Associate Problem & Major Incident Coordinator

Permanent

Grade 3 - £28,598- £34,434 per annum

Consultation grade - subject to formal evaluation under the Equal Pay Programme

Working 36.5 hours per week

Job Overview
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.

We will support you with

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

About You

We’re looking for someone who is:

Eager to learn and grow in a fast-paced digital environment.
Passionate about coding, technology, and creating better user experiences.
Familiar with modern development tools, frameworks, and version control.
A problem-solver with good communication and collaboration skills.
Enthusiastic about working in an open, agile, and inclusive team culture.

Why Join Us?

You’ll be joining a team at the forefront of our digital transformation journey — one that’s committed to modernising services, improving performance, and delivering real impact. We offer mentoring, professional development, and the opportunity to work with cutting-edge technologies in an environment that values creativity, collaboration, and continuous learning.

Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting.

Unfortunately, we cannot consider any applications without a CV attached

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

For any informal enquires please contact Resourcing@birmingham.gov.uk quoting ref 4277

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.

Job description & Person Specification A10387 Associate Problem & Major Incident Coordinator JDPS (2).pdf

We strive to advertise all roles for a minimum of two weeks. However, due to high application volumes vacancies may close earlier than the stated deadline. We encourage you to submit your application without delay to ensure consideration

Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy | Birmingham City Council here

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