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hackajob is partnering with The AA to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.
Location: London (hybrid working 3 office days per week)
Employment Type: Permanent, full time
Additional Benefits: Annual Bonus
Think the AA is just about roadside assistance? Think again. For over a century, we've been evolving and adapting. Today, as the nation's leading motoring organisation, we offer a wide range of products and services to millions of customers — from roadside assistance to home and motor insurance, and the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as a Problem & Major Incident Manager means you'll play a crucial role in our success and be part of this exciting motoring journey.
Our Chief Operating Office (COO) is the backbone of The AA, providing both stability and structure to support growth and innovation. We are the drivers of change. #LI-Hybrid
We’re looking for a dynamic and experienced Problem & Major Incident Manager to lead the charge in maintaining service stability and resilience across our IT operations. This role is primarily focused on Problem Management, where you’ll take ownership of identifying root causes, driving long-term solutions, and proactively improving service availability. You’ll also play a key role in managing Major Incidents, ensuring swift resolution of high-impact issues through effective coordination and communication.
This is a hands-on, high-visibility role that blends strategic thinking with operational execution. During office hours, your focus will be on Problem Management, with occasional support for Major Incidents. Out-of-hours, you’ll participate in a one-week-in-three rotation to lead Major Incident Management, ensuring continuity and rapid response across our critical services.
As a Problem & Major Incident Manager, you’ll be responsible for:
Leading the lifecycle of Problem Management — identifying root causes, driving resolutions, and improving service availability.
Managing Major Incidents with confidence and clarity — facilitating bridge calls, coordinating with technical teams, and ensuring timely communication.
Hosting reviews and governance meetings with senior stakeholders to drive continuous improvement.
Creating knowledge articles and capturing lessons learned to support a culture of shared learning.
Working collaboratively across teams to ensure service continuity and operational integrity.
This role includes rotational out-of-hours Major Incident coverage (one week in three), offering flexibility and supporting work/life balance.
We’re looking for someone who:
Has strong Problem Management experience, with a proven ability to lead the end-to-end lifecycle of problem records and drive service stability.
Is a confident collaborator, able to work effectively with technical teams and manage challenging personalities with empathy, resilience, and tenacity.
Holds a minimum of ITIL V3 Foundation certification (V4 preferred), with a solid understanding of ITIL best practices.
Communicates clearly and empathetically, able to translate technical language into business impact.
Thrives in high-pressure situations and can juggle multiple priorities with ease.
Is passionate about service excellence and continuous improvement.
Benefits include:
25 days annual leave plus bank holidays + holiday buying scheme.
Worksave pension scheme with up to 7% employer contribution.
Free AA breakdown membership from Day 1 plus 50% discount for family and friends.
Discounts on AA products including car and home insurance.
Employee discount scheme with access to a car salary sacrifice scheme, healthcare, shopping, holidays, and more.
Company funded life assurance.
Diverse learning and development opportunities.
Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family.
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best, and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change. #LI-HH
hackajob is partnering with The AA to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.