensure related Incidents, Changes and Configuration Items are all correctly associated to Problems
  • Manage the Known Error Database
  • Manage Knowledge articles related to workarounds & known errors
  • Have a good working knowledge of Change Management

What It Takes:

  • ITIL v3 Intermediate certification or higher
  • 5+ years former professional experience in ITIL v3 or V4 frameworks
  • MS in computer science, engineering or equivalent

What We’d Love:

  • Major Incident Manager experience
  • Experience with satellite communications or telcos
  • Experience in ServiceNow / ServiceHub

Where You’ll Be: London, UK.

OneWeb is a global leader in connectivity from Space. We are building a constellation of Low Earth Orbit satellites with a network of global gateway stations and a range of user terminals to provide an affordable, fast, high-bandwidth and low-latency broadband communications services, connected to the IoT future and a pathway to 5G. Find out more at

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